The Volte Lender Damage Claim Policy

Please be aware that lenders must report any damage to [email protected]. Borrowers are required to report any damage sustained during their rental directly to their lender through a message on The Volte's platform before the rental period ends. 

If the borrower has promptly notified the lender of any damage to the garment, the lender has 24 hours to report the damage to The Volte Support. If your borrower has damaged your dress, they will be responsible for reimbursing the cost of the repair or replacement if damaged beyond repair. We always recommend that you take pictures of the damage so you have an accurate record of what damage was sustained.  If the Borrower did not promptly notify the Lender of damage, the Lender has 24 hours to notify The Volte from when they received the damaged item back from the Borrower.  

As a Lender you agree to advise The Volte and your borrower of any claimed damage within 24 hours of receipt of the return including photographs.

Following a Borrower report of damage if a Lender believes that an Item is damaged beyond repair they should liaise with the Borrower about a full replacement cost and determine if the Item should remain with the Borrower. Items that are damaged and considered a total loss should be returned to the Borrower or left with them upon payment.

In the event of disagreement between the Lender and Borrower about the cost and amount of repair required the Item will need to be sent to The Volte for assessment and determination of the cost of repair/replacement. The Volte’s decision in these matters is final. 

Once the damage is reported, lenders must submit supporting documents for damaged item claims within 14 days. This includes, but is not limited to, photographs, quotations or official letters of assessment from a registered repair or cleaning service, and proof of original purchase (receipt or bank statement) of the damaged item. If the item was purchased second-hand on a marketplace, proof of payment (bank transfer receipt, PayPal, etc.) must be provided.  If the supporting documents are not provided within this timeframe the claim will be invalidated.  

The Volte has up to 30 days to resolve each claim. During this period, borrowers and lenders agree to cooperate with and assist The Volte in good faith, providing such information and taking such actions as may be reasonably requested by The Volte. Please note that The Volte does not take responsibility for the loss or damage of items rented out through the platform. The Volte simply provides an online marketplace for lenders and borrowers to connect. Although The Volte will work diligently to ensure these reimbursements are received, we are not liable for their payment unless lenders take out insurance over their items either personally or through The Volte’s Lender Insurance product. .

Unpaid invoices will be passed on to a debt collection service, with collection costs recoverable from the borrower.