Rental Policies

Cancellations

Before payment at pickup, either party can cancel without a charge. After payment, your refund depends on how close the cancellation is to the rental date:

• 7+ days before: 100% refund
• 3–6 days before: 50% refund
• Less than 72 hours before: no refund

If the cancelled item is successfully rented to someone else for the same dates, you may be eligible for the amount recovered, less applicable HOUSE GUEST fees. Event cancelled or no longer need the outfit? The same policy applies.

Need to change your dates?

You can request different rental dates. Changes depend on item availability and the Lender’s approval. If the new dates are unavailable, the original booking remains subject to the cancellation policy.

Pickup & drop-off

HOUSE GUEST is currently local pickup and drop-off only. Your booking includes the agreed pickup and return details. Arrive within your agreed pickup window, return the item at the agreed time, and communicate promptly if something changes.

Late returns

We know life happens, so a 24-hour grace period may be provided. After the applicable grace period, a late fee may apply. A delay that affects another confirmed rental may also make you responsible for reasonable costs resulting from the delay.

Take care of your guest piece

Treat your rental like something borrowed from a friend. Normal wear is expected, but Renters may be responsible for significant damage caused by misuse or failure to follow reasonable care instructions, including:

• Significant or permanent stains
• Tears, rips, or burns
• Missing buttons, hardware, or accessories
• Unauthorized alterations
• Damage caused by improper care

If repair is reasonable, responsibility may be limited to repair cost. Otherwise, it may extend to reasonable current value. You are not automatically charged original retail price. Any claim is reviewed by HOUSE GUEST before money is taken from a damage-deposit hold.

What counts as normal wear?

Minor wrinkles, normal signs of use, and other reasonable wear associated with wearing clothing are part of the rental experience. The goal is sustainable sharing, not penalizing you for wearing the piece.

Didn’t fit?

Review measurements, tagged size, and fit notes before requesting. An accurately described item that simply does not fit is not automatically refundable. If it materially differs from its listing or has significant undisclosed damage, tell us promptly and ideally before wearing it.

Before you leave pickup

Inspect the piece before leaving. If anything does not match the listing or prior disclosure, tell the Lender immediately and contact HOUSE GUEST if needed. Both parties can photograph its condition at pickup.

Lost or unreturned items

If an item is lost or not returned, the Renter may be responsible for its reasonable current value and reasonable recovery or replacement costs.

If your lender cancels

If a Lender cancels after payment, you receive a 100% refund. We may help identify another piece, but cannot guarantee a replacement.

Questions or something went wrong?

Contact HOUSE GUEST as soon as possible. We may ask for photos, messages, or other relevant details to reach a fair resolution. For complete conditions, read our Terms of Service.