Support
Help Centre
Straight answers to the questions neighbours ask most. Still stuck? Get in touch.
Is listing really free?
Yes. Creating and publishing a listing costs nothing. BorrowLocal takes a platform fee only when a rental completes successfully — you’ll see how earnings break down before you list.
What fees does BorrowLocal charge?
Listers pay a platform protection fee on successful rentals. That supports running the marketplace and limited replacement support where damage is verified under our process. Optional extra cover may be offered separately for an additional fee. Borrowers pay the rental price shown at checkout (plus any delivery fee the lister sets).
When do I need photo ID?
Listers: before a listing goes live. Borrowers: you can book and pay first; we only connect you to the lister (unlock chat) after photo ID is checked. Other users only see a “Photo ID checked” badge — never your ID document.
Delivery or collection — how does that work?
Listers choose: collection only, delivery within a radius (free or with a fee), or both. Details are on each listing. Use the order chat to agree a time and place once you’re connected.
What are handover codes?
BorrowLocal generates unique codes for collection and return. Sharing the right code timestamps the handover so both of you have a clear record of when the rental started and ended.
What’s the 24-hour damage window?
After return is confirmed, the lister has 24 hours to report damage beyond normal wear and tear. If nothing is reported in time, the rental may be treated as completed without damage.
How do reviews work?
After a rental, both sides can leave an honest review based on that experience. Reviews help neighbours decide who to trust. Fake or abusive reviews may be removed.
How do payments work?
All rentals must be paid through BorrowLocal using the payment methods we offer. Cash or other off-platform payments for bookings made here aren’t allowed and may affect marketplace protections.
Where should we chat?
Keep coordination in the in-app order chat. It unlocks after the borrower’s photo ID is checked and gives both of you a shared record for handovers and any follow-up.
Something went wrong — who do I contact?
Start with the order chat for handover issues. For account, safety, or platform questions, use our Contact page — we aim to reply in a friendly, clear way within a couple of working days.
Also useful: How it works · Safety · Marketplace Protection