Frequently Asked Questions

Verification is a key part of Nerbor's security. It helps ensure that every rental is safe, secure, and trustworthy. Both renters and owners go through identity verification before they can use the platform. This protects everyone and keeps the platform reliable.

How it works

Users can verify their identity at any time from their account settings. Verification is required before you can rent or list items. The process takes just a few minutes, and most verifications are completed automatically within seconds.

What we check

• Government-issued ID confirmation through Stripe Identity
• Selfie match to verify the person matches the ID
• Review of rental history and trust activity on the platform

Nerbor does not perform credit checks. Verification is processed by Stripe. Listing photos and details are processed by Google and AI services to power search and auto-generated descriptions.

Listing items takes minutes, not hours. Upload a few photos and our AI generates the title, description, category, and technical specifications automatically.

• Auto-generated titles and descriptions from your photos
• Technical specs detected and filled in
• Category and pricing suggestions
• You review and edit everything before publishing

Condition photos create a shared record that protects both renters and owners at pickup and return.

• Pickup photos document condition before the rental starts
• Return photos confirm condition when the item comes back
• Both parties upload photos for their side
• Photos are timestamped and stored as evidence for disputes

Every transaction is handled securely through Stripe. Fraud monitoring helps catch suspicious activity before it becomes a problem.

• Full cost breakdown shown before checkout
• Security deposits to protect against damage or loss
• Stripe Radar fraud detection on every payment
• Refund policy based on cancellation timing

You can delete your account from your account settings. For everyone's protection, deletion is blocked while you still have:

• Active or in-progress bookings, as a renter or owner
• A pending payout, an open dispute, or an unresolved damage, cleaning, or non-return claim
• An outstanding balance owed on the platform

Once those are cleared, deletion anonymizes your personal information and archives your listings.

The exact response window and decision maker depend on the issue, but every case follows the same basic path:

1. 1A case is opened. Start from the booking and choose the issue that fits: a general dispute, damage, cleaning, non-return, or contested late fees. A card-network payment dispute may instead begin with the renter's bank.
2. 2Both sides can respond. The case page shows who needs to act and any deadline. Add your formal response, photos, receipts, estimates, or other evidence there.
3. 3The evidence is reviewed. Nerbor support reviews marketplace claims and may request more information. For a bank-initiated payment dispute, Nerbor prepares the evidence package but the card network makes the final decision.
4. 4A decision is recorded. The Resolution Center shows the outcome and what happens next. Opening a case does not automatically mean someone will be charged or refunded.
5. 5The financial outcome settles. Any approved charge, refund, payout adjustment, or released hold is processed. A case can show Financials pending after the decision while that movement finishes.

Track active and past cases in the Resolution Center.

Add information that helps establish what happened and when:

• Pickup and return condition photos
• Handoff, delivery, or return timestamps and locations
• Repair estimates, receipts, or cleaning documentation
• Relevant booking-message excerpts or agreed instructions
• A short factual timeline in your own words

Submit evidence before the deadline shown on the case. Avoid including passwords, full payment-card details, or unrelated personal information.

No. The booking conversation is a saved renter–owner message thread for coordination and discussion. It can provide useful context, but it is separate from the formal case record.

If you want Nerbor support to review something as your response or evidence, add it directly on the dispute or claim page. Do not rely only on a message sent to the other party.

• Needs evidence: you or the other party still needs to respond or add requested information.
• Under review: the response window has progressed and the case is being evaluated.
• Financials pending: a decision exists, but its charge, refund, payout, or hold adjustment is still settling.
• Resolved: the decision and related financial processing are complete.

• Before owner approval — full refund
• 48+ hours before start — renter-facing rental, delivery, tax, and service-fee charges refunded; the owner-side platform fee is retained
• 24–48 hours before start — 50% of rental plus proportional tax and renter service fee; delivery is not refunded
• Under 24 hours — no refund

• 30-minute grace period after scheduled return
• Initial late fee: 0.75× the hourly rate per 30 minutes
• Capped at the item's replacement value
• Deducted from your security deposit first
• Owners may waive late fees at their discretion

After a completed rental, both sides can leave a review within 14 days. Ratings and review counts appear on your listings and owner trust surfaces.

Reviews are double-blind

Neither you nor the renter can see the other's review until both have submitted — or the 14-day window closes, whichever comes first. This keeps ratings honest and avoids retaliatory or tit-for-tat scoring.

Once a review is visible you can post a one-time public response to it, but reviews themselves can't be edited after they're submitted.

Yes. If an item comes back needing cleaning, you can file a cleaning claim within 72 hours of the confirmed return.

• The fee is a fixed tier based on the item's replacement value and how much cleaning is needed (roughly $10–$250)
• The renter can respond, and an admin reviews before anything is charged
• You can disable cleaning fees per listing if you'd rather not offer them