Damage and Loss Policy

Shared Style

Damage and Loss Policy

Effective date: June 2025 | Version 1.2 (updated September 2026)

This policy governs how damage and loss claims are assessed and resolved on the Shared Style platform. It forms part of the Rental Agreement between Lenders and Renters.

Purpose

This Damage and Loss Policy sets out how Shared Style (Pty) Ltd ("we", "us", "our") handles situations where a rented item is returned damaged, not returned at all, or returned with damage that is disputed between the Lender and the Renter.

No Security Deposit Is Currently Held

Shared Style does not currently charge or hold a security deposit on any rental booking. If a damage or loss claim is raised and upheld, the Renter is charged the agreed amount directly, after the claim is resolved — nothing is held upfront.

This is a deliberate choice while Shared Style is in its early testing phase, not an oversight. It may change in future, in which case this policy will be updated accordingly and the change will be communicated to users in advance.

The Photo Documentation Stages

Claims under this policy rely on a four-stage photographic record of the item's condition, captured through the in-app camera at defined points in the rental. References to “Stage 1” through “Stage 4” throughout this policy mean the following:

Stage 1 — Dispatch (Lender): the condition of the item at dispatch, photographed by the Lender immediately before sending it to the Renter.
Stage 2 — Receipt (Renter): the condition of the item on receipt, photographed by the Renter within 24 hours of delivery.
Stage 3 — Pre-return (Renter): the condition of the item before return, photographed by the Renter immediately before sending it back to the Lender.
Stage 4 — Post-return (Lender): the condition of the item on its return, photographed by the Lender on receiving it back from the Renter.

All photographs must be taken using the in-app camera function to be considered as evidence under this policy.

What Is and Is Not Claimable

Not Claimable — Fair Wear and Tear

The following are considered normal wear and tear and are not claimable against the Renter:

Minor fabric pilling consistent with the item's age and described condition.
Light scuffs or surface marks on leather or suede consistent with the condition described at listing.
Small, faint pulls on delicate fabrics where the item was listed in Good or Fair condition.
Odour from normal wear, removable by standard washing or airing.

Claimable — Significant Damage

The following may result in the Renter being charged for repair or replacement:

Stains that cannot be removed by standard dry-cleaning or washing.
Tears, holes, or cuts that were not present at dispatch.
Broken or missing fastenings (buttons, zips, hooks) where the item was listed in New or Excellent condition.
Alterations or modifications made without the Lender's consent.
Permanent structural damage that reduces the item's wearability or value.

Undisclosed Pre-Existing Damage — Forfeiture of Claim

Lenders are required to photograph all existing flaws at the time of listing. Damage that was present before the rental but not disclosed cannot be claimed against the Renter.

Where damage is identified at Stage 4 (Lender post-return) that was present in the item prior to the rental but was not disclosed in the Listing or evidenced in the Stage 1 photographs, the Lender forfeits the right to claim against the Renter for that specific damage.

Lenders must use the dedicated flaws photo slot in the listing form to photograph all existing damage, wear, alterations, or imperfections — including pulls, pilling, stains, altered hems, missing buttons, broken fastenings, and fading. The burden of disclosure rests entirely with the Lender at the time of listing.

Loss

An item is classified as lost if it is not returned within 7 days of the rental end date. In the event of loss, the Renter may be charged the item's declared RRP, subject to review. Shared Style will contact both parties before classifying an item as lost.

Transit Damage

It is the responsibility of the party dispatching an item — the Lender on the outbound journey and the Renter on the return journey — to package it securely and appropriately for transit. Damage caused by a courier during delivery or return is classified as transit damage and is handled separately from rental damage.

The Renter must report transit damage within 24 hours of receipt by uploading Stage 2 photographs using the in-app camera. Reports of transit damage submitted after this 24-hour window will not be treated as transit damage claims — they will instead be assessed as damage caused during the rental period.

Transit insurance is for the account of the Sender and/or Recipient at all times; it is not provided automatically by the courier or by Shared Style. Where transit damage is confirmed and transit insurance is in place, Shared Style will assist both parties in lodging a courier insurance claim.

The Claims Process

Raising a Claim

The Lender must raise a damage or loss claim within 24 hours of the return being initiated. Claims must be submitted through the in-app claim process and must include:

Photographs taken using the in-app camera.
A description of the damage or loss.
Where applicable, a repair quote or replacement value from a relevant supplier.

Renter's Response

Once a claim is raised, the Renter is notified and has 47 hours to respond — either accepting the claim, or submitting their own evidence and description of events.

Review and Outcome

Shared Style reviews the evidence submitted by both parties and decides whether the Renter owes the Lender anything and, if so, how much. We aim to do this within 5 business days of receiving both sides' evidence. Review is based on:

Photographs from both the Lender and the Renter.
In-app communication records.
The Listing description, condition grade, and flaws disclosure.

All photographs must have been taken using the in-app camera function to be considered as evidence.

Payment

Because no deposit is held, nothing is automatically released or withheld at any point in this process. If a claim is upheld, the Renter is charged the agreed amount directly, and that amount is paid to the Lender once the charge goes through.

If Shared Style finds that the Renter owes the Lender an amount, the Renter will be charged that specific amount through the app's payment provider. If no amount is owed, the claim is closed with no charge to either party.

Contact

Damage and loss claims: raised in-app via the Claims section.

Escalation and appeals: legal@sharedstyle.co.za