Support policy

Eligibility criteria 

Our Services are intended solely for persons who are 21 or older. Any use of the Services by anyone that does not meet these age requirements is expressly prohibited.


To access features of the Services, users must sign up for an account with us (a “rentmoe Account”) and the user has to fill in a form provided by Rentmoe. Users are also obliged to provide Rentmoe with a copy of all the personal documents that Renmoe considers necessary.

 User Verification

 When users list or book an item for rent, they provide us with certain information about themself to enable us to verify their identity in order to become an “Approved Renter”. Users promise to provide complete and accurate information to Rentmoe about themself and their rental(s), if applicable. Where permitted, Renmoe has the right, but not the obligation, to undertake screenings, checks, and processes designed to help verify or check the identities and/or backgrounds of users and rentals, including driving history and driver’s license validity. Rentmoe does not endorse any rental item, user, or a user’s background, or commit to undertake any specific screening process. Rentmoe may in its sole discretion use third-party services to verify the information users provide to us and to obtain additional related information and corrections where applicable, and users hereby authorize Rentmoe to request, receive, use, and store such information. Rentmoe may accept or reject a user's application to become an Approved Renter in its sole and absolute discretion. Rentmoe may, but does not commit to, undertake efforts to ensure the safety of rental items shared through the Services. We do not make any representations about, confirm or endorse the safety or fitness of any item for rent beyond our policies that require rental owners to ensure their rental items are in safe and operable condition, legally registered, if required, not subject to any applicable safety concerns or recalls, and otherwise satisfy our eligibility requirements.


Consumer Report Authorization

 When users apply to become an Approved Renter or at any time after where Rentmoe reasonably believes there may be an increased level of risk associated with user’s Rentmoe Account, users provide Rentmoe with written instructions and authorization in accordance with the Fair Credit Reporting Act, applicable consumer reporting laws, or any similar laws to obtain their personal and/or business auto insurance score, credit report and/or conduct a background check, including a criminal background check where permissible under applicable law.

Ongoing Information Updates

Users promise to update the information they have provided to Rentmoe in the event of any changes to their contact information or background. Specifically, with respect to their contact information, Rentmoe may deliver notices to them at the most recent email, telephone, or address provided by them, and those notices will be considered valid even if they no longer maintain the email account, telephone number, or receive mail at that address unless they provide updated contact information to us. Also, they are, and will be solely responsible for, all of the activity that occurs through their Rentmoe Account, so they are requested to keep their password and Rentmoe Account information secure. They agree that they will not disclose their password to any third party and that they will take sole responsibility for any activities or actions under their Rentmoe Account, whether or not they have authorized such activities or actions. They will immediately notify Rentmoe of any actual or suspected unauthorized use of their Rentmoe Account. We are not responsible for their failure to comply with this clause, or for any delay in shutting down or protecting their Rentmoe Account after they have reported unauthorized access to us.

Users Commitment

Users agree that they will always use their Rentmoe Account and the Services in compliance with these Terms, applicable law, and any other policies and standards provided to them by Rentmoe. As rental owners, renters, they commit that they will provide a safe item for rent, in good condition and working order, on time to the consumer who is an Approved Renter(guest). As a guest, the users commit that they’ll be legally able to rent the item offered for rent and will treat the rental and any applicable Extras well and will take all reasonable measures to return the rental and any applicable Extras on time and in essentially the same condition as received. In connection with the use of or access to the Services users may not, and users agree that users will not, nor advocate, encourage, request, or assist any third party to:

Violate any law, including:


  • breach, violate, and/or circumvent any local, state, provincial/territorial, regional, or national law or other law or regulation, or any order of a court, including, without limitation, airport regulations and tax regulations, licensing or registration requirements, or third party rights;

  • post false, inaccurate, misleading, defamatory, or libelous content;

  • infringe, reproduce, perform, display, distribute, reverse engineer, or prepare derivative works from content that belongs to or is licensed to Rentmoe, or that comes from the Services and belongs to another Rentmoe user or to a third party, including works covered by any copyrights, trademark, patent, or other intellectual property, privacy, publicity, moral, or contractual rights, except with prior express written permission of Rentmoe;

  • Dilute, tarnish, or otherwise harm the Rentmoe brand in any way, including:

    • through unauthorized use of Rentmoe and/or user content;

    • registering and/or using Rentmoe or derivative terms in domain names, trade names, trademarks, or otherwise;

    •  registering and/or using domain names, trade names, trademarks, social media account names, or other means of identification that closely imitate or are confusingly similar to Rentmoe domains, trademarks, taglines, promotional campaigns, or Rentmoe and/or user content.

