Trust & Safety
How we keep peer-to-peer rentals safe for everyone
Our Trust Systems
Bond Escrow via Stripe
SecureEvery rental includes a refundable bond, secured through Stripe. On most bookings we place a hold on the renter's card and never charge it; on longer bookings it is charged and refunded instead. Either way it is released as soon as the owner confirms the item came back in good condition, or automatically if they do not inspect it within 24 hours.
Photo Evidence
RecommendedWe strongly encourage both owners and renters to take photos before and after every rental. Photo evidence is the primary basis for resolving damage disputes, so documenting item condition protects both parties.
Damage Claim Process
24h WindowAn owner has 24 hours from a declared return to inspect the item and raise a claim, capped at the bond. After that the return is accepted automatically and the bond hold is released. Where a claim is raised, Ndolula reviews it against the condition report and both sides' photos, and decides how much of the bond is awarded.
Verified Users
All users complete identity verification through Clerk before they can rent or list items. Owners who maintain a strong track record earn verified status, visible on their profiles.
How the Bond Works
Bond charged at booking
When you book an item, the bond amount is charged to your card alongside the rental fee. The bond is set by the owner and displayed clearly on every listing.
Secured by Ndolula
The bond stays secured via Stripe for the duration of the rental, as a hold on the card or, on longer bookings, a payment we refund. It is never paid out to the owner during the rental.
Released on confirmed return
Once the owner confirms the item came back in good condition, we release the bond straight away. If they do not inspect it within 24 hours of you marking it returned, the return is accepted automatically and the bond is released anyway. Your bank can take a few days to show a released hold as available again.
Claimed if damaged
If the item comes back damaged, the owner can claim part or all of the bond within their 24-hour inspection window. The claimed amount is held, the rest of the bond is released, and the renter is notified. Ndolula then reviews the claim and decides how much of it is awarded.
Photo Evidence Guidance
Photos are the single most important piece of evidence in any damage dispute. We recommend both owners and renters follow these practices:
- Take clear, well-lit photos of the item from multiple angles before each rental
- Photograph any existing wear, scratches, or marks so they are on record
- Take equivalent photos when the item is returned
- Include close-ups of any areas prone to damage (screens, edges, moving parts)
- Store photos with timestamps — your phone camera does this automatically
- Upload photos to the platform when confirming handover or return
Dispute Resolution
Direct communication
We encourage renters and owners to communicate directly through Ndolula messaging to resolve any issues. Many problems can be solved through open conversation.
Ndolula reviews the claim
The renter is notified as soon as a claim is filed. Ndolula then reviews it against the condition report, the renter's return photos and the owner's inspection. This is why photographing the item at handover and at return matters: it is the record the decision rests on.
A decision is made
Ndolula awards somewhere between nothing and the full bond to the owner, weighing the evidence against the fair use wear and tear policy. Whatever is not awarded goes back to the renter. A claim is decided once.
Stripe dispute (last resort)
As a final escalation, either party can raise a dispute through Stripe. Stripe will review the case and make a binding decision based on their policies.
Fair Use — Wear & Tear Policy
Normal wear and tear is expected when renting items and is not grounds for a bond claim. Owners must accept that rented items will show reasonable signs of use.
- Minor scuffs or surface marks from ordinary use
- Dust, dirt, or grime that can be cleaned
- Battery depletion or consumable use (fuel, ink, etc.)
- Tyre wear on bikes, trailers, or wheeled equipment
- Fading or minor cosmetic changes from outdoor use
- Normal loosening of bolts, fittings, or adjustments
- Broken, cracked, or bent components
- Water damage to non-waterproof items
- Missing parts or accessories that were included
- Stains or marks that cannot be reasonably cleaned
- Structural damage affecting function
- Electrical or mechanical failure caused by misuse
- Modifications or alterations not agreed with the owner
In disputes, platform mediators assess whether reported damage falls within normal wear and tear. Photo evidence from before and after the rental is the primary basis for decisions. If an owner repeatedly claims bonds for normal wear, the platform may review their account.
Our Commitment to Safety
At Ndolula, safety is built into every rental. We are committed to creating a platform where owners and renters can transact with confidence. This means:
- Holding bonds in escrow so neither party is at risk
- Encouraging photo documentation for every rental
- Providing a fair and transparent dispute resolution process
- Enforcing clear wear and tear guidelines
- Monitoring for suspicious activity and policy violations
- Listening to community feedback to improve safety