FAQ

Is Super Neighbor free to use?

Creating an account and listing items is free.

Fees apply when a rental is confirmed:

Renters pay a 20% service fee of the rental amount, with a minimum fee of CAD $2.
Lenders pay a 10% service fee.

All fees are shown before the rental is confirmed.

How do payments work?

After the lender approves a request, the renter confirms the rental and pays through the platform. The rental amount is charged at checkout. Super Neighbor also places a security hold on the renter’s card shortly before handover (pickup or delivery), or at payment if the rental starts the same day or within about 24 hours. The hold amount is set on the listing between CAD $100 and CAD $400 (platform default CAD $300) and is frozen when the rental request is created. It is a temporary authorization, not a charge. Payments are processed securely by our third-party payment provider.

When do lenders get paid?

Earnings are added to the lender’s platform balance approximately 24 hours after the rental end date, once return is confirmed. Available funds can be withdrawn to an approved payout method. The minimum withdrawal amount is CAD $10. Withdrawal fee: 0.25% + CAD $0.25 per withdrawal. The lender pays this fee; it is deducted from the requested amount before the payout is sent.

Can items be delivered?

Yes, when the lender offers it. A listing may be pickup only, pickup or delivery, or delivery only. If both are offered, pickup is the default — the renter must choose delivery when sending the request.

Super Neighbor does not deliver items. The lender and renter arrange pickup or delivery in chat, including the fee and whether it applies at the start, return, or both. $0 is allowed. The agreed amount is paid through the platform with the rental. The same 20% renter service fee (minimum CAD $2) and 10% lender service fee apply to that combined amount. Off-platform delivery payments are not allowed.

Swipe to confirm when the item is physically handed over, whether that is a pickup or a delivery.

Can I cancel a rental?

Yes. If a renter cancels 48 hours or more before the rental starts (including exactly 48 hours), they receive a refund of the amount paid minus Stripe processing fees (2.9% + CAD $0.30). Cancellation less than 48 hours before the rental starts is not refundable, unless Super Neighbor grants an exception.

If the lender cancels a confirmed rental, the renter receives a full refund of the amount paid. Super Neighbor absorbs Stripe processing fees, and the lender does not receive a payout. See the Cancellation Policy in the Terms of Service for complete details.

What if something goes wrong during a rental?

Open the rental details and select Report a rental issue. You can also use Need Help? in Help & Support. Report the issue promptly and submit any claim within the deadline stated in the Terms of Service.

Where is Super Neighbor available?

Super Neighbor is currently focused on Ontario, starting with Toronto and the GTA. Availability in other provinces may be limited as we expand.

How can I contact support?

Visit Help & Support or select Report a rental issue from the relevant rental details page to access dedicated support forms.

Where can I find the Terms of Service and Privacy Policy?

The Terms of Service and Privacy Policy are always available in the website footer.