Protection & Disputes Policy

This Protection & Disputes Policy explains how NYBO handles item handover evidence, late returns, missing items, damage reports, payment authorisations, claims, and dispute reviews between users.

This policy is designed to support trust and fairness on the platform. It should be read together with our Terms & Platform Rules, Privacy & Cookies Policy, and any category-specific rules that may apply to a listing.

NYBO is an intermediary platform. We are not automatically the owner, insurer, or guarantor of every listed item, and we do not guarantee that every loss, delay, damage, or dispute will result in reimbursement.

Where available, any platform protection measure, reserve contribution, payment hold, or pre-authorisation process is intended to support trust and dispute handling, but it is not a substitute for full insurance unless we expressly state otherwise in writing.

Users must follow the handover and return evidence rules applicable to the item category and item value.

Failure to provide required evidence may reduce or remove eligibility for dispute support, compensation review, or payment release decisions.

Before handover, the lender should ensure that the listing is accurate and that the item condition is properly documented. Where relevant, users should confirm:

• item condition;
• brand and model;
• serial number;
• included accessories or parts;
• visible wear, scratches, dents, or faults;
• any known operating or safety limitations.

Where a checklist is provided on-platform, both parties should review it before the rental starts and again when the item is returned.

Items must be returned at the agreed time and place unless both parties agree otherwise through the platform or in writing.

If a renter is running late, they must notify the lender as soon as possible. We may apply:

• late fees;
• additional rental charges;
• payout adjustments;
• temporary holds on account activity;
• suspension for repeated late-return behaviour.

Repeated late returns, poor communication, or deliberate non-return may result in stronger enforcement action.

If an item is not returned as agreed, the renter must respond promptly to platform communications and provide a clear explanation.

If an item, accessory, or component is missing, the parties should report this through the platform as soon as possible. We may request:

• return evidence,
• handover evidence,
• messages between the parties,
• item value information,
• serial number confirmation,
• replacement or repair estimates.

Where appropriate, we may hold or recover funds, apply platform restrictions, or escalate the matter for formal review.

Any damage, malfunction, missing part, cleanliness issue beyond normal use, or condition problem must be reported within 24 hours of return or attempted return, unless a shorter or longer window is clearly stated for the relevant item or category.

Damage reports should include:

• a written description of the issue;
• photos and/or video evidence;
• the date and time the issue was identified;
• a summary of why the issue is believed to have occurred during the rental;
• supporting documents where relevant, such as repair quotes or replacement estimates.

If damage is not reported within the required time, the platform may reject the claim or limit the remedies available, except where law requires otherwise.

Not every difference in condition is damage. Minor and reasonable wear consistent with normal agreed use may not qualify for reimbursement, charge, or claim support.

We may distinguish between:

• fair wear and tear;
• cosmetic but significant damage;
• functional damage;
• missing items or parts;
• misuse or negligent handling;
• serious or deliberate damage.

For some rentals, we may require a deposit, card verification, or payment pre-authorisation. This may depend on factors such as:

• item category;
• item value;
• trust history;
• dispute history;
• incomplete verification;
• unusual booking behaviour;
• fraud or misuse signals.

A pre-authorisation is not the same as an immediate charge. It allows us or the payment provider to reserve an amount temporarily in line with the applicable payment terms and our platform rules.

Where a valid claim is upheld, we may:

• capture all or part of the authorised amount;
• deduct approved charges;
• offset amounts against payouts;
• reverse, hold, or adjust payments.

Depending on the facts of a case, we may facilitate:

• a full refund;
• a partial refund;
• an additional charge;
• a payout hold or reduction;
• release of a payment hold;
• no financial adjustment where evidence is insufficient or the claim is not supported.

Where refunds are due from us as the trader for fees we collected, consumer law guidance generally expects refunds to be made without undue delay and often within 14 days where applicable, using the original payment method unless otherwise agreed.

If users cannot resolve an issue directly, they may open a dispute through NYBO. We may ask both sides to submit:

• messages and timeline details;
• handover and return evidence;
• photos, videos, and checklist records;
• receipts, repair quotes, or replacement costs;
• proof of communication delays or no-show behaviour.

We may review the materials provided and make a platform decision based on the available evidence, the listing details, platform rules, user history, and the seriousness of the issue.

We aim to acknowledge dispute reports promptly and to begin review as soon as reasonably possible.

Our operational target is:

• initial support response within 12 hours for urgent issues;
• standard evidence review within 1 to 5 business days;
• longer review periods for complex or higher-value claims, repeated misconduct, suspected fraud, or cases needing extra documents.

These are targets, not guaranteed deadlines.

Any platform protection process is subject to eligibility rules, evidence rules, category restrictions, fraud checks, and payment-provider limitations. Protection may be unavailable or reduced where:

• required evidence is missing;
• the report is late;
• the listing was misleading or incomplete;
• the item was prohibited or miscategorised;
• the user acted dishonestly or outside platform rules;
• the issue relates to fair wear and tear;
• recovery is not possible through the payment or evidence available.

Certain categories may require enhanced evidence, mandatory pre-authorisation, restricted eligibility, or manual review. These may include, for example:

• drones,
• cameras,
• game consoles,
• sound or AV equipment,
• items with serial numbers,
• items with cutting, electrical, heating, or outdoor safety risks.

We may expand, restrict, or reclassify categories at any time for safety or operational reasons.

If you are unhappy with how we handled a dispute, you can contact us at:

Please include:

• your account email,
• booking or transaction reference,
• a short description of the issue,
• any additional supporting material.

Where consumer law requires, users may also have access to external complaint or dispute-resolution channels. The European online dispute resolution framework has existed to support out-of-court online consumer disputes, although practical availability may depend on current status and jurisdictional scope.