Refund & Cancellation Policy
Last updated: 26 September 2026
1. Overview
This policy explains how cancellations, refunds, deposits and disputes work on BorrowMe. Payments are processed securely by Stripe. By making a booking you agree to this policy alongside our Terms of Service.
2. Cancelling before your rental starts
- 24 hours or more before the start time: you receive a full refund, issued automatically.
- Inside 24 hours of the start time: the cancellation is sent to our support team for review, and any refund is at our discretion depending on the circumstances and the impact on the lender.
3. If the lender cancels
If a lender cancels your booking, you are entitled to a full refund. This is issued automatically and you do not need to do anything further.
4. Item not as described
If an item is materially different from its listing (for example damaged, unsafe or not the item advertised), report it to us within 2 hours of confirmed pickup. Reports within this window open a support case and follow the full-refund path. Reports made after 2 hours are reviewed manually rather than refunded automatically.
5. Cancelling during an active rental
Once a rental has started (pickup confirmed), cancellations are reviewed by support on a case-by-case basis. A partial refund may be issued at our discretion based on the time used and the circumstances.
6. Deposits
Where a listing requires a deposit, it is authorised (held) at the start of the rental and released once the item is returned in the agreed condition. If there is a damage or non-return claim, all or part of the deposit may be captured to cover the agreed cost.
7. How refunds are processed
- Refunds are returned to your original payment method via Stripe.
- Depending on your bank, refunds typically arrive within 5–10 working days.
- Platform fees are refunded in line with the refund amount.
8. Disputes & support
If you disagree with a refund decision or need help with damage, non-return or a cancellation, contact us at support@borrowme.uk or via the support section in the app. We aim to review all cases promptly and fairly.