Rental Agreement
Version: 2026-09-17
Last updated: 2026-09-17
Important
This Rental Agreement is formed directly between the Lender and Renter.
Super Neighbor Inc. acts solely as a technology intermediary that facilitates listings, bookings, communications, payments, exchange confirmations and issue reporting.
Super Neighbor does not own or supply the item and is not a party to this Rental Agreement.
Rental details
This agreement includes the final rental details accepted through the platform, including:
- Rental ID
- Lender and renter
- Item and listing description
- Included accessories
- Rental dates and times
- Handover method (pickup, delivery, or either option)
- Exchange and return details
- Rental price, any agreed delivery fee, fees and taxes
- The listing security hold (pre-authorization), between CAD $100 and CAD $400
- Other transaction-specific terms
The accepted listing and final booking summary form part of this agreement.
When the agreement is formed
A Rental Agreement is formed when:
- The renter submits a rental request
- The lender approves the request and accepts this agreement
- The renter accepts the final rental details and completes payment through the platform
Lender approval alone does not complete the rental.
If a material term changes—including the item, dates, price, accessories or agreed delivery fee—both parties may be required to accept the updated agreement.
Lender responsibilities
The lender agrees to:
- Provide the item and accessories shown in the confirmed rental
- Ensure the item is lawful to rent, safe, clean, functional and properly maintained
- Disclose known defects, limitations, modifications and safety risks
- Provide necessary usage, handling and safety instructions
- Make the item available at the agreed pickup or delivery time and location
- Communicate changes or problems promptly
- Inspect the item with the renter at handover and return
- Confirm the return only after receiving and checking the item
The lender confirms that they own the item or have all legal rights and permissions required to rent it to others.
Renter responsibilities
The renter agrees to:
- Inspect the item before accepting it
- Refuse an item that appears unsafe or materially different from the listing
- Use the item lawfully, safely and only for its intended purpose
- Follow lender, manufacturer and safety instructions
- Keep the item secure while it is in the renter’s possession
- Prevent unauthorized use or sub-rental
- Not modify, disassemble or repair the item without permission
- Report damage, loss, theft, malfunction or safety concerns promptly
- Return the item on time with all included accessories
- Return the item in the condition received, except for ordinary wear
- Pay verified amounts for qualifying damage, loss, theft, non-return, missing accessories or late return
The renter is responsible for anyone the renter allows to access or use the item.
Handover and return
The lender and renter should inspect the item together at handover and return, whether the handover is a pickup or a delivery. Super Neighbor does not provide delivery or transportation.
The renter should swipe to confirm receipt only after the item has been physically handed over.
At return, the lender should swipe to confirm only after receiving and checking the item.
Neither party may confirm an exchange or return that has not occurred.
Photos, videos and supporting evidence
Both parties may upload photos or videos through the platform before and after the rental.
Platform uploads are linked to the rental and record the upload time. The upload time does not necessarily establish when or where the content was created.
Photos and videos are optional for completing the rental. However, sufficient evidence is required before a damage reimbursement or disputed charge will be approved.
A claim may be denied if evidence is missing, late, altered, inconsistent or insufficient.
Uploading evidence does not guarantee claim approval or reimbursement.
Payments and pre-authorization
Rental payments are processed through Super Neighbor’s third-party payment provider.
By completing payment, the renter authorizes:
- The rental price and any agreed delivery fee, which is charged at checkout
- Applicable service fees and taxes
- A security hold (pre-authorization) of CAD $100 to CAD $400, in the amount shown on the listing and frozen when the rental request is created
- Verified additional charges permitted by this agreement and the Terms of Service
Super Neighbor places this pre-authorization shortly before handover (pickup or delivery). If the rental starts the same day or within about 24 hours of payment, Super Neighbor may place it when payment is completed.
The security hold may be used for verified amounts relating to:
- Qualifying damage
- Loss or theft
- Non-return
- Missing parts or accessories
- Late return
The pre-authorization is not automatically a final charge.
Super Neighbor may capture all or part of it after reviewing the rental records, evidence and user submissions.
The security hold does not limit the renter’s total liability. If a verified loss exceeds the hold amount, Super Neighbor may capture additional verified charges up to CAD $400. The renter remains responsible for any remaining amount.
The lender appoints Super Neighbor as a limited payment-collection agent for amounts payable under this agreement.
Lender payout
The lender’s earnings are generally credited to the lender’s platform balance approximately 24 hours after the rental end date, once return is confirmed.
A payout may be delayed or reversed because of an open claim, refund, chargeback, suspected fraud, payment failure, verification requirement or legal obligation. Withdrawal fee: 0.25% + CAD $0.25 per withdrawal.
Renter cancellation
The renter may withdraw an unpaid request without charge.
For a confirmed and paid rental:
- Cancellation 48 hours or more before the rental begins (including exactly 48 hours) qualifies for a refund of amounts paid through the platform minus Stripe processing fees of 2.9% + CAD $0.30
- Cancellation less than 48 hours before the rental begins is generally non-refundable
Exceptions may apply when the lender cancels or does not attend, the item is unavailable, unsafe, non-functional or materially different from the listing, or applicable law requires a refund. Super Neighbor may also grant a documented exception when cancellation is less than 48 hours before start: a full refund of amounts paid, or a refund minus Stripe processing fees (2.9% + CAD $0.30).
The renter must report an item-related cancellation reason through the platform and provide available supporting information.
Lender cancellation
The lender must cancel through the platform as soon as the lender knows the rental cannot be completed.
