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Report a problem

If a rental ended and something went wrong, you have 72 hours from the expected return date to open a claim. Here's how it works.

When to report

  • The item came back damaged beyond the normal wear of rented use.
  • The item was not returned on the agreed date.
  • Parts or accessories are missing mentioned in the listing.
  • The renter did not follow the item's rules stated in the reservation.
  • Dispute over the amount of the held deposit.

How to report

  1. Go to My rentals and open the affected rental.
  2. Tap Report problem. Describe what happened in your own words.
  3. Upload evidence: at least 3 photos — condition before lending, condition when getting it back, and detail of the damage.
  4. Enter the claimed amount in USD.
  5. Submit. The other party gets an immediate notification.

1. You report

You explain what happened with evidence. The other party has 72 h to respond.

2. Mediation

If there's an agreement, the deposit is adjusted. If not, it escalates to manual review by VAKA.

3. Decision

VAKA reviews the evidence and makes a binding decision within 5 business days.

What we consider valid evidence

  • Photos with a visible timestamp (VAKA's camera leaves EXIF metadata).
  • Conversations inside VAKA's chat — we can't review personal WhatsApp ones.
  • Short videos showing damage or malfunction.
  • Repair receipts or professional quotes.

Possible outcomes

  • Claim approved: it's charged to the held deposit and, if that's not enough, VAKA Shield is activated for the balance.
  • Partial claim: the approved amount may be less than claimed if the evidence justifies only part of the damage.
  • Claim rejected: the deposit is released in full to the renter.

Before you report

Consider messaging your neighbor directly through VAKA's chat. Many problems get resolved that way, without the need for a formal dispute. If you already tried and there was no response within 24 hours, open the claim without hesitation.

Report a problem | VAKA