This article explains the protocol for missing rental gear, outlining responsibilities and how replacement charges are handled on ShareGrid.
Responsibility for Missing Items
Renters are accountable for returning all rented gear.
Insurance and damage waivers do not cover missing items.
Missing items may result in replacement charges.
24-Hour Grace Period
If an item is missing after the scheduled return time:
Renters have 24 hours to locate and return the item.
Any shipping or transportation costs incurred are the renter's responsibility.
Need More Time?
If you need additional time to return the item:
Obtain written approval from the owner.
Document the approval through ShareGrid messages.
Update the rental dates on the platform accordingly.
Late Fees
Owners may charge a late fee equal to one day's rental if items are not returned on time.
Lost Items & Replacement Charges
If the item cannot be returned:
The renter may be charged the full replacement cost (including tax and shipping).
Charges will be applied to the card on file.
ShareGrid facilitates payment and transfers the funds to the owner once the charge is approved.
How Owners Start a Replacement Charge
Contact ShareGrid Support.
Provide a replacement link and the total cost (with tax included).
The renter will be prompted to either return the item or approve the charge.
If approved:
Owners receive the full replacement amount.
No platform fees will be deducted.
Owners can also add an agreed fee manually by navigating to:
Rental Page → Edit Rental → Missing Item
If You Can’t Reach the Owner (Renters)
If you're attempting to return gear but the owner is unresponsive:
Contact ShareGrid Support.
Additional late fees will not apply while the return is hindered due to the owner's unavailability.
Best Practices
Inspect the gear at both pickup and return.
Keep rental dates accurate.
Communicate using ShareGrid messages exclusively.
Need Help?
If you have any questions or need assistance, please don't hesitate to contact ShareGrid's support team.