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Photos are required — not optional#

The Huurmarkt Protection System only takes a damage report into assessment if both check-in and check-out photos of the item exist.

Without these photos, the renter is fully liable — even if the damage could have existed before the rental started.

So always take:

• Photos at pickup (check-in) — together with the owner, at handover.
• Photos at return (check-out) — together or clearly dated.

It doesn't matter how well you know each other or how small the item is — no photos means a damage claim cannot be processed.

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When should damage be reported?#

Damage must be reported as soon as possible:

• During the rental as soon as it occurs
• At return, as soon as you see it
• As soon as a problem is discovered

For the owner there is a hard limit: damage can only be reported before you confirm the return with All good, and within 72 hours of the last rental day (or of the recorded return moment, if the item came back later). After that the return is automatically settled as in order, the deposit goes back to the renter and nothing more can be reported. Four hours after the return moment you get the question in the conversation; after a day, a reminder.

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What counts as damage?#

Damage includes:

• Physical damage
• Functional defects
• Missing parts
• Excessive soiling
• Misuse

Normal wear is not considered damage.

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What should I do at damage? (Renter)#

If damage occurs:

1. Stop using the item if needed.
2. Take clear photos of the damage immediately — alongside your check-in and check-out photos.
3. Report the situation through the platform.
4. Communicate transparently in the chat.

Failing to report damage can affect your account and the assessment of your report.

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What should I do at damage? (Owner)#

If you find damage:

1. Take photos immediately.
2. In the conversation for the booking, or on the booking page, choose Report damage.
3. Give a clear description and the amount you are asking from the deposit (at most the deposit itself).
4. Add your photos. They sit next to the renter's photos.

The report lands in the conversation right away; the renter sees it there and can respond. Your payout for the rental goes ahead as usual — only the deposit is in question.

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What happens after a damage report?#

1. The renter responds in the conversation with I agree or I disagree, with an explanation. Neither answer moves any money; even on agreement nothing is deducted from the deposit yet.
2. If the renter does not respond, they get a reminder after two days. After a week the report goes to assessment without their answer. Silence is not consent: the report is simply assessed on the photos.
3. Huurmarkt assesses the report within ten business days of it being complete, on the pickup and return photos, the messages and the timestamps, and on whether it is normal wear.
4. Huurmarkt decides whether, and up to what amount, the deposit is withheld. Both parties are notified, in the conversation and by email. The withheld part goes to the owner, the rest back to the renter.

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What happens with the deposit?#

When damage is reported:

• The whole deposit stays held until Huurmarkt has decided — even if the renter agreed.
• Part of the deposit may be withheld, never more than the amount requested.
• The rest goes back to the renter as soon as the decision is made.

If no damage is established, the whole deposit is released.

See the deposit policy for full details.

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When is the risk pool drawn on?#

The Huurmarkt Protection System uses a two-layer waterfall:

1. Deposit — first layer, used first
2. Risk pool — second layer, may top up to the maximum per report

This means:

• Accidental damage during the rental period may be compensated.
• Misuse, negligence or illegal use is NOT included — that's fully on the renter.
• Huurmarkt Protection is not insurance and Huurmarkt is not an insurer. We manage the risk pool ourselves, assess every report and mediate. There is no entitlement to payment.
• If an amount remains above the maximum, the owner can recover it directly from the renter.

See Huurmarkt Protection System for the full logic.

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What if the damage exceeds the deposit?#

If damage is higher than the deposit:

• Further assessment may take place.
• Huurmarkt Protection may be drawn on, if it applies to the booking.
• Additional handling may be needed.

Each situation is reviewed individually.

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What if I disagree with a damage report?#

If you disagree:

1. Choose I disagree in the conversation and explain why.
2. Make sure your pickup and return photos are submitted; they are your evidence.
3. Wait for the assessment, within ten business days of the report being complete.

While the report is under review, the deposit stays held.

Huurmarkt assesses based on reasonableness, evidence and platform terms.

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Car rentals: extra notes#

For vehicles, special attention to:

• Bodywork damage
• Interior damage
• Mileage
• Fuel level
• Warning lights
• Traffic fines (which may arrive later)

Always take detailed photos at pickup and return.

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What happens with theft?#

If theft occurs:

1. Report through the platform immediately.
2. File a police report if required.
3. Submit documentation.

The deposit may be temporarily held.

Whether Huurmarkt Protection can be drawn on depends on the situation and on the booking.

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What is NOT considered damage?#

Not damage:

• Normal traces of use
• Light wear consistent with use
• Pre-existing damage documented at pickup

That's why the pickup check is essential.

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Misuse of damage reports#

False or fraudulent damage reports can lead to:

• Investigation
• Recovery of amounts
• Account restriction
• Permanent removal

Honesty and transparency are essential for a safe platform.

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Important#

• Never handle damage outside the platform.
• Keep all communication in the chat.
• Don't send payments directly to each other.
• Don't share sensitive documents via chat.

All handling must go through Huurmarkt.

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Summary#

In case of damage:

• Report immediately, with Report damage in the conversation or on the booking page — before All good and within 72 hours.
• Take clear photos.
• The renter responds with agree or disagree; Huurmarkt decides within ten business days.
• The deposit stays held until the decision.
• Huurmarkt Protection may be drawn on for larger damage, within the limits of the risk pool.

Transparent communication prevents escalation.