Itemo Dispute Resolution Policy
Last updated: January 2026
1. Purpose
This Dispute Resolution Policy sets out how Itemo manages, reviews and resolves disputes between owners and renters in a clear, fair, transparent and proportionate manner.
The policy exists to:
- Protect owners, renters and the integrity of the Itemo platform
- Ensure disputes are handled consistently and without bias
- Provide a clear, auditable process for decision-making
- Align with Itemo's Terms of Service, Privacy Policy and Listing Policy
- Comply with applicable UK laws and consumer fairness principles
Itemo's role is to facilitate dispute resolution, not to act as an insurer or guarantor or legal representative.
2. Scope
This policy applies to disputes arising from:
- Item condition at collection or return
- Damage, loss or cleanliness issues
- Late returns
- Deposit deductions
- Misrepresentation of listings
- Breach of Itemo policies or community standards
This policy applies to all users of the Itemo platform, including both owners and renters.
3. Guiding Principles
All disputes are handled in line with the following principles:
- Fairness – Decisions are evidence-based and proportionate
- Transparency – All steps and outcomes are clearly communicated
- Consistency – Similar cases are treated in similar ways
- Neutrality – Itemo does not favour owners or renters
- Timeliness – Disputes are resolved as promptly as reasonably possible
- Compliance – Processes align with UK law and Itemo's policies
4. What Constitutes a Dispute
A dispute may be raised where:
- An owner does not approve an item return
- A renter challenges a proposed deposit deduction
- There is disagreement regarding item condition, damage or cleanliness
- There is evidence of misuse, misrepresentation or policy breaches
Disputes must relate directly to a booking completed through the Itemo platform.
5. Evidence Requirements
To support fair decision-making, evidence may include:
- Photos taken during collection or return
- Completed handover and return checklists
- In-app messages between owner and renter
- Time-stamped system records
- Listing descriptions and photos according to the Listing policy
Evidence must be:
- Uploaded via the Itemo app only
- Accurate, unedited and relevant
- Submitted within the required timeframes
Itemo reserves the right to disregard evidence that is unclear, misleading or submitted outside required windows.
6. Dispute Resolution Process
6.1 Initial Resolution Between Users
Itemo encourages owners and renters to resolve issues directly where possible using in-app messaging.
Where this is not possible or appropriate, the formal dispute process applies.
6.2 Return Approval and Deposit Requests
Upon item return, the owner completes the return checklist.
- If the owner selects "Approved", the booking is completed with no dispute.
- If the owner selects "Not Approved", they must:
- Specify the issue(s)
- Upload supporting evidence using photos
- Propose a deposit deduction amount
This must be completed within 24 hours of return.
Failure to act within this timeframe may result in automatic release of the full deposit to the renter.
6.3 Renter Response
The renter is notified of the proposed deposit deduction and evidence information and may:
- Accept the deduction, or
- Challenge the deduction via the app
If accepted, the agreed amount is released to the owner and any remaining balance returned to the renter.
If challenged, the dispute is escalated to the Itemo Support Team.
6.4 Itemo Support Team Review
When a dispute is escalated, Itemo will:
- Review all submitted evidence
- Assess checklist consistency and accuracy
- Consider listing descriptions and stated item condition
- Review communications between the parties
- Assess whether Itemo policies have been breached
Itemo may request additional information from either party.
6.5 Decision and Outcome
Itemo will issue a final decision which may include:
- Full release of the deposit to the renter
- Partial release of the deposit to the owner
- Full release of the deposit to the owner
Itemo's decision is final within the platform.
Outcomes are communicated clearly to both parties, including reasoning.
7. Timeframes
- Owners must submit non-approval and deposit requests within 24 hours of return
- Renters are expected to respond promptly when notified
- Itemo aims to resolve disputes within 5–10 working days, depending on the complexity of the information received
Delays caused by non-cooperation or missing evidence may extend resolution times.
8. Abuse, Fraud and Bad Faith
Itemo has zero tolerance for abuse of the dispute process, including:
- False damage claims
- Retaliatory deposit deductions
- Repeated unfounded disputes
- Evidence manipulation
- Harassment or intimidation
Itemo may take enforcement action including:
- Warning notices
- Temporary account suspension
- Permanent account removal
- Withholding access to platform features
9. Legal Position
- Itemo is a platform provider, not a party to hire agreements
- Itemo does not provide insurance cover
- Decisions are made in line with platform rules, not external civil claims
- This policy does not remove users' statutory rights under UK law
Users remain responsible for resolving any legal claims outside the platform if they choose to do so.
10. Data Protection
All dispute data is handled in accordance with:
- Itemo's Privacy Policy
- UK GDPR and Data Protection Act 2018
Evidence and communications are retained only as long as necessary for dispute resolution, compliance and audit purposes.
11. Policy Review and Updates
This policy is reviewed regularly and may be updated to reflect:
- Legal changes
- Platform improvements
- Pilot learnings
- Risk management insights
Material changes will be communicated to users where required.
12. Related Policies
This policy should be read alongside: