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What counts as theft or loss?#

Theft or loss includes:

• The item is stolen during the rental period.
• The item is lost and cannot be returned.
• Parts or accessories are missing at return.
• A vehicle is not returned.

Each case is reviewed individually.

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What should I do for theft? (Renter)#

If the rented item is stolen:

1. Report immediately through the platform.
2. Inform the owner via the chat.
3. Always file a police report — without a police report number a damage report cannot be assessed.
4. Submit the police report number via chat or the damage form.
5. Keep all communication on the platform.

No police report = no valid theft claim. The deposit and any additional costs are then charged to the renter.

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What should I do for loss? (Renter)#

If an item or part is lost:

1. Report through the platform immediately.
2. Describe clearly what is missing.
3. Submit additional evidence if available.

Loss can lead to retention of (part of) the deposit.

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What should I do at suspected theft? (Owner)#

If an item is not returned or may be stolen:

1. Reach out via the chat immediately.
2. Report the situation through the platform.
3. Gather relevant documentation.
4. File a police report if needed.

Open a dispute if necessary.

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What happens with the deposit?#

For theft or loss:

• The deposit may be temporarily held.
• (Part of) the deposit may be retained.
• Additional assessment may take place.

The deposit is not automatically released until the situation has been reviewed.

See the deposit policy for details.

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What is and isn't included?#

The Huurmarkt Protection System has clear rules.

Included (with a report including police report and check-in/check-out photos):

• Unforeseen external theft during the rental period
• Missing parts due to a documented incident

Not included — on the renter:

• Theft caused by negligence (leaving keys behind, not locking, etc.)
• Loss due to carelessness or lack of attention
• Use by unauthorized persons
• Theft outside the rental period

How is it handled financially?#

The HPS waterfall for theft and loss:

1. Deposit is used first.
2. Risk pool may top up to the maximum per damage report.

If an amount remains above that maximum, the owner can recover it directly from the renter. Huurmarkt mediates where possible. There is no entitlement to payment.

For theft caused by negligence, the waterfall stops at step 1 — the renter is fully liable and the cost may exceed the deposit.

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What if the item is not returned?#

If an item is not returned:

• It can be treated as loss or theft.
• The deposit may be retained.
• Further assessment or legal handling may follow.

Huurmarkt may take appropriate measures to protect users.

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Car rentals: extra notes#

For vehicles:

• Theft must be reported immediately.
• A police report is usually required.
• Documentation (keys, papers) may be requested.
• Traffic fines may still be charged later.

If a vehicle is not returned, it can have serious consequences.

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What if I disagree with the handling?#

If you disagree with:

• Deposit retention
• Liability
• Loss assessment

Open a dispute via the platform.

Provide as much evidence as possible.

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Misuse and fraud#

False theft or loss reports can lead to:

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

Transparency and honesty are essential.

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Important#

• Report theft or loss immediately.
• Don't arrange financial settlement outside the platform.
• Keep all communication on the chat.
• Provide complete and correct information.

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Summary#

For theft or loss:

• Report through the platform immediately.
• File a police report if needed.
• Provide evidence.
• The deposit may be temporarily held.
• Huurmarkt Protection may be drawn on.

Quick and transparent communication prevents escalation.