Dispute Resolution Policy

1. What this covers

Two different kinds of disagreement, handled differently:

• Between a renter and a host — the condition of the gear, a late return, a deposit, loss or damage. Rentivo is not a party to the rental, so these are settled between the two of you, with the help described below.
• Between you and Rentivo — a service fee, a commission bill, a refund we owe you, or an account we have suspended or removed. These are ours to resolve.

2. Step one: raise it with the other party

For anything about a specific rental, write to the other party in the booking's message thread. Most disagreements are a misunderstanding about time or condition and end there. Keeping it in the thread also creates the record we will read if it comes to us — photos of the equipment at pickup and at return are worth more than any later description of them.

3. Step two: bring it to us

If that does not settle it, email appnadoitsolutions@gmail.com with your booking reference, what happened, and what you want to happen. We aim to acknowledge within 2 business days and to reach a decision within 15 business days. We will ask the other party for their account before deciding anything, and we will tell you both what we decided and why.

4. What we can and cannot do

We can:

• Review the booking record and the messages between you.
• Refund a payment Rentivo actually processed, where this policy or the Return and Refund Policy allows it.
• Suspend or remove an account that breaks the Terms of Service.
• Cancel or waive a commission bill we issued in error.

We cannot:

• Decide who owes whom for loss or damage. Rentivo runs no insurance and no damage-claims process, and does not hold a deposit it could pay out from.
• Refund money paid straight to a host's own GCash or Maya QR code — Rentivo never received it and cannot reverse it.
• Compel either party to hand over equipment or money. Only a court can do that.

5. Disputing a charge with your bank

If you dispute a Rentivo charge with your card issuer or e-wallet provider, please tell us at the same time. Your provider will ask PayMongo for evidence, and we will supply the booking record. Writing to us first is usually faster, because we can refund a payment we hold directly, while a chargeback takes weeks and is decided by your provider rather than by us.

6. If we still cannot resolve it

Nothing on this page takes away a right you have under Philippine law. If you are not satisfied with how we handled your complaint, you can escalate it:

• Department of Trade and Industry (DTI) — for consumer complaints about an online transaction, under the Consumer Act (RA 7394) and the Internet Transactions Act (RA 11967). See dti.gov.ph.
• National Privacy Commission (NPC) — for a complaint about how your personal data was handled, under the Data Privacy Act (RA 10173). See privacy.gov.ph and our Privacy Policy.
• The courts of the Philippines — these terms are governed by Philippine law, as stated in our Terms of Service.

Who to contact

Rentivo is operated by Appnado IT Solutions, a DTI- and BIR-registered business in the Philippines (DTI Business Name Registration No. 7356023), based in Naga City, Camarines Sur, Philippines. For questions about a dispute or a complaint, email appnadoitsolutions@gmail.com, or see the contact page.

This page describes how Rentivo actually works. It is not legal advice.