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Find answers to your questions about RentCraze
Renters
OTP-Renter
When you make a request, you the RENTER will receive an OTP. When you receive the item, give this OTP to the Lister. This ensures that the lister is giving the item to the the person that made that particular request
The LISTER will receive a return OTP. Get this OTP from the LISTER when you return the item. Make sure you get and enter the lister's OTP when you RETURN the item! This action lets the ADMIN know that the transaction is complete and ready to be processed.
On the WEB, REQUESTS/ SENT/ Request # - OTP column or Request Details- OTP
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Renting it
Renting
WHY, WHAT, WHEN, WHERE®
-
Log in using your credentials
- Why, What, where, when® concept.
- By Item: If you are looking for a specific item. Select an item from the pop up results.
- By Category: if you have a general idea of what's out there
- Filters: Price range, Brand, Size, Make, Delivery availability etc. to further customize your search.
- Delivery: If you are searching for items that offer delivery, check box. Look in Item details for Delivery Notice Required. This is the minimum notice required, (a request made at 8:25am with a 2hr delivery notice will show an earliest available time of 11am). If your input delivery address in the REQUEST section is outside the delivery radius offered, the system will notify you.
- Pick Up Notice applicable: This is the minimum prep notice required by the Lister; (a request made at 8:25am with a 1hr pick up notice will show an earliest available time of 10am). The system will guide you.
- Quick Glance Details: General Price-this is the normal base price (note: lister may have day specific prices and/or times-see CUSTOMIZED INFO), Weekend Pricing, Discounts, Geolocation, Delivery radius/price/notice and Similar items.
- Discounts: Weekend rates, Weekly and Monthly discounts are displayed in the Item Specs. Discounts applied are listed in the Price Table.
- Promotions: Displayed on the item picture links as a banner. This discount, if offered, is displayed as a percentage in the Price Table.
- Periodic specials. If a lister proffers a promotion from Jan 5th thru Jan 7th, it applies to dates listed in the offer. If a user requests it from the 3th to the 10th, the promotion discount only applies to Jan 5th, 6th and 7th.
- CUSTOMIZED INFO gives you more detailed info about he listing
- CUSTOMIZED INFO: Before you CHOOSE, click on the CUSTOMIZED INFO to see if the item is customized.
- GET IT: If the basics meet your needs, click GET IT to proceed.
- SELECT YOUR DATES: One (1) Rental unit is defined as a 24-hr. period beginning at pick up time selected. Example: You REQUEST an item for 10am, you pick up the item at 10am for 1 unit, you need to return it by 10am the following day. If you had it delivered at 10am, have it ready for pick up by 10am.
- CONFIRM REQUEST: Listers have two listing options: REVIEW EACH REQUEST and ACCEPT REQUEST INSTANTLY. If your listing has the REVIEW EACH REQUEST option, the LISTER is notified to ACCEPT or DECLINE your request. You will receive a notification that your REQUEST IS PENDING. LISTER 's response is sent to you as a PUSH NOTIFICATION and a message notification . The status of your REQUEST/SENT module will change to ACCEPTED or DECLINED. In ACCEPT REQUEST INSTANTLY, the REQUEST is automatically accepted, the LISTER is immediately notified.
- DELIVERY; If you want the item delivered; Check the Delivery box in options. Your profile address is the default current delivery address. If you want it at a temporary address, pick the CHANGE ADDRESS option when booking. This will be displayed in the Lister's REQUEST/RECEIVED module. For example, the current time is 8:45am, the lister requires a 3-hr. notice, the earliest slot you should pick is the 12pm slot. Be ready to accept delivery at the selected time. Have a government issued photo I.D.
- GET IT page: Customized Pick Up/Delivery displayed automatically.
- PICK UP: The item location is displayed as a link in your REQUESTS/SENT icon (bottom bar) in app. Click to get directions.
- Mandatory requirement verification: By checking the verification box at checkout, you acknowledge that you have read the Terms of Agreement and agree to rentCraze’s Terms of Agreement, Waiver of Liability and the Terms of Service of any applicable services. By requesting and checking the verification box, you verify that you are familiar with the equipment you are renting and have used/operated the item satisfactorily in the past.
