Lender Guarantee — Full Terms

1. Purpose and scope

The RentRooster Lender Guarantee (the “Guarantee”) is a platform protection benefit for eligible items rented through rentrooster.ie. It is intended to help an owner where a qualifying item suffers a qualifying event during a confirmed rental. It does not make every incident payable and is always subject to the eligibility conditions, exclusions, valuation rules, evidence requirements and maximum limit below.

The maximum amount payable under the Guarantee is €5,000 per rental transaction. Any security deposit, recovery from the renter, manufacturer warranty, other guarantee, insurance payment or other recovery relating to the same loss will be taken into account so there is no double recovery.

2. When a rental is eligible

All of the following must be satisfied unless RentRooster confirms otherwise in writing before the rental begins:

1. The item was listed on RentRooster with an accurate description, category, condition, price and photographs.
2. The owner owned the item or had the legal right to rent it out.
3. The renter completed the identity and account checks required by RentRooster before the rental was confirmed.
4. The rental request was created and accepted through RentRooster and all rental payment due through the platform was paid through RentRooster's approved payment flow.
5. The item was handed to the verified renter named on the booking, unless RentRooster expressly approved another arrangement.
6. The item was safe, functional, appropriately maintained and suitable for the use described in the listing.
7. The confirmed rental period did not exceed 90 consecutive days.
8. The event giving rise to the claim occurred during the confirmed rental period.

An off-platform booking, cash/private payment used to bypass RentRooster, or a materially false listing is not eligible for the Guarantee.

3. Qualifying events

Subject to these terms, a claim may be considered for:

• Sudden and unforeseen accidental damage caused by an external event during the rental period.
• Theft of the item during the rental period.
• Accidental loss or non-return where the facts and evidence reasonably establish what happened and the owner has taken the requested recovery steps.

RentRooster may choose to fund a reasonable repair, contribute to an equivalent replacement, or pay the assessed fair market value, depending on which is appropriate and economical.

4. How the amount is assessed

Compensation is based on the actual economic loss, not the owner's preferred replacement price. We may consider:

• the reasonable cost of repair;
• the item's fair market value immediately before the qualifying event;
• the cost of a comparable item of similar age, specification and condition;
• the item's age, prior use, condition, depreciation and residual or salvage value;
• the evidence of purchase, ownership and value supplied by the owner; and
• any deposit, recovery or payment received in respect of the same loss.

The amount will not exceed the lower of the evidenced qualifying loss and €5,000 per rental. Loss of earnings, loss of use, emotional distress, reputational loss and other indirect or consequential losses are not payable under the Guarantee.

5. Evidence and owner responsibilities

A genuine claim must be capable of being verified. Owners should therefore preserve clear evidence before, during and after the rental. We may reasonably request:

• the RentRooster booking reference and on-platform messages;
• clear, dated pre-rental photographs or video showing the item, accessories and condition;
• clear post-rental photographs or video of any damage;
• proof of ownership and value, such as a purchase receipt, invoice, bank/card record, original order, serial number, model information or credible market evidence;
• a written repair assessment or quotation from a suitably qualified repairer;
• a police report or crime reference for theft, suspected fraud or criminal non-return where reasonably requested and available;
• statements or information from the owner and renter about what happened; and
• any other proportionate evidence reasonably needed to verify eligibility, cause and value.

The owner must keep the damaged item and its remaining parts until RentRooster confirms that they may be disposed of. If missing evidence materially prevents us from establishing the item's prior condition, the cause of loss or its value, the claim may be reduced or declined to the extent justified by that evidential gap.

6. Reporting an incident

The owner should notify RentRooster as soon as reasonably possible after discovering damage, loss, theft or non-return and should normally do so within 24 hours. A later report will not automatically invalidate a claim, but unreasonable delay may affect the outcome where it materially prejudices the ability to investigate, preserve evidence or recover the item.

The owner and renter must cooperate reasonably with the investigation and must not knowingly provide false, incomplete or misleading information.

7. What is not eligible

The Guarantee does not apply to:

• normal wear and tear, superficial/cosmetic marks or gradual deterioration consistent with ordinary rental use;
• pre-existing damage or a condition that was present before handover;
• manufacturing defects, mechanical or electrical breakdown not caused by a qualifying external event, or damage attributable to inadequate maintenance;
• damage caused intentionally by the owner or a fraudulent or collusive act by any claimant;
• loss arising from the owner's material misdescription, unsafe item, unlawful listing or lack of legal right to rent the item;
• damage arising from prohibited, unlawful or clearly reckless use, or gross negligence;
• postal, parcel-carrier or courier loss/damage unless RentRooster expressly states that a particular delivery arrangement is protected;
• third-party property damage, public liability, personal injury, death, fines or penalties;
• cash, bank cards, securities, illegal goods, weapons, hazardous materials or other items prohibited by RentRooster;
• events outside the confirmed rental period or rentals longer than 90 consecutive days;
• bookings or payments moved off the RentRooster platform; or
• amounts already recovered from another source to the extent that payment would create double recovery.

8. Renter responsibility

The Guarantee does not remove a renter's responsibility for an item. Renters must use items lawfully, follow the owner's reasonable instructions, exercise reasonable care, report problems promptly and return the item and all listed accessories on time.

Where the evidence indicates intentional damage, theft, fraud, prohibited use, gross negligence or another breach causing loss, RentRooster may seek recovery from the responsible renter in addition to any other rights available to the owner or RentRooster.

9. Other recovery and no double payment

If another warranty, guarantee, policy, deposit, chargeback, reimbursement or third-party payment may respond to the same loss, the claimant must tell RentRooster. We may ask the claimant to pursue a more appropriate primary recovery route first where reasonable. Any amount actually recovered will be taken into account when assessing a Guarantee payment.

10. Claim review and decision

RentRooster will assess the information available against these published terms. We may contact either party, request further evidence, obtain an independent repair/value assessment or take reasonable steps to recover the item before deciding a claim.

We aim to provide an outcome promptly once the information reasonably required for the assessment has been received. Complex cases, suspected fraud, police involvement or external assessments may take longer.

If a claim is declined or reduced, we will provide the main reason. The claimant may request an internal review and provide additional relevant evidence. The review will be carried out by someone not responsible for the original decision where reasonably practicable.

11. Fraud, misrepresentation and abuse

A claim may be declined where there is credible evidence that a claimant deliberately falsified the event, condition, ownership, value, photographs, communications or other material facts. RentRooster may suspend accounts, preserve evidence, recover payments and refer suspected criminal conduct to the appropriate authorities where justified.

12. Changes to the Guarantee

RentRooster may amend the Guarantee for future rentals. A material change will not retrospectively remove protection that applied to a rental already confirmed under the version of these terms in force when that rental was confirmed, unless a change is required by law.

13. Consumer and legal rights

These Guarantee terms do not exclude or restrict rights or remedies that cannot lawfully be excluded. Nothing here gives RentRooster the exclusive right to interpret the contract or prevents a user from exercising statutory rights, making a complaint, using an available dispute-resolution process or bringing a claim before a competent court.

14. Contact

To report an incident or ask about the Guarantee, contact support@rentrooster.ie. Please include the booking reference but do not email identity documents unless our support team specifically provides a secure method and asks you to do so.

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