If the lender cancels a confirmed rental:
- The renter receives a full refund of amounts paid through the platform
- Super Neighbor absorbs Stripe processing fees
- The lender does not receive a payout
- Repeated or avoidable cancellations may affect the lender’s account standing
A lender may refuse an exchange because of a genuine safety concern, suspected fraud, unlawful conduct or a material change to the agreed rental. The lender should report the circumstances through the platform.
Early returns and no-shows
Users should report delays through platform messaging.
No-shows are covered by a separate no-show policy, not the renter cancellation rule above. A user may be treated as a no-show after failing to attend or respond within the applicable exchange period.
Returning an item early does not automatically create a refund. Exceptions may apply for verified safety, functionality or listing-accuracy issues.
Damage, loss, theft and non-return
From the time the renter receives the item until the lender confirms its return, the renter is responsible for its custody, safekeeping and permitted use.
The renter is responsible for qualifying damage, loss, theft, non-return or missing accessories occurring during that period, including when caused by:
- Misuse, negligence or failure to follow instructions
- Improper transport, handling, setup or storage
- Leaving the item unsecured or unattended
- Unauthorized modification, disassembly or repair
- Use by another person whom the renter allowed to access the item
- Failure to return the item and accessories as agreed
The renter is not responsible for:
- Documented pre-existing damage
- Ordinary wear from permitted use
- Defects caused solely by the lender’s failure to maintain the item
- Damage caused solely by inaccurate or unsafe lender instructions
Recoverable amounts may include reasonable repair or replacement costs, missing accessories, inspection, shipping, recovery and permitted late-return charges.
The renter’s responsibility is not eliminated because:
- The pre-authorization cannot be captured
- The payment method is declined
- The amount exceeds CAD $400
- Super Neighbor does not approve a platform claim
- The lender has or may have separate insurance
Claims
Damage, loss, theft, non-return or safety concerns must be reported through Report a rental issue in the rental details, or through Need Help? in Help & Support.
Claims must generally be submitted within 24 hours after the scheduled rental end or confirmed return. Issues discovered during the rental should be reported promptly.
A claimant may be required to provide:
- Pre- and post-rental photos or videos
- Platform messages
- Proof of ownership and value
- Item serial numbers
- Repair estimates or receipts
- A description of what occurred
- Police-report information where applicable
For suspected theft, the lender must file a police report when required.
For non-return, the lender must first report the item overdue and attempt to contact the renter through platform messaging. A police report may be required if the item remains unreturned.
If the item is stolen while in the renter’s possession, the renter must report it immediately and file a police report if requested.
Submitting a claim or police report does not guarantee approval or reimbursement.
Insurance
Super Neighbor does not currently provide insurance to lenders or renters.
The security hold and platform claim process are not insurance and do not guarantee recovery.
Professional and business lenders must maintain legally required and commercially appropriate insurance for their rental activity, listed items and related liability.
When a loss may be covered by a Professional Lender’s commercial insurance, the lender must claim under that insurance before requesting discretionary reimbursement through Super Neighbor.
Insurance and other recoveries will be considered to prevent recovery of more than the verified loss.
Assumption of risk
Renting, exchanging, transporting, storing and using an item may involve risks, including malfunction, improper setup, personal injury, property damage, theft and loss.
The renter assumes the ordinary risks associated with selecting, accepting, possessing and using the item.
The lender assumes the ordinary risks associated with listing and entrusting the item to the renter.
The renter is responsible for loss, injury or damage caused by misuse, unlawful use, failure to follow instructions or breach of this agreement.
The lender remains responsible for the item’s safety, legality, maintenance, description and disclosed instructions.
Responsibility to each other
Each party is responsible for losses caused by their own acts, omissions and breach of this agreement.
To the extent permitted by law:
- The renter will indemnify the lender against third-party claims caused by the renter’s misuse, unlawful use, unauthorized use or breach
- The lender will indemnify the renter against third-party claims caused by the lender’s lack of authority to rent the item, material misrepresentation, undisclosed known defect or breach
Neither party may recover more than the verified loss.
Disputes
The lender and renter should first try to resolve disputes through platform messaging.
Super Neighbor may review platform records and assist with communication, claims or payment decisions but does not guarantee an outcome.
A Super Neighbor claim decision applies only to platform charges, reimbursements and account actions. It does not finally determine either party’s legal rights or liability.
The lender and renter may pursue lawful remedies directly against one another.
Super Neighbor’s role
Super Neighbor:
- Is not a party to this agreement
- Does not own, supply, possess, inspect or maintain the item
- Does not guarantee either party’s performance
- Does not guarantee payment, recovery or claim approval
- Is not responsible for pickup, delivery or use of the item
Super Neighbor’s role is limited to providing technology, communication, payment, confirmation and reporting tools.
The assumption-of-risk, waiver, release, indemnification and limitation-of-liability provisions in the Terms of Service apply to each user’s relationship with Super Neighbor.
Applicable terms
This Rental Agreement incorporates the:
- Terms of Service
- Posting Policy
- Lender Responsibilities
- Renter Responsibilities
- Community Guidelines
- Accepted listing and final booking details
Mandatory legal rights prevail over any conflicting term.
The relationship between each user and Super Neighbor is governed by the laws of Ontario.
The direct agreement between the lender and renter is subject to the mandatory laws applicable where the rental primarily occurs.
Electronic acceptance
The lender accepts this Rental Agreement by approving the rental request.
The renter accepts the final Rental Agreement by checking the agreement box and completing payment.
Electronic acceptance has the same effect as a signature.
Super Neighbor may retain records of:
- The lender and renter
- Rental and listing IDs
- Transaction details
- Agreement version
- Acceptance wording
- Date and time of acceptance
- Other information reasonably needed to prove acceptance
Both parties will have access to the accepted agreement and rental details through the platform.