- Payment: Rentcraze partners with STRIPE for financial transactions. RentCraze® does not store any credit card information so you will have to reenter your credit card information every transaction. All transactions ( Accepted, Cancelled, Declined, Expired) appear in ACCOUNT/FINANCIAL HISTORY. Click to view INVOICE DETAILS.
- Notification: After you GET IT and PAY for the request, you will receive a Request Pending notification → REQUESTS/SENT inbox. A Request accepted notification will be sent when the lister accepts your request. If your request is ACCEPTED, you will also get a RENTER OTP. A CHAT BOX icon will also appear in your REQUEST #. When you receive the item, enter this OTP in your REQUESTS/SENT/REQUEST# or give it to the lister. The status of your request will change to ONGOING. Before you MANAGE YOUR REQUEST, REFRESH to see the latest status.
- You can communicate with the lister through REQUESTS/SENT/ALL chat box. If you have more than one
REQUESTS, select the chat box corresponding to the REQUEST. The lister will receive a notification asking them to check theirREQUESTS/RECEIVEDchat box for updates. EachREQUEST #has its own dedicated chat box.
- SUPPORT: You can contact rentCraze rep thru the
CONTACT SUPPORTbutton in your REQUESTS/SENT module. Once the rep responds to your query, the button will change toWe are on itand you will be able to chat with them. In the web Dashboard/ Requests/ Request # / Contact Support. Chat thru the Support log.
- Cancellation: You have the option to directly cancel your request before it’s accepted by the LISTER in the REQUEST/SENT/Request # [X] or
MANAGE REQUESTCancel Request. Your transaction will be voided.
- Canceling an ACCEPTED request. You cannot cancel a REQUEST without charges after it has been ACCEPTED. If you need to to cancel the REQUEST, you need to inform the LISTER immediately so they are not preparing for pickup/delivery. In the App, click on the REQUEST/SENT/MANAGE REQUEST and PROCEED. On the website, your dashboard→REQUEST/SENT/ REQUEST ID. Please consult the Cancelation policy for charges that may apply.
-
The job finished early. View the cancellation policy in your request. Go to REQUEST/ SENT/ Request # - MANAGE REQUEST. Fill in the REASON, Mark the required boxes and click Cancel Request
On the next page View Refund & Charges to see the charges. ClickCancel Request. REFRESH page
The status will change to INITIATED RETURN. The lister will be informed and respond by CHAT to make return arrangements. When the lister has the item in their possession, they will give you the lister OTP or mark it as returned in their REQUEST/RECEIVED/Request #. The transaction is now complete.
REFUSAL
- Refusal: If you refuse the item based on condition or it was not similar to the item in the listing, you must inform RentCraze® immediately by clickin on the X button in your REQUEST/SENT module and PROCEED to the CONTACT page or through your web dashboard→ACCOUNT/CONTACT US
- If you have any issues with the item mid rental. Contact LISTER through CHAT BOX. If issue is not resolved, please contact rentCraze support immediately through the request #. Include REQUEST ID from from your REQUEST/SENT module.
- Pick Up/Delivery: You must pick up/accept delivery of the item at the time you selected. Bring a government issued photo I.D.
- Return: Drop the item with the LISTER where you picked it up. Have the item ready for pick up, if it was delivered. If the item is an EARLY RETURN, make arrangements through the Request # CHAT BOX.
- Lister has (# of Hrs mentioned in the listing) to accept the REQUEST. If they do not accept the request within the hour, it will expire. You will receive a PUSH NOTIFICATION. Your transaction will be voided. For reference, it will appear in your Accounts/Financial history.
- If the lister requires a security deposit, it will be refunded 24hrs after completion of rental and return of item in the condition it was rented.
- If the Lister files a damage complaint thru the Account/CONTACT US link, rentCraze will send their concerns to the other party. Both parties will be required to submit written responses. If the matter is not resolved mutually by the two parties, it will be sent to arbitration.