    • Provide or submit any false information, including:

      • false name, date of birth, driver’s license, payment method, credit card, insurance, or other personal information;

      • a claim, or respond to a claim (for example about damage to a rental), with false or misleading information;

      • offer, as an owner, any rental or optional Extra that the users do not themself own or have authority to share;

      • offer, as an owner, any rental that may not be shared for compensation pursuant to the terms and conditions of an agreement with a third party, including, but not limited to, a lease or financing agreement;

      • offer, as an owner, any rental that has a salvaged, branded, written off, washed, or unclean title or that is not safe or legally registered if so required;

      • offer, as an owner, any Extra that is not safe, clean, and acceptable for the use it is intended;

      • any listing with false or misleading information, or any listing with a price that they do not intend to honor;

      • register for a Rentmoe Account on behalf of an individual other than themself;

      • impersonate any person or entity, or falsify or otherwise misrepresent themself or their affiliation with any person or entity;

    • Fail to honor their commitments, including:

      • fail to pay fees, penalties, or other amounts owed to Rentmoe or another user;

      • fail, as either a guest or host, to timely deliver, make available, or return any rental and optional Extras, unless they have a valid reason as set out in our Policies;

      • use the Services to find a host or guest, and then complete a transaction partially or wholly independent of the Services, in order to circumvent the obligation to pay any fees related to Rentmoe’s provision of the Services or for any other reasons (aka, gray market transactions);

      • transfer their Rentmoe Account and/or user ID to another party without our consent;

      • allow anyone other than an Approved User to use the rental they have booked;

      • list or provide to a guest a rental that is subject to a safety recall without first properly addressing the matter subject to the recall;

      • leave a rental running or unattended, except where instructed to do so directly by Rentmoe in certain limited circumstances.

      • Harm or threaten to harm users of our community, including:

        •  “stalk” or harass any other Rentmoe user or collect or store any personally identifiable information about any other user other than for purposes of transacting as an owner or renter in accordance with these Terms;

        • engage in physically or verbally abusive or threatening conduct;

        • use our Services to transmit, distribute, post, or submit any information concerning any other person or entity, including without limitation, photographs of others without their permission, personal contact information, or credit, debit, calling card, or account numbers;

        • treat anyone differently based on the way they look, who they love, what they believe, how they self-identify, where they’re from, or when they were born. Discrimination of any kind is not tolerated in the Rentmoe community;

      • Use the Services for their own unrelated purposes, including to:

        • contact a host for any purpose other than in relation to a booking or said host’s rental(s) or listing(s);

        • contact a guest for any purpose other than in relation to a booking or such guest’s use of the Services;

        • commercialize any content found on Rentmoe or software associated with our Services, including reviews;

        • harvest or otherwise collect information about users without their and our consent;

        • recruit or otherwise solicit any user to join third party services or websites that are competitive to Rentmoe, without Rentmoe’s prior written approval;

      • Interfere with the operation of the Services, including by:

        • interfering with any other user’s listings;

        • distributing or posting spam, unsolicited or bulk electronic communications, chain letters, or pyramid schemes;

        • distributing viruses or any other technologies such as cancel bots, Trojan horses, harmful code, flood pings, denial-of-service attacks, backdoors, packet or IP spoofing, forged routing or e-mail address information, or similar methods or technology that may disrupt or interfere with the operation or provision of our Services, or harm Rentmoe or the interests or property of others;

        • bypassing robot exclusion headers, interfering with the working of the Services, or imposing an unreasonable or disproportionately large load on our infrastructure;

        • systematically retrieving data or other content from our Services to create or compile, directly or indirectly, in single or multiple downloads, a collection, compilation, database, directory, or the like, whether by manual methods, or through the use of bots, crawlers, spiders, or otherwise;

        • using display mirroring or framing the Services or any individual element within the Services, Rentmoe’s name, any Rentmoe trademark, logo, or other proprietary information, or the layout and design of any page or form contained on a page in the Services, without Rentmoe’s express written consent;

        • accessing, tampering with, or using non-public areas of the Services, Rentmoe’s computer systems, or the technical delivery systems of Rentmoe’s providers;

        • attempting to probe, scan, or test the vulnerability of any of Rentmoe’s system or network or breach any security or authentication measures;

