Support & FAQ
We're here to help.
Eighteen questions cover almost everything. If yours is not here, a human replies within a few hours.
Payments are secureHeld by Stripe until pickup
Disputes are mediatedA person reads every case
Everyone is verifiedVerified before listing
GDPR compliantEU-operated, data never sold
Find your answer
Grouped by what you are trying to do, rather than one long list.
Renting
5 questionsFind an item, pick your dates and send a request. Your card is authorised but not charged. Once the owner confirms, the exact pickup address and their phone number unlock, and you are charged at pickup.
You can browse and save without an account. Verification is asked for at the point you book, because that is where money and a stranger's property are involved.
Do not take it. Report it from the booking page within two hours of the handover window and you are refunded in full.
Yes, under the policy shown on the listing. Flexible listings refund in full up to 24 hours before pickup.
Tell the owner straight away. Where a deposit was taken, repair costs come from it; if you disagree, we mediate.
Listing
5 questionsYes — listing is free and there is no monthly fee. We take 10% of each completed rental, which covers payment processing, verification and support.
Always. You see who is asking, their reviews and their verification status, and you can decline without explanation.
Report it in the app. We can charge the deposit, suspend the account and share what is needed for a police report.
Set it when you create the listing, or edit it any time. It is held on the renter's card, never taken, and released after a confirmed return.
2–3 business days after a confirmed return, straight to the payout account you connected.
Payments & fees
4 questionsYour card is authorised when you book and charged when the rental starts. Deposits are held separately and released automatically after a confirmed return.
All major cards, plus Apple Pay and Google Pay where your device supports them. Payments are processed by Stripe.
10% of the rental total, paid by the owner out of their earnings. There is no fee to browse, list or hold a booking.
Report a problem within 48 hours of return. A person reads the messages, the photos and the timestamps, then decides — usually within two business days.
Account & data
4 questionsWe operate from Estonia under GDPR. We process only what a rental needs, never sell your data, and you can export or delete it at any time.
Weapons, anything requiring a licence you do not hold, live animals, prescription items, counterfeit goods, and anything you do not own outright.
From your account settings. It takes a couple of minutes and only has to be done once.
Account settings, or email support@donotgetit.com. Completed bookings are kept as long as tax law requires, then removed.
Can't find your answer?
Write to us with your booking number and what happened. Include photos if an item is involved — it usually saves a round trip.
Before you write
Nine out of ten questions are answered above — and a booking number gets you a faster reply.
Jump to the FAQUrgent matters
Pickup in the next two hours, or an item that has not come back? Mark it urgent.
support@donotgetit.comLegal & privacy
Data requests, deletion and GDPR rights are handled by the same team.
Read the legal pages