REVIEWS by RENTER
- After you have returned the item, a WRITE A REVIEW button will be activated in your REQUESTS/SENT module for the listing. You can submit a SHORT REVIEW. If you want to write a detailed review, please log on to the MOBILE FRIENDLY site or through the website Account/Review/Reviews by you. You can also access detailed reviews about yourself here.
Moderate
Moderate
Flexible
Strict
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How do I find stuff?
- Why, What, where, when® concept.
- By Item: If you are looking for a specific item. Select an item from the pop up results.
- By Category: if you have a general idea of what's out there
- Filters: Price range, Brand, Size, Make, Delivery availability etc. to further customize your search.
- Delivery: If you are searching for items that offer delivery, check box. Look in Item details for Delivery Notice Required. This is the minimum notice required, (a request made at 8:25am with a 2hr delivery notice will show an earliest available time of 11am). If your input delivery address in the REQUEST section is outside the delivery radius offered, the system will notify you.
- Pick Up Notice applicable: This is the minimum prep notice required by the Lister; (a request made at 8:25am with a 1hr pick up notice will show an earliest available time of 10am). The system will guide you.
- Quick Glance Details: General Price-this is the normal base price (note: lister may have day specific prices and/or times-see CUSTOMIZED INFO), Weekend Pricing, Discounts, Geolocation, Delivery radius/price/notice and Similar items.
- Discounts: Weekend rates, Weekly and Monthly discounts are displayed in the Item Specs. Discounts applied are listed in the Price Table.
- Promotions: Displayed on the item picture links as a banner. This discount, if offered, is displayed as a percentage in the Price Table. Ask
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Can I have it delivered?
Q. Is DELIVERY available?
A. Look for DELIVERABLE in Item details.
Q. What does delivery cover?
A. Drop off at your location and Pick Up from drop off site.
Q. What is DELIVERY NOTICE?
A. The minimum notice (hours) the Lister requires to ensure timely delivery to the farthest distance specified in the listing. The system will not allow the renter to pick any times that fall in this parameter. You initiated the request at 8:50am. Lister has 2 hrs delivery notice in details. The next available slot will be after 10:50am.
Q. What is TIME NEEDED TO PREPARE ITEM/ PICKUP NOTICE?
A. The time (after REQUEST is initiated) required by the lister to prep the item (Test start item, getting to item etc). The system will not allow the renter to pick any times that fall in this parameter. You initiated the request at 8:50am, lister requires 1 hr notice. The next available slot will be after 9:50am.
Q. What is the Delivery zone?
A. Deliver zone is radius based. The lister can decliine the booking if the delivery address is within the zone but across a waterway or some other obstacle. It's the lister's discretion. Lower the Carbon footprint and support LOCAL listings. Rent as close to your destination as possible.
Q. Can I have it delivered to my current location?
A. Change the DEFAULT Delivery address to reflect the applicable delivery address.
Q. Is Delivery fee subject to Sales Tax?
A. Yes
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Cancellation of a PENDING request
Cancellation Policy
Cancellation of a PENDING request.
In your DASHBOARD - REQUESTS/SENT. Refresh for LATEST STATUS. Go to MANAGE REQUEST or the X in the App and follow the prompts.
Condition: The LISTER has NOT ACCEPTED your request and the Lister's free cancellation window has not lapsed.
Cancellation Consequences
Platform penalties may apply
Impact on your ranking
Full refund to renter
Potential suspension for repeated cancels
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Early Return Procedure
Ongoing
Status:
ONGOING
It's all done thru your
REQUEST
SENT
Go to your DASHBOARD,
Requests
MANAGE REQUEST
Scroll to the REQUEST #. View the CANCELLATION POLICY button to see what it's going to cost you . Click on the REQUEST E RETURN and start the process. After you begin the procedure, click on the VIEW DAY-WISE CALCULATIONS AND POLICY DETAILS. For an even more detailed breakdown, go to your REQUEST # in the web and click on the DAY BY DAY breakdown (table below). CHAT with the LISTER to see if this is going to work for them and they are going to sign off on it. Pick a reason from the selection and check all the boxes stating that you have read the policies. Click RETURN . NOTE: On the next page , you have another chance to view your charges. Click CONFIRM RETURN. Don't panic if you made a mistake, you can use the CANCEL RETURN to revert (as long as the lister hasn't entered their OTP to sign off on the Early Return). Your request STATUS will reflect the rental stage stating that the LISTER has been notified. If the lister agrees, they will then mark the item as RETURNED or give you their lister OTP when they have possession of the item. The REQUEST status will notify you that the item has been returned. The SUPPORT GROUP will be notified of all the proceedings as they progress. Refresh the LATEST STATUS button after each submisssion to be current.
I understand and agree to the following:
Cancellation Processing Time: Dec 20, 2025, 8:51 PM
Base time for all calculations
Detailed Day-wise Charges & Refunds (WEB VIEW)
| Day | Date | Start Time | Status | Time Until next rental start/Day | Base Rental Amount | Policy % | Total Charge Amount | Refund Amount |
|---|---|---|---|---|---|---|---|---|
| Day 1 | 2025-12-17 | 11:00 AM | Used | Already used | $10.00 | 100% | $12.01 | $0.00 |
| Day 2 | 2025-12-18 | 11:00 AM | Used | Already used | $10.00 | 100% | $12.01 | $0.00 |
| Day 3 | 2025-12-19 | 11:00 AM | Used | Already used | $10.00 | 100% | $12.01 | $0.00 |
| Day 4 | 2025-12-20 | 8:51PM Early Return | Used | Already used | $5.00 | 100% | $7.01 | $0.00 |
| Day 5 | 2025-12-21 | 11:00 AM | Unused | 14h 9m (12-24 hr tier) | $5.00 | 80% | $5.60 | $1.41 |
| Day 6 | 2025-12-22 | 11:00 AM | Unused | 1d 14h (24-72hr tier) | $10.00 | 75% | $9.05 | $3.02 |
| Total: | $57.69 | $4.41 | ||||||
Legend: Used Days = 100% charged | Partial Charge = Policy-based charge | Low/No Charge = Higher refund
Time Until Day: Shows hours/days remaining until that rental day starts. Less notice = higher cancellation charge.
Time Until Day: Shows hours/days remaining until that rental day starts. Less notice = higher cancellation charge.
Early Return Charges
$57.69
Total paid: $62.10
Total Refund Amount
$4.41
ORANGE
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GREEN
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Cancellation of a request that has been ACCEPTED but not PU/Delivered
Cancellation Policy
There are two cancellation possibilities for a request that has been ACCEPTED by the lister.
1.Cancellation of a request that has been ACCEPTED by the Lister but the Pickup/ Delivery time has NOT passed.
Request Status:
ACCEPTED
PRE PICKUP/DELIVERY TIME
NOT PICKED UP YET /NOT DELIVERED YET
In your DASHBOARD/ACCOUNT
REQUESTS
RECEIVED
MANAGE REQUEST
and follow the prompts.
1. The pickup/Delivery time has not passed, canceled before pickup/delivery time and the renter has not entered-verified his renter pickup/del OTP. The Lister's cancellation policy applies with the first day being treated as UNUSED, canceled before pickup/delivery time. Applicable cancellation rate per day applies.2. Delivery fees refund is at the discretion of the lister. They may have make prior arrangements, reserved or taken time off to deliver the item and have alreay incurred those charges. Lister will inform SUPPORT of his decision.
Cancellation Consequences
Platform penalties may apply
Cancellation charges based on lister's cancellation policy.
Potential suspension for repeated cancels
Lister's Cancellation Policy
Status: ACCEPTED - Days use policy rates.
| Cancellation Timing | Cancellation Charge | Refund Amount |
|---|---|---|
| More than 14 days(336+ hrs before PU/Delivery)
Flexible
|
11% | 89% |
| 7-14 days(168-336 hrs before pickup/delivery)
Moderate
|
22% | 78% |
| 3-7 days(72-168 hrs before pickup/delivery)
Moderate
|
40% | 60% |
| 1-3 days(24-72 hrs before pickup/delivery)
Strict
|
60% | 40% |
| 12-24 hours(12-24 hours before pickup/delivery)
Strict
|
70% | 30% |
| Less than 12 hours(< 12 hours before pickup/delivery)
Very Strict
|
85% | 15% |
Cancellation Charges RENTER
Enhanced Fee Calculation:
Cancellation charges are calculated proportionally across the following components based on the policy timing.
Cancellation charges are calculated proportionally across the following components based on the policy timing.
Request Components:
- Rental Amount: Base item cost
- Service Fee: Platform fee
- Sales/ Service Tax : Applicable taxes
Cancellation Details
| Request Cancellation and Refund Details | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Request Id: 2334 | Total Cancellation: 44.14 | Service Charge: 3.00 | Stripe Fee: 1.82 | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||
| Sales Tax: 4.56 | Per Unit: 10 | Total Unit(s): 3 | Rental Base 30.00 | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||
| Total Paid: 64.38 | Security Dep: 10 | Delivery Fee: 15.00 | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||
| Policy Applied: Policy ID:
15 Created: May 14, 2026 @ 08:10 AM
Policy Level: Lister
Charge Rate: 1st day (<12hrs), 85% (Pre-Pickup/Pre-Delivery Cancellation (1h before delivery))
|
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| Time of Canceling: May 25, 2026 - 10:00 AM UTC: May 25, 2026 - 10:02 AM |
Delivery Time: May 25, 2026 - 11:00 AM (your time) | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
| Hour(s): Cancellation 1.0 hour(s) PRE Request pickup/delivery time (11AM) | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
Day-by-Day Rental BreakdownDetailed charges and refunds for each rental day
Total Amount: 64.38
Total Cancellation Charge: $44.14
Total Refund Amount: $20.24
Lister Gets: $36.50
|
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2. Cancellation of a request that has been ACCEPTED by the Lister and the Pickup/Delivery time HAS passed.
Parameters
ACCEPTED by lister
POST PICKUP/DELIVERY TIME
NOT PICKED UP YET /NOT DELIVERED YET
In your DASHBOARD/ACCOUNT
REQUESTS
RECEIVED
MANAGE REQUEST
and follow the prompts.
- The pickup/Delivery time has passed, canceled after pickup/delivery time and the renter has not verified his renter pickup/delivery OTP. The Lister's cancellation policy applies with the first day being treated as USED, canceled after pickup/delivery time, (a USED day). Applicable cancellation rate per day applies.
- Delivery fees refund is at the discretion of the lister. They may have make prior arrangements, reserved or taken time off to deliver the item and have alreay incurred those charges. Lister will inform SUPPORT of his decision.
Cancellation Details
| Request Cancellation and Refund Details | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Request Id: 2334 | Total Cancellation: 44.14 | Service Charge: 3.00 | Stripe Fee: 1.82 | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||
| Sales Tax: 4.56 | Per Unit: 10 | Total Unit(s): 3 | Rental Base 30.00 | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||
| Total Paid: 64.38 | Security Dep: 10 | Delivery Fee: 15.00 | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||
| Policy Applied: Policy ID:
15 Created: May 14, 2026 @ 08:10 AM
Policy Level: Lister
Charge Rate: 1st day, USED, 2nd day (12-24hrs), 85% (Pre-Pickup/Pre-Delivery Cancellation (1h After delivery time))
|
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| Time of Canceling: May 25, 2026 - 12:00 PM UTC: May 25, 2026 - 12:00 PM |
Delivery Time: May 25, 2026 - 11:00 AM (your time) | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
| Hour(s): Cancellation 1.0 hour(s) POST Request pickup/delivery time (11AM) | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
Day-by-Day Rental BreakdownDetailed charges and refunds for each rental day
Total Amount: 64.38
Total Cancellation Charge: $45.95
Total Refund Amount: $18.43
Lister Gets:$38.00
|
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Moderate
Moderate
Flexible
Strict
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