This policy sets out the procedure for Lenders to report and recover damages for items rented through The Volte UK platform. It establishes clear responsibilities, timeframes, evidence requirements, and financial liability in cases of garment damage.
1️⃣ Reporting Damage
Borrower’s Responsibility
- Borrowers must report any damage sustained during the rental period directly to the Lender via The Volte UK's messaging system.
- Borrowers must notify the Lender before the end of the rental period.
Lender’s Initial Responsibility
- If a Borrower notifies the Lender of damage:
- The Lender must report the damage to The Volte UK Support Team via [email protected] within 24 hours of receiving notification from the Borrower.
- If the Borrower does not report damage during the rental period:
- The Lender must inspect the item upon return.
- The Lender must notify The Volte UK Support within 24 hours of receiving the returned item if damage is discovered.
- Failure to meet these timeframes may result in forfeiture of any damage claim.
2️⃣ Required Evidence for Claims
Lenders are strongly encouraged to take clear photographs of any damage to document the condition of the item.
To submit a valid claim, Lenders must provide all of the following documentation within 14 calendar days of receiving the damaged item:
- High-quality photographs of the damage.
- A written description outlining the nature and extent of the damage.
- At least one professional repair or cleaning quote, or an official assessment from a registered repair service.
- Proof of original purchase:
- Purchase receipt or bank statement showing payment.
- If purchased second-hand, valid proof of payment (PayPal receipt, bank transfer evidence, etc.).
Failure to submit full supporting evidence within 14 days will invalidate the claim.
3️⃣ Resolution Process
- Once all documentation is received, The Volte UK will investigate and attempt to resolve the claim within 30 calendar days.
- During this period, both Lender and Borrower are expected to fully cooperate and provide any further information reasonably requested.
In cases of disagreement:
- If the Borrower and Lender cannot agree on the repair costs or whether the item is repairable, the item must be forwarded to The Volte UK for independent inspection and assessment.
- The Volte UK's determination of the item’s condition, repairability, and valuation will be final and binding.
4️⃣ Payment Process
With Insurance Cover
- Where the Lender has valid insurance (purchased via The Volte UK Lender Insurance Policy), The Volte UK will pay out the insured amount immediately upon confirming damage, regardless of Borrower recovery status.
Without Insurance Cover
- If the Lender has no insurance coverage, recovery of costs will depend on the Borrower's ability and willingness to pay.
- The Borrower remains fully liable for:
- The cost of repair.
- Replacement costs where damage is beyond repair.
- Any additional recovery or legal costs.
5️⃣ Total Loss / Irreparable Items
- If an item is deemed beyond repair:
- The Lender and Borrower should mutually agree on whether the item will be returned or retained by the Borrower upon payment.
- The Volte UK will mediate if agreement cannot be reached.
- Once a claim has been resolved and paid out under insurance, unrepairable items may be requested by The Volte UK for disposal or retention.
6️⃣ Recovery of Unpaid Claims
- Any outstanding Borrower debt will be escalated to The Volte UK’s debt collection agents.
- Borrowers remain liable for:
- Outstanding balance.
- Debt recovery costs.
- Legal costs, where applicable.
The period to resolve claims will extend beyond 30 days if active recovery or legal proceedings are ongoing.
7️⃣ Platform Disclaimer
- The Volte UK acts solely as a marketplace and facilitator of claims.
- The Volte UK is not financially liable for unpaid claims unless the Lender has purchased an applicable insurance product directly via The Volte UK platform.
- All parties agree to cooperate fully with The Volte UK throughout the claims process.
This Lender Damage Claim Policy forms part of The Volte UK's binding Terms of Service and applies to all rentals completed through the platform.