A dispute is read by a person
Reports and disputes are opened by a member of the team. We aim to acknowledge within 2 working days and resolve within 7. You are told what happened either way.
Trust and safety
Trust, kept simple
We hold someone's wedding outfit and their money, so the things below are written down rather than implied. Where we cannot help, we say so instead of pretending to.
The money
What we collect, what we hold, what comes back
A rental and a purchase are different, and the difference is not small. It is the difference between holding your rent and not holding it.
| Booking | What we collect | What we hold | What a refund returns |
|---|---|---|---|
| Rental | The platform fee, in the app | Nothing else. The rent and the deposit are paid by you to the owner at the handover. | The fee, if the booking did not happen for a reason that is not yours. |
| Purchase | The full amount, through our payment partner | The owner's share, until the sale is complete and the buyer can no longer be refunded. | The full amount you paid, if the purchase falls apart. |
When something goes wrong
Six things worth knowing
One open dispute per party per booking
Once a dispute is open on a booking, the same side cannot open another one. It is enforced in the database, not by the app, so it cannot be bypassed by a person in a hurry.
No show is a dispute, not a refund
If an owner confirms and then does not turn up, the app does not decide what happens. We hold neither the outfit nor the rent, so we cannot know whether the meeting happened. We read both sides and decide.
Contact details are yours until you agree
Phone numbers and addresses are shared only after both sides agree, and only for a confirmed booking. Consent is a tick box, and it is off until you turn it on.
Blocking and reporting
Block anyone in the app and they cannot book from you or message you again. Report a listing or a person and it reaches the same queue a dispute does.
No star ratings
We do not ask renters to rate owners. A rating is a score with nothing behind it. A dispute is a conversation with a decision at the end of it, which is the thing that actually protects you.
Your data
What we do with your information
We ask for what the booking needs: your name, your phone number for sign-in, and the address you want to be collected from. Contact sharing with another person is off until you agree to it.
You can ask us to delete your account and the data attached to it. The request form is linked below, and there is no sales pitch attached to it.
The rules
Reading the terms
The terms, the privacy policy and the refund policy are written in plain language on purpose. If a clause is hard to read, that is a fault in the clause.
Something not right?
Report it in the app if it concerns a booking. A person reads every report, and you will hear back.