FAQS
FOR RENTERS
When will I get my deposit back?
Your deposit is automatically refunded once the pod owner marks your rental as “returned in good condition.” This typically happens within 24–48 hours of returning the pod.
How does payment work?
When you find a luggage pod you’d like to rent, you’ll pay both the rental fee and the owner’s deposit amount upfront. Your payment card is first pre-authorised (money reserved but not yet charged), then fully charged once the pod owner accepts your booking request.
What if my booking isn’t accepted?
If the pod owner doesn’t accept your booking within seven days, the pre-authorisation automatically expires and no money is charged to your card.
What’s included in the rental price?
The rental price covers use of the luggage pod for your selected dates. The deposit is separate and varies by owner — it’s displayed clearly before you book and refunded when you return the pod in good condition.
What happens if I accidentally damage the pod?
If a pod is returned with minor wear or damage, we encourage renters and owners to communicate directly and agree on a fair solution. If the owner requests part or all of the deposit to cover repairs, this should be handled privately and fairly before the owner finalises the return. Once settled, the owner can mark the pod as “returned in good condition” to trigger your refund.
Is my payment secure?
Yes. All transactions are processed through Stripe, a leading global payment platform. Your funds are held safely until the rental is completed, protecting both renters and owners.
What if I need to cancel my booking?
You can cancel before the owner accepts your booking, and no charge will be made. Once a booking is accepted, cancellation rules follow the owner’s listed cancellation policy, displayed on their listing.
FAQS
FOR POD OWNERS
How do I set my deposit amount?
When creating your listing, you’ll set both your daily rental rate and your deposit amount. Choose a deposit that covers potential repair or replacement costs while remaining fair and attractive to renters.
When do I get paid?
After you accept a booking, the rental fee and deposit are securely held by Stripe. Once you mark the pod as “returned in good condition,” the rental fee is released to your bank account, and the deposit is refunded to the renter.
What if my pod gets damaged?
If you notice damage upon return: Do not mark the rental as “returned in good condition.” - Click “Report Damage.” You’ll see a pop-up reminder: Only select Damaged if you and the hirer have agreed that the full deposit will go to you. If a smaller amount is agreed for minor repairs, please settle this directly with the hirer before marking it returned. Once you’ve finalised the arrangement, the system will automatically handle the release or refund of funds.
How long can funds be held?
Funds can be held for up to 90 days, but most transactions complete much faster once you confirm the pod’s return condition.
Can I decide how much of the deposit to keep?
Yes. You have full control. If the renter agrees to pay for minor repairs directly, you can mark the pod as “returned in good condition” to refund their deposit in full. If the full bond is to be kept (for significant damage), you can select “Report Damage” and release the funds to yourself.
How should I handle small scratches or wear?
For small cosmetic issues, we recommend being reasonable — you can often work it out directly with the renter. Your good reviews will help you attract more bookings long-term.
FAQS
GENERAL QUESTIONS
How does the deposit system work?
Each pod owner sets their own deposit amount based on their pod’s value and comfort level. Renters pay this deposit upfront with the rental fee. When the pod is returned and marked “in good condition,” the deposit is automatically refunded.
Is LuggagePodHire involved in damage disputes?
No. LuggagePodHire is a facilitator, not an intermediary. Deposits and resolutions are managed directly between owners and hirers. However, if communication breaks down, our support team can offer guidance to help you reach a fair resolution.
What if there’s a dispute?
If there’s a serious issue (e.g., damage, non-return, or communication breakdown), contact our support team immediately. We’ll review the situation and help mediate where appropriate — though deposit release ultimately remains with the owner.
How do I contact support?
You can reach our team via the chat feature on our website or by emailing support@luggagepodhire.com. We’re here to help with any questions or problems related to your rental experience.
What types of damage are covered by the deposit?
The deposit is intended to cover repairable or replaceable damage (e.g. cracked locks, dented lids, broken straps). It’s not for minor wear and tear from normal use.
Why do you recommend photo evidence?
We encourage both renters and owners to take photos before and after each rental. This helps avoid misunderstandings and ensures both parties have proof of the pod’s condition.
Can I see my transaction history?
Yes — both renters and owners can view their past and active bookings, including rental fees, deposits, and refund statuses, from their dashboard.
How long do refunds take to appear?
Once the owner confirms return, Stripe processes refunds instantly, but banks may take 3–5 business days to show the funds on your statement.
Are deposits pre-authorised or charged?
Deposits are initially pre-authorised (held but not deducted). Once a booking is accepted, the deposit and rental are charged together to ensure full coverage for the rental period.