Deposit and Damage Policy

1. What the deposit is

Each listing has a refundable security deposit, set by the host (the app suggests an amount). The renter pays it at checkout, together with the rent. It is shown on the listing and at checkout before you pay. The listing also shows the item's declared replacement value, the most a renter can be asked to pay in total for damage or loss (section 4).

2. Who holds it

Lumo holds the deposit from the moment the renter pays until the item is back. The host never receives the deposit unless Lumo upholds a claim for damage, loss or overdue time.

3. Getting it back

• After a normal return: when the host checks the returned item and confirms it in the app without reporting damage, the whole deposit is refunded within 5–7 working days to the original payment method (or to the Lumo Wallet, if you chose that at checkout).
• If a claim is raised, the part of the deposit not needed for it is refunded the same way once Lumo has decided the claim.
• If the booking is cancelled before handover, for any reason and at any time, the deposit always comes back in full (see the Cancellation and Refund Policy).
• Wallet credits and coupons cannot be used to pay a deposit.

4. If something is damaged

1. At handover, both sides take photos in the app. The renter checks the item in the app before accepting it and reports any damage, missing part or fault at that moment ("Report a problem"). Once the renter confirms the item is fine, the rental starts and a problem with its condition at handover can no longer be reported.
2. At return, both sides take return photos. The host checks the returned item in the app and must report any damage or loss at that moment, before confirming the return, with photos and a description. Once the host confirms the return, no claim is accepted. If the host neither confirms nor reports within 24 hours of the return handover, the rental completes automatically and the deposit is refunded.
3. Lumo reviews the claim. We compare the handover and return photos, read the messages, and ask both sides for their account and any proof of the repair or replacement cost.
4. Lumo decides the verified amount of the damage: the reasonable cost of repair, or the item's fair value if it cannot be repaired. The total can never be more than the item's declared replacement value. The deposit is applied first, and any part of it not needed is returned to the renter. If the verified amount is more than the deposit, the renter remains liable for the rest (up to the declared replacement value) and Lumo asks the renter to pay it. Lumo tells both sides the amount and the reason.
5. If either side disagrees, they can ask for a second review by writing to the Grievance Officer within 7 days of being told the decision. Lumo's decision does not stop either side from going to a court or consumer forum.

Not damage: normal wear and tear from ordinary use as described in the listing, or faults that were visible in the handover photos.

5. Loss, theft and non-return

• If the item is lost or stolen during the rental, the renter must tell the host and Lumo through the app at once and, for theft, file a police complaint.
• If an item is not returned and the renter stops responding, the deposit is applied to the loss. Lumo may share the renter's verified identity with the host and the police.
• Losses above the deposit: the renter remains liable for verified loss above the deposit, up to the item's declared replacement value. Lumo works out the amount through the dispute process above, with the handover photos as the evidence of the item's condition, and asks the renter to pay it.

6. Late returns

There is no hourly late fee. If an item comes back after its due-back time, the overdue time is charged at the listing's daily rate, pro-rated for part of a day. The host may claim it from the deposit through the same dispute process as damage. Lumo checks the overdue time against the handover and return times recorded in the app.

7. No insurance

Lumo does not offer trip, rental or booking insurance. The deposit, identity verification and the handover and return photos are what protect a rental.

8. Contact

On the booking, tap Get help. Customer care: 040-491-70880 · WhatsApp 90352 45864 · support@lumo.rentals.

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9. Vehicle rentals (legacy)

For vehicle bookings, the deposit is set for the vehicle and the booked period. The following may be deducted from it: repair costs for damage, extra km or hours beyond the booking, fuel, tolls, challans and fines. The renter receives a breakdown of any deduction. The vehicle deposit is held by Lumo, not the host, and paid to the host only for damage or charges that Lumo upholds. Otherwise it is refunded to the original payment method within 7–10 business days after the trip ends, the refund time the app states for vehicle bookings.