Safety, privacy, and peace of mind.
This page is maintained by the BorrowBay team to explain the safety and privacy controls built into the app. It reflects features currently available in the product — not an independent certification or audit.
What we do
Users can upload a government ID for manual review. Approved profiles display a verified badge so the community can rent with more confidence.
Phone numbers are hidden by default. Owners choose whether to share their phone and WhatsApp on their listings, or to talk only through in-app chat.
Every booking has a private chat thread so renters and owners can coordinate without exchanging personal contacts.
After a completed booking, both sides can leave a review. Public profiles show a user's rating history and active listings.
Uploaded photos and verification documents are stored with access controls. Only you and authorised admins can view your ID document.
Requests, approvals, cancellations and completions are tracked in your dashboard so you always know where a booking stands.
Community guidelines
- Only list items you own and are legally allowed to rent out.
- Describe items honestly — condition, accessories, and any limitations.
- Be on time for pickup and return. Communicate early if plans change.
- Treat borrowed items with care and return them in the condition you received them.
- Do not use BorrowBay for anything illegal or unsafe (unregistered vehicles, prohibited goods, etc.).
- Keep conversations respectful. Harassment or abuse leads to account removal.
Tips for a safe rental
- Meet in a public place you know.
- Check the renter's profile, verification, and reviews.
- Inspect the item together before and after the rental. Take photos.
- For vehicles, verify a valid driving licence.
- Agree on a security deposit if the item is high-value.
- Read the listing details and reviews before booking.
- Ask questions in chat — don't guess.
- Confirm what's included (charger, helmet, tripod, etc.) at pickup.
- Report any damage immediately, don't wait for return.
- Return on time to avoid conflicts and negative reviews.
Cancellations & refunds
Plans change. Here's exactly what comes back to you when a booking is cancelled — the same numbers are shown before you confirm any cancellation.
Cancellation & refund policy
- 7 days or more before pickup100% rental refund
- 3 to 6 days before pickup75% rental refund
- 1 to 2 days before pickup50% rental refund
- On pickup day or after it starts0% rental refund
The security deposit is always returned in full unless a damage dispute is resolved against the renter. Requests that are still pending can be cancelled free of charge, and if an owner cancels, the renter is refunded 100% including the deposit.
- · A pending request that hasn't been approved yet can be cancelled free of charge.
- · If the owner cancels, the renter gets 100% back, rental amount and deposit.
- · Repeated owner cancellations show up as a reliability stat on their public profile.
- · Deposits are withheld only through a resolved damage dispute.
Your data
We collect only what's needed to run the marketplace — your name, contact details, city, listings, bookings, messages, and (if you request verification) your ID document. Sensitive fields such as phone numbers and verification documents are not exposed to anonymous visitors and are only accessible to you and authorised admins.
You can update your profile or delete your listings anytime from your dashboard. To delete your account or request a copy of your data, contact us.
If you feel unsafe, spot a suspicious listing, or something goes wrong during a rental, tell us right away. We review every report.
BorrowBay is a peer-to-peer platform. Renters and owners are responsible for their own agreements, deposits, and use of items. We help you find each other and keep things safe.