Help
Support
Effective [effective date — set at launch]
Quick answers to the questions neighbors ask most. The full rules are in our Terms of service and Privacy policy.
Contact us
Email [support email] and include your booking reference (shown on the rental) if your question is about a rental. We aim to reply within [1 business day — to be confirmed].
For damage, late returns or refunds, start in the app from the rental itself — it attaches the booking details for us and is the fastest route.
In an emergency or if anyone is in danger, call 911 first.
Renting
What will I pay?
The owner's hourly or daily price, plus a 5% service fee and any delivery fee. Checkout shows every line before you pay. The security deposit is a separate hold, not a charge.
How does the security deposit work?
The deposit equals the item's approved replacement value and is placed as a hold on your card, capped at $2,500. It's released after the owner confirms the return and the 48-hour inspection window passes with no claim. Items worth more than $2,500 also need ID verification and our approval.
When do I get the pickup address?
As soon as your payment is confirmed. Before that, listings only show an approximate area so owners' homes stay private.
Can I cancel?
Yes. Cancelling up to 3 hours before the start is free and fully refunded. Inside 3 hours, 50% of the rental subtotal (and the same share of the service fee) is kept unless the owner waives it; delivery is always refunded.
What if I'm running late?
Ask for an extension in the app before your rental ends — the owner decides. Returns more than 1 hour late cost 25% of the rental subtotal, plus 20% for each further hour or part of an hour.
How long do refunds take?
Every refund is reviewed by our team. Once approved, it goes back to your original payment method and usually shows up within 5–10 business days, depending on your bank.
The item was broken or not as described.
Don't use it. Tell the owner in the app and contact us right away with photos so we can review a refund.
Listing your items
What does it cost to list?
An owner membership is $10 a month, billed on the website. Loan'R keeps a 5% owner fee from each rental subtotal. Cancel the membership any time; it stays active to the end of the billing period.
When do I get paid?
Earnings go to your Stripe payout account after you confirm the item is back — generally about a day later if there's no open claim. Your bank's timing applies after that.
Something came back damaged. What do I do?
File a claim from the rental in the app within 48 hours of confirming the return, with photos and the amount. The renter can respond, then our team reviews both sides and decides. Approved amounts come from the renter's deposit hold.
How is the replacement value set?
You enter it (our AI tool can suggest one). Because it sets the renter's deposit, some values are reviewed by our team before the listing goes live.
Is my item insured?
No. Loan'R is not an insurer, and deposits are not insurance. Check whether your own insurance covers items you rent out.
Your account
How do I delete my account?
Go to Account → Delete account in the app or on the website. If a rental, claim or payout is still in progress you'll be asked to finish it first. See the Privacy policy for what we keep and why.
I forgot my password.
Use Forgot password on the sign-in page and we'll email you a reset link.
How do I turn notifications on or off?
Push notifications are controlled in your phone's settings for the Loan'R app. Emails about bookings and payments are always sent while you have active rentals.
Who can use Loan'R?
Anyone 18 or older in our service area.