Return and Refund Policy

What this policy covers

Rentivo is a rental marketplace. Nothing is sold or shipped to you, so there is no product return in the retail sense — a "return" here means handing the rented equipment back to the host at the end of the rental. This page covers both sides of that: when a booking can be cancelled and refunded, and how equipment is returned.

Cancelling a booking

A renter can cancel a booking only while it is still awaiting the host's response — before the host has accepted it. Once a host has accepted a booking, the renter can no longer cancel it themselves; write to us or to the host if something has changed.

A host may also decline a booking that is still awaiting their response.

Refund amount

If a cancelled or declined booking was already paid, it is refunded in full, including the service fee. There is no cancellation fee, and the refund does not shrink based on how close to the pickup date the cancellation happens.

No cancellation tiers

Rentivo does not offer named cancellation tiers, and the refund amount does not change from one listing to another. Every eligible cancellation is handled the same way, as described above.

How refunds are paid

A refund is returned to the original payment method through PayMongo, our payment processor. It may take several banking days to appear, depending on your bank or e-wallet. We do not refund to a different account than the one you paid from.

Bookings paid directly to a host's GCash or Maya QR

Some hosts accept payment through their own GCash or Maya QR code. That money goes straight to the host — Rentivo never receives it and therefore cannot refund it. If such a booking is cancelled, arrange the refund with the host directly. If the host will not return it, tell us through the Dispute Resolution Policy: we cannot move the money, but we can act on the account.

Returning the equipment

• The renter returns the equipment to the host on the agreed return date, in the same condition it was received, with every accessory listed.
• A return made after the agreed date is charged at 1.5× the listing's daily rate for each late day, payable directly to the host.
• Where a listing shows a security deposit, the host collects it at pickup and returns it at handback. Rentivo does not charge, hold or return security deposits, and never has custody of that money.
• Loss or damage beyond normal wear and tear is the renter's responsibility and is settled between the host and the renter. Rentivo operates no insurance or damage-claims process. The full terms are in the Rental Agreement.

Asking for a refund

Cancel from My Rentals while the booking is still awaiting the host's response, and the refund starts automatically. If the booking has already been accepted, or something else has gone wrong, email us with your booking reference — see the contact page. We aim to reply within 2 business days.

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 cancellations, refunds, or returning equipment, email appnadoitsolutions@gmail.com, or see the contact page.

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