Please remember to follow our community guidelines throughout the rental: be responsive, be punctual, treat renters with respect, and communicate early if plans change.
1. Coordinate Pickup + Reveal the Listing Location
Connect with the customer to confirm the pickup date, time, and any important logistics before the rental begins. This may include parking details, loading instructions, access notes, gate codes, or anything else the customer