Trust & Safety

How Borriva keeps rentals safe.

Renting from a neighbor shouldn't feel risky. We've built protections into every step of the rental — payment, pickup, return, and disputes — so both sides go in knowing what's at stake and what's documented.

01

Payments held in escrow

When a rental is approved, the renter's card is held — not charged. Funds only release to the owner after the renter confirms they got the item. If the rental doesn't happen, nothing is charged. Stripe handles all of this, the same payment infrastructure used by Shopify, Lyft, and Doordash.

02

Photos required at pickup and return

Both the owner and the renter must upload 3–6 photos showing the item's condition — at pickup, and again at return. This isn't optional. The handoff can't be confirmed without them. If a dispute happens later, both sides have visual evidence of what the item looked like at each handoff.

03

Identity-verified owners

Before an owner can receive payments, Stripe runs identity verification — government ID, bank account ownership, and address checks. Items only appear in search once this is complete. No anonymous listings.

04

Mediated dispute resolution

If something goes wrong — damage, no-show, late return — either party can open a formal claim from their dashboard. A real human at Borriva reviews the photos, messages, and timeline from both sides and decides. Most claims are resolved within 3–5 days.

05

Reviews build accountability

Renters review owners and items. Owners review renters. These reviews are permanent and shape who gets approved for future rentals. A track record of bad behavior follows people on the platform.

If something goes wrong

  1. Open a damage claim from your dashboard within 48 hours of return. Upload photos and explain what happened.
  2. Borriva reviews evidence from both parties — pickup photos, return photos, messages, and timeline. We respond within 3–5 business days.
  3. Decision and payout. If a claim is approved, the renter's held payment covers the damage. Funds move within 2 business days of the decision.

Honest answers

Is this insurance?

No — Borriva is not an insurance company. What we offer is structural protection: held payments, mandatory photos, identity verification, and mediated disputes. These reduce the risk of something going wrong AND give us evidence to act on if it does. As we grow, we'll partner with licensed insurance providers to add formal coverage on top of these protections.

What happens if a renter damages my item?

You open a damage claim within 48 hours of the return. Borriva reviews your pickup photos vs. return photos to verify the damage occurred during the rental. If validated, the renter's held payment covers repair or replacement costs up to the amount they authorized. For more severe cases, our team works directly with both parties.

What if I rent something and it doesn't work?

Don't confirm pickup. The owner's payment isn't released until you confirm. If the item isn't as described or doesn't function, message the owner first to give them a chance to make it right. If that fails, contact Borriva — we can cancel the rental and release your hold.

What's NOT covered?

Normal wear and tear. Personal injury (we're not a liability insurer). Damage where no pickup photos exist as a baseline. Items used for commercial purposes if not declared. Acts of God like fires or floods.

I'm worried someone won't return my item.

The renter's payment is held until they confirm pickup, and we have their verified identity and address. If they don't return the item by the agreed end date, the system automatically marks the rental as overdue and gives you tools to open a dispute and capture the held payment.

Built in Denver. Protections built in.

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