Refund and Dispute Policy

How Escrow Protection Works

Your payment is held by PenniRent and is never released to the other party until both sides confirm the agreement has been fulfilled, or until a dispute is resolved in your favor.

Automatic Refund Triggers

You are entitled to a full refund if:

• A landlord fails to hand over access after you have paid
• A ride is canceled in accordance with platform rules
• Rented equipment is unavailable at the agreed time
• A service provider cannot be reached after payment is locked

Damage Deposits (Equipment and Tools)

A refundable damage deposit is collected before any equipment leaves the owner. When the item is returned safely, the deposit is released automatically. If damage is confirmed, compensation is deducted from the deposit and any remainder is returned to the renter.

How to Raise a Dispute

1. Tap Report an issue on the transaction screen within 24 hours of the incident.
2. Submit your evidence: photos, messages, and timestamps.
3. PenniRent reviews both sides within 3 to 5 business days.
4. A binding decision is issued and funds are released accordingly.

Important Timing Notice

Disputes raised more than 7 days after a transaction closes may not be eligible for escrow protection. Always confirm or dispute promptly inside the app.

Non-Refundable Situations

A refund will not be issued if:

• The service was delivered as agreed and both parties confirmed completion
• The renter caused the damage themselves
• The dispute was raised after the eligible window without a valid reason

Appeals

If you disagree with a dispute decision, you may appeal once within 48 hours by submitting additional evidence. All appeal decisions are final.