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Reporting an issue

If something goes wrong, we're here to help.

Types of issues

Item problems

  • Item not as described
  • Item damaged or defective
  • Item missing parts

    • User concerns

  • Inappropriate behavior
  • No-show at pickup/return
  • Communication problems

    • Safety issues

  • Theft or fraud
  • Harassment
  • Dangerous situations

    • How to report

    During a rental

  • Go to My Rentals
  • Select the active rental
  • Click "Report Issue"
  • Describe the problem with photos if possible

    • After a rental

  • Find the completed rental in history
  • Click "Report Issue"
  • Submit within 48 hours of return

    • Emergency situations

  • Call local authorities first if needed
  • Contact our 24/7 emergency line
  • Document everything for your report

    • What happens next

  • We review your report within 24 hours
  • We may contact both parties
  • We investigate and gather evidence
  • We make a fair resolution decision

    • Resolution options

  • Full or partial refund
  • Security deposit claim
  • Account warnings or suspension
  • Platform ban for serious violations

    • Tips for reporting

  • Be specific and factual
  • Include photos and screenshots
  • Keep all communication on platform
  • Respond promptly to our requests

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    Reporting an issue | BorrowMe