Rent Out with Confidence
Ndolula protects your items with bond escrow, photo-based damage claims, and a clear non-return escalation process.
Every rental includes a refundable bond set by you. On most bookings we place a hold on the renter’s card rather than charging it; on longer bookings the bond is charged and refunded. Either way it stays secured until you confirm the item has been returned in good condition, and it is released to you only through a damage claim our team upholds.
If your item is returned damaged, you can raise a claim with photo evidence. Before-and-after photos are the primary basis for damage decisions. We encourage documenting item condition before every rental.
Your rental income is paid out via Stripe Connect once the rental is completed and a 48-hour claim window has passed, typically the next business day. Holding briefly after return is what lets a damaged item be put right. Your financial details are never shared with renters.
If you file a claim, we review the condition report frozen at booking, any amendments made at handover, the renter's return photos and your inspection. We then decide how much of the bond is awarded to you. The decision is made once.
Contact support as soon as an item is overdue. A non-return is handled by our team directly rather than by the automated return flow: we can suspend the renter's account and provide your booking records and condition reports if you take the matter further.
Report a listing or a message from the listing itself. For anything about a booking in progress, including damage and non-returns, email support@okonomi.com.au so it reaches a person.
Setting your bond
You set the bond amount on each listing. It should reflect the item's value and the cost of potential repairs. The bond is displayed on your listing so renters know what to expect.
During the rental
The bond stays secured through Stripe, as a hold on the renter's card or, on longer bookings, a payment we refund. It is not paid out to you during the rental, and reaches you only through a damage claim our team upholds.
If the item is returned in good condition
Confirm the return in the app and the bond hold is released. You have 24 hours from the moment the renter marks the item returned; after that the return is accepted automatically and the hold is released.
If the item is damaged
Mark the affected items as damaged on the inspection form, upload photos, and file a claim for up to the value of the bond. You must do this inside the same 24-hour window. The amount you claim is held and the rest of the bond is released to the renter, then Ndolula reviews the claim and decides how much you are awarded.
If the item is not returned
Email support@okonomi.com.au. A non-return sits outside the return flow, which can only act once a renter marks the item returned, so it needs a person rather than the app. We can suspend the renter's account and provide your booking records and condition reports if you take the matter further. Do not wait for the booking to close itself.
Message the renter
Most overdue items are a delay rather than a loss. Use the booking's message thread so the exchange is on the record.
Email support
Write to support@okonomi.com.au with the booking reference. Do this while the booking is still open. The damage claim flow only becomes available once a renter marks the item returned, so it cannot help you here.
Escalation
We can suspend the renter's account, and provide your booking records, condition reports and message history if you report the matter to police.
- Take clear, well-lit photos of your item from multiple angles before every rental.
- Set a bond amount that reflects your item's value and potential repair costs.
- Always hand items over in person — never leave them unattended for pickup.
- Add care instructions to your listing so renters know how to handle your item.
- Inspect and confirm a return within 24 hours. After that it is accepted automatically and you cannot claim.
- If an item is not returned, email support straight away. The in-app claim only opens once a renter marks the item returned.
- Communicate with renters through Ndolula messaging to keep a record.
- Describe items accurately to set proper expectations and avoid disputes.
Protected and ready to list?
List your first item knowing your rentals are covered.