        • avoiding, bypassing, removing, deactivating, impairing, descrambling, or otherwise circumventing any technological measure implemented by Rentmoe or any of Rentmoe’s providers or any other third party (including another user) to protect the Services;

        • forging any TCP/IP packet header or any part of the header information in any email or newsgroup posting, or in any way use the Services to send altered, deceptive, or false source-identifying information;

        • attempting to decipher, decompile, disassemble, or reverse engineer any of the software used to provide the Services; or

        • endeavoring to circumvent a suspension, termination, or closure of their Rentmoe Account, including, but not limited to, creating a new Rentmoe Account to circumvent an account suspension or closure or giving rentals registered to them or a member of their household to other Rentmoe users to list.


Rentmoe has the right, but not the obligation, to investigate, pursue, and seek to prosecute, litigate, or refer to law enforcement, violations of the Agreement to the fullest extent permissible by the law. Rentmoe may access, preserve, and disclose any of their information if we are permitted or required to do so by law; if we believe in good faith that it is reasonably necessary to respond to claims asserted against Rentmoe or to comply with permissible legal process (for example, subpoenas or warrants); to enforce or administer these Terms; to do so for fraud prevention, risk assessment, investigation, customer support, product development, and debugging purposes; and/or to protect the rights, property, or safety of Rentmoe, its employees, its users, or members of the public.

 Rentmoe reserves the right, at any time and without prior notice, in accordance with applicable law, to remove or disable access to any content that Rentmoe, at its sole discretion, considers to be objectionable for any reason, in violation of this Agreement, or otherwise harmful to the Services or our community. If we believe they are abusing Rentmoe, our users, or employees in any way or violating the letter or spirit of any of this Agreement, we may, in our sole discretion and without limiting other remedies, limit, suspend, or terminate their Rentmoe Account(s) and access to our Services, remove hosted content, deny a claim for coverage, remove and demote their listings, reduce or eliminate any discounts, and take technical and/or legal steps to prevent them from using our Services. Additionally, we reserve the right to refuse or terminate our Services to anyone for any reason at our discretion to the full extent permitted under applicable law.


Policy Enforcement

 When an issue arises, we may consider the user’s performance history and the specific circumstances in applying our Policies. We may choose to be more lenient with policy enforcement in an effort to do the right thing, subject to our sole and absolute discretion.

Fees; Collection of Fees. 

The fees we charge for using our Services and other cost structures can be found on our Policy Pages. When users provide Rentmoe a payment method, they authorize Rentmoe, or third-party service providers acting on Rentmoe’s behalf, to store their payment credential for future use in the event users owe Rentmoe any money. Users authorize Rentmoe to use stored payment credentials for balances, including for Costs, payment, fines and fees (e.g., late fees, security deposits, processing fees, and claims costs and related administrative fees). Rentmoe and its partners will employ all legal methods available to collect the amounts, including the engagements of collection agencies or legal counsel. Rentmoe, or the collection agencies we retain, may also report information about their Rentmoe Account to credit bureaus, and as a result, late payments, missed payments, or other defaults on their Rentmoe Account may be reflected in their credit report. In addition to the amount due, delinquent accounts and/or chargebacks will be charged with fees and/or charges that are incidental to the collection of delinquent accounts and/or chargebacks including, but not limited to, collection fees, convenience fees, and/or other third party charges. Users hereby explicitly agree that all communication in relation to delinquent accounts may be made by e-mail or phone, as provided to Rentmoe by them. Such communication may be made by Rentmoe or by anyone on its behalf, including but not limited to a third-party collection agent. 

Communications with users.

 In order to contact users more efficiently, they agree that we may at times contact them using autodialed or prerecorded message calls or text messages at their telephone number(s). We may place such calls or texts primarily to confirm their signup; provide notices regarding their Rentmoe Account or Rentmoe Account activity; investigate or prevent fraud; collect a debt owed to us; or communicate urgent messages. We may share their phone number(s) with service providers with whom we contract to assist us in pursuing these interests. We will not share their phone number(s) with third parties for their own purposes without their consent. Standard telephone minute and text and data charges may apply. Where Rentmoe is required to obtain their consent for such communications, they may choose to revoke their consent.


Users authorize Rentmoe and its partners, without further notice or warning and in our discretion, to monitor or record telephone conversations they or anyone acting on their behalf has with Rentmoe or its agents for quality control and training purposes. Users acknowledge and understand that their communications with Rentmoe may be overheard, monitored, or recorded without further notice or warning.