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What is a dispute?#

A dispute is a formal escalation when:

• Renter and owner can't agree.
• There's disagreement about damage or deposit.
• There's a no-show dispute.
• A payment is being challenged.
• A previous damage assessment doesn't lead to agreement.

A dispute is always opened through the platform.

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When can I open a dispute?#

You can open a dispute when:

• You disagree with a damage claim.
• You disagree with a deposit retention.
• There's a serious conflict over agreements.
• There's suspected misuse or wrongful action.

A dispute must be opened within the applicable window.

Late disputes may be rejected.

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How do I open a dispute?#

1. Go to "My bookings".
2. Select the booking.
3. Choose "Open dispute".
4. Describe the problem clearly.
5. Add evidence (photos, documents, chat references).

Without clear substantiation a dispute cannot be properly assessed.

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What happens after a dispute is opened?#

After a dispute is opened:

• The other party is informed.
• Additional information may be requested.
• The case is reviewed.
• The deposit or payout may be temporarily held.

During this period parties may not arrange payments outside the platform.

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What information is taken into account?#

Huurmarkt may look at, among other things:

• Pickup and return photos
• Chat history
• Timestamps
• Listing description
• Payment data
• Prior reports
• Any additional documentation

For vehicles we may also consider:

• Mileage
• Fuel level
• Technical reports
• Traffic fines

Objective evidence weighs heavier than personal statements.

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What happens with the deposit during a dispute?#

While a dispute is active:

• The deposit is not automatically released.
• The payout may be temporarily paused.
• An assessment is completed first.

After the decision:

• The deposit may be released in full.
• Part may be retained.
• Further handling may follow.

See the deposit policy for additional information.

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What happens with the payout?#

In an active dispute:

• The payout to the owner can be temporarily held.
• No automatic payout occurs until the dispute is closed.

This prevents irreversible transactions during review.

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How long does a dispute take?#

Huurmarkt assesses a report within ten business days of it being complete. If we request additional information, that period only continues once we have received it.

Duration also depends on:

• Case complexity
• Availability of evidence
• Involvement of external parties

Huurmarkt aims for a reasonable and careful resolution.

Complex cases may need additional time.

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Who makes the decision?#

Huurmarkt:

• Reviews the case based on platform terms.
• May mediate between parties.
• Communicates a reasoned decision.

Huurmarkt is not a court.

If it concerns a damage report under Huurmarkt Protection, Huurmarkt makes the decision itself, within the limits of the risk pool and the applicable terms. Huurmarkt Protection is not insurance and no insurance partner is involved.

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What if I disagree with the decision?#

If you disagree:

• You can submit additional information within the applicable window.
• The case is reconsidered if there is new relevant evidence.

After a final decision the case is closed.

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What if damage is higher than the deposit?#

If the established damage exceeds the deposit:

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

Each case is reviewed individually.

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Misuse of the dispute procedure#

Falsely or strategically opening disputes can lead to:

• Dispute rejection.
• Account restriction.
• Temporary suspension.
• Permanent removal.

Manipulating evidence or providing false information is not tolerated.

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What is not allowed?#

• Settling payments outside the platform.
• Threatening negative reviews to apply pressure.
• Providing incorrect information.
• Sharing documents or sensitive data via chat.

All handling must go through Huurmarkt.

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Huurmarkt's legal position#

Huurmarkt:

• Does not own the rented items.
• Is not a party to the rental agreement.
• Is not an insurer.
• Acts solely as a marketplace mediator.

Disputes are assessed based on platform terms and reasonableness.

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Summary#

A dispute is a formal escalation in case of disagreement.

• Open the dispute through the platform.
• Submit clear evidence.
• During the dispute funds may be held.
• Huurmarkt reviews and communicates a decision.
• Misuse can lead to account measures.

The dispute procedure protects both renters and owners and contributes to a reliable platform.