Shared Style

Damage and Loss Policy

Effective date: June 2025 | Version 1.1

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. The security deposit system exists to protect Lenders from financial loss while ensuring Renters are not charged unfairly.

The Security Deposit

A security deposit is charged to the Renter at the time of booking and held in escrow throughout the rental period. The deposit is calculated as a percentage of the item's declared RRP, subject to a cap of R3,000:

The deposit is not income for the Lender. It is held in escrow and released to the Renter at the end of the rental unless a valid damage or loss claim is raised and upheld.

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:

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

• 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

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 maximum deposit is payable to the Lender, subject to adjudication. 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 48 hours of Stage 4 completion (Lender post-return photo upload). Claims must be submitted through the in-app claim process and must include:

• Stage 4 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.

Automatic Deposit Release

If the Lender does not raise a damage or loss claim within 48 hours of Stage 4 completion, the security deposit will be automatically released to the Renter without further action from either party. This automatic release constitutes acceptance that the item was returned in satisfactory condition. No claim can be raised after this point except at Shared Style's sole discretion in exceptional circumstances.

Adjudication

Shared Style will adjudicate damage claims within 5 business days of receiving all required evidence from both parties. Both the Lender and the Renter will have an opportunity to submit evidence and respond to the other party's submission. Adjudication decisions are based on:

• Stage 1 photographs (item condition at dispatch).
• Stage 2 photographs (item condition on receipt by Renter).
• Stage 3 photographs (item condition before return).
• Stage 4 photographs (item condition on return to Lender).
• 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.

Outcomes

• Full deposit to Renter: claim rejected or damage not attributable to Renter.
• Partial deposit to Lender: damage confirmed but valued below the full deposit amount.
• Full deposit to Lender: significant damage or loss confirmed.
• Deposit split: where fault is shared or evidence is inconclusive.

Appeals

Each party may appeal an adjudication decision once, within 5 business days of the decision being communicated. Appeals must include new evidence not submitted in the original claim. Shared Style will review the appeal and issue a final decision within 5 business days. The appeal decision is final and binding.

Deposit Release Timeline Summary

• No claim raised within 48hrs of Stage 4: deposit automatically released to Renter.
• Claim raised within 48hrs: deposit frozen pending adjudication.
• Adjudication complete: deposit released per adjudication outcome within 3 business days.
• Appeal lodged: deposit remains frozen pending appeal decision.

High-Value Items

Items with a declared RRP of R5,000 or more require proof of authenticity uploaded at the time of listing. In a loss claim involving a high-value item, Shared Style may request additional documentation (purchase receipts, insurance valuations) before releasing the deposit to the Lender. The maximum deposit payout remains R3,000 regardless of the item's value.

Contact

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

Escalation and appeals: legal@sharedstyle.co.za

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