Renter Responsibilities

Rentals

Review the listing, price, handover option (pickup, delivery, or both), item details and included accessories before requesting a rental.
Use the item only for its intended purpose and follow all usage and safety instructions.
Comply with applicable laws, local rules and manufacturer requirements.
Do not allow unauthorized people to use the item or rent it to someone else.
Do not modify, disassemble or repair the item without the lender’s permission.
Keep the item secure and protected while it is in your possession.
Stop using the item and notify the lender if it becomes damaged, unsafe or unreliable.

If the listing offers pickup or delivery, choose pickup unless you explicitly request delivery. Pickup is the default.
If delivery is requested, review the fee in chat before the lender accepts ($0 is allowed). Super Neighbor does not provide the delivery.
Inspect the item at handover and confirm that it matches the listing and is in acceptable working condition, whether you pick it up or it is delivered.
Do not accept an item that appears unsafe or materially different from the listing.
Uploading photos or videos through the platform at handover and return is recommended.
Platform uploads are linked to the rental and can help document the item’s condition.
Swipe to confirm receipt only after the item has been handed over.
Return the item on time, in the condition received except for ordinary wear.
Return all included accessories, parts and safety equipment.
Allow the lender to inspect the item before confirming the return.
Never confirm an exchange or return that has not happened.

Review the rental price, any agreed delivery fee, service fees, listing security hold (CAD $100–$400) and potential additional charges before paying. The hold amount is shown on the listing and frozen when you send the request. The security hold is placed shortly before handover (pickup or delivery), or at payment if the rental starts the same day or within about 24 hours.
Keep your payment information accurate and up to date.
Pay applicable charges for late return, qualifying damage, loss, theft, non-return or missing accessories.
Do not make or request off-platform payments, including delivery fees.

Report damage, loss, theft, malfunction or safety concerns through the platform as soon as possible.
Use Report a rental issue in the rental details, or Need Help? in Help & Support.
Upload available photos or videos through the platform to document the issue.
Submit any claim within the deadline stated in the Terms of Service.
Provide available messages, receipts and other supporting information when requested.
Cooperate with reasonable requests during the review process.
If the item is stolen while in your possession, report it immediately through the platform and file a police report if requested.
Submitting a report or claim does not guarantee a particular outcome.

Cancel through the platform as soon as possible if you cannot complete a rental.
Inform the lender promptly through platform messaging.
If you cancel because the item is unavailable, unsafe or materially different from the listing, report the issue and upload available supporting photos, videos or messages.
Refunds follow the cancellation policy: 48 hours or more before start (including exactly 48 hours), refund of the amount paid minus Stripe processing fees (2.9% + CAD $0.30); less than 48 hours, no refund unless Super Neighbor grants an exception. If the lender cancels, you receive a full refund. Details are in the Terms of Service.
Repeated or avoidable cancellations may affect your account standing.

Keep your account information accurate and complete required identity-verification steps.
Keep your login details secure and do not allow others to use your account.
Follow the Terms of Service, Rental Agreement and other platform rules.