Renter Support
Responding to a Damage or Missing Item Claim
If a host believes gear was damaged or items are missing after your rental, they can file a claim. Here's how the process works and what you need to do.
When claims are filed
After your rental ends and the host confirms they've received the gear back (dropoff confirmation), they may file a claim if they notice damage or missing items. Claims include a description of the issue, the requested amount, and photo evidence.
There are three types of claims:
- Damage — physical damage to the equipment
- Missing item — gear or accessories not returned
- Both — a combination of damage and missing items
How you'll be notified
When a host files a claim, you'll receive an email with the claim details and a link to respond. You'll also see a prominent notification on your reservation page in the Ullor app.
Important: 24-hour response window
You have 24 hours from when the claim is filed to respond. If you don't respond within this window, the claim will automatically be escalated to our support team for review.
Your response options
When viewing a claim on your reservation page, you have two options:
Accept & Pay
If you agree with the claim, you can accept it and pay the requested amount immediately. The charge will be processed using your saved payment method.
Dispute the claim
If you believe the claim is inaccurate or unfair, you can dispute it. You'll need to provide a written response explaining your side. You can also upload up to 5 photos as counter-evidence—for example, photos you took when picking up or returning the gear that show its condition.
What happens next
- If you accept: Your saved payment method will be charged immediately for the claim amount.
- If you dispute: Our support team will review both sides—the host's evidence and your counter-evidence—and make a final decision. You'll be notified of the outcome via email.
- If you don't respond: After 24 hours, the claim is automatically escalated to our support team for review. We'll make a decision based on the available evidence.
If a claim is approved (either by you accepting or after admin review), the final amount charged will never exceed the item's declared value.
Tips for protecting yourself
- Document the gear at pickup: Take photos of the equipment before you use it, noting any existing wear or damage.
- Document at return: Take photos when you return the gear to show its condition.
- Communicate issues promptly: If something breaks or gets damaged during your rental, message the host right away through Ullor chat. This creates a record of what happened.
Reporting an issue during your rental
If something goes wrong while you have the gear—equipment malfunction, safety concern, or other problem—you can report it to our support team directly.
Go to your reservation page, open More actions, and tap Report an issue. Describe what happened and our team will follow up with you.
For urgent matters, message your host first—they can often help resolve issues quickly or arrange an early return or exchange.
Questions about a claim?
If you have questions about a specific claim or need help responding, visit your reservation page to view the full claim details and evidence. You can also reach out to our support team through the Help Center.