Refund & Cancellation Policy

Last updated: October 2026

Rentryo is a marketplace. Owners list their own outfits and you book directly with them. Rentryo arranges the payment and the booking record; the owner and renter arrange the handover themselves. That is why this policy is about the fee Rentryo charges rather than about returns to a warehouse.

There are two kinds of booking, and the money works differently:

Rental. You pay Rentryo a platform fee through the app. The rent and the deposit are paid by you to the owner directly, and Rentryo never holds them. So the only money Rentryo can return is the fee.

Purchase. You buy the item outright. The full amount is collected through our payment partner, and the owner's share is held until the sale is complete. If a purchase falls apart, the full amount you paid is refunded — not just the fee.

When you get your fee back

Whether a cancellation is refunded turns on why it was cancelled, not on who cancelled it.

Reason	Your fee
You cancel before the owner has answered	Refunded
You cancel after the owner has confirmed	Not refunded
The owner declines your request	Refunded
The owner does not respond within 24 hours	Refunded (treated as a decline)
The owner confirms, then does not hand the item over	Refunded
Your payment window expires before you complete payment	Nothing was charged
Rentryo cancels the booking	Refunded

The one line that is not a refund is cancelling after the owner has confirmed. By then the owner has turned their calendar down for those dates, and Rentryo cannot compensate them. You can see this rule before you pay.

How long a refund takes

Refunds are initiated immediately and reach your account within 7 working days. For a rental that is our fee going back through the gateway you paid with. For a purchase it is the full amount, also through the same gateway.

Rescheduling

There is no reschedule request. If your dates change, cancel the booking and make a new request for the new dates. If you cancel before the owner has answered, your fee comes back; if the booking was already confirmed, the original cancellation follows the rule above.

If something goes wrong with a booking

If a problem happens during a rental — an item not as described, a handover that did not happen, a dispute between you and the owner — report it in the app. A report and any dispute are read by a person. We aim to acknowledge within 2 working days and resolve within 7. The platform fee may be refunded depending on the outcome.

For a purchase, if the item is not as described or the sale is cancelled, report it in the app. We will contact both parties and decide on the outcome.

How refunds are issued

Refunds go back to the original payment method. If a refund cannot be issued automatically, it is escalated to our team rather than retried indefinitely, and we will contact you to resolve it.