How trust works on Borrro

Your phone number and your ID are checked before some things are allowed. You verify your phone on your account page. Your ID document and selfie are seen by the Borrro team only, and never shown to the other person.

• No check is required yet: no trust policy is active.

A check moves from unverified, to pending, to verified. It can also end as failed or restricted. Your account page says what the next step is in each case.

Open your account

Each person has a trust level. It moves with what happens on Borrro: completed rentals, items returned on time, late returns, cancellations and the reviews from them. A new account starts at New.

1. NewNo completed rentals on record yet.
2. LimitedLate returns or cancellations outweigh the rentals so far.
3. BuildingReturning items on time and building a record.
4. EstablishedA solid record of completed, on-time rentals.
5. TrustedA long record of completed rentals, and a verified ID.

What a level unlocks

No deposit reduction is switched on yet. Your quote always shows the deposit you would pay.

A booking request is not a booking until the owner accepts it. The owner has 24 hours to accept or decline, and your dates are held while they answer. A declined request says why, if the owner gave a reason.

You can withdraw your own request before it is accepted. Withdrawing is not counted as a cancellation.

Before a rental starts, the owner and the renter each record the item’s condition: photos or video, the accessories, and any fault. The same happens when the item comes back. Each record is timestamped and kept with the booking.

If you disagree about the condition, the records are what is checked, not memory or who asks first.

The deposit is security money, not part of the price. It is shown on its own line, never added into the rate, and it is not income for Borrro or the owner.

It is released once the return is settled, unless a claim is open on the rental. Claims follow the process below.

If an item comes back damaged or does not come back, the owner can report it and claim an amount, up to the deposit or the rent, with the evidence. The renter answers once: accept the claim, or disagree and say why.

A claim that is disputed goes to a person on the Borrro team. They decide it on the evidence and the published rules, and say which rule and which evidence the decision rests on. Neither side wins automatically.

Either side can open a support case from the rental’s page. The rules on this page, and the ones under “Before you book” on each item, are the rules that apply. Help and contact.

Borrowers can review an item once it has been returned. Reviews are about the items, and they are shown on the owner’s profile and on the item.

Before a booking is confirmed, no one sees where an item is picked up; the exact spot is shared once it is. Your phone number and email are never shown to other members, and are hidden in Borrro messages.