Damage & loss agreement
Understand the agreed limit, what to do if an item is damaged or not returned, and how claims are resolved.
1. Agree to the damage & loss max
The damage & loss max is the most a renter can be charged for that item’s damage or loss. It isn’t automatically charged or a guaranteed payout to the owner. Each item keeps the damage & loss max you agreed to when booking. Renters accept the owner’s damage & loss agreement when they request.
Nothing is charged or held for the damage & loss agreement. The rental total is charged when the owner accepts. Only an accepted or approved claim is charged to the card associated with the rental.
Setting the damage & loss max
Owners choose any amount from $0 up to the item's replacement value. The agreed max is saved with the booking and cannot be increased afterward.
A $0 max disables damage and non-return claims for that item. The rental total and return obligations still apply.
For kits, each item's max applies separately. An unused max cannot be transferred to another item.
2. Document the condition
Pickup and return photos are required for damage claims, along with at least two photos showing the damage. Pickup photos can come from either party.
Claims without the required evidence may be denied. Normal wear and pre-existing damage are never chargeable.
Receipts and repair estimates
Receipts and formal repair estimates are optional when submitting. Cost evidence is required before Cache Kits approves an award.
3. Submit a claim
For damage or missing parts, file by 11:59 p.m. the day after the booked return date, in the booking timezone. Confirming return does not end this window. For a reported late return, use the inspection deadline shown in the booking. Include a description and expected repair or replacement cost.
If an item is not returned
After the booked return date ends in the pickup location's timezone, the owner can file a non-return claim by confirming that they contacted the renter and the item is still not returned.
Replacement-cost evidence is required before a non-return award is approved.
Filing a claim does not authorize a charge.
4. Respond and resolve
Renters have 72 hours from filing to accept or contest a claim. Accepted claims are charged to the card associated with the rental, without an additional Cache Kits review.
Contested or unanswered claims go to Cache Kits for a decision. Nothing is charged until Cache Kits approves an amount. Silence is never treated as acceptance.
Cache Kits reviews claims for damaged or unreturned items to approve repair or replacement costs up to the agreed damage & loss max.
Charges never exceed the agreed damage & loss max, including claims the renter accepts.