Damage, Loss, Late Return, and Cleaning Policy

5.1 Customer Responsibility Period
The customer is responsible for a rental item from delivery or pickup until the item is returned and accepted by the vendor. The customer must protect the item from theft, loss, misuse, unauthorized movement, unauthorized third-party use, avoidable weather damage, electrical misuse, negligent handling, stains, unauthorized alteration, and improper installation or operation.
5.2 Vendor Responsibility Before Handover
Before release, the vendor must ensure the item is functional, clean where applicable, safe for intended use, accurately described, and accompanied by listed accessories. For high-value items and fashion rentals, the vendor should upload before-rental photos/videos, condition notes, serial numbers or item tags where available, and accessory lists.
5.3 Damage Categories
Category Meaning
Minor Damage Small scratches, light marks, minor defects, or light wear that does not affect function, safety, fit, or rental value.
Moderate Damage Damage, stain, missing part, or defect requiring repair, cleaning, or replacement before the item can be rented again.
Severe Damage Damage that significantly affects function, safety, fit, appearance, resale value, or rental value.
Total Loss Item is destroyed, missing, stolen, or cannot reasonably be repaired.

5.4 Normal Wear and Tear
Customers are not responsible for reasonable normal wear and tear. Normal wear does not include broken parts, burnt electrical components caused by misuse, water damage from negligence, heavy stains, makeup stains, wine stains, food stains, missing accessories, unauthorized alteration, tears, theft, loss, or improper operation.
5.5 Late Return
Late return may attract hourly or daily charges, a percentage of the rental fee, vendor-specific penalty, or loss-of-business charge where the late return affects another booking. RentHaus may deduct approved late charges from the customer deposit.
5.6 Damage Claim Process
Vendors should submit damage or loss claims within [insert claim window, e.g., 24 hours] after return or expected return. Claims should include booking ID, item details, description, before/after photos, repair or replacement estimate, accessory list, and police report for theft or loss where required.
5.7 Customer Response
Customers may dispute a claim by providing photos, videos, handover evidence, return evidence, chat records, witness statement, proof that damage existed before rental, proof of vendor error, or other relevant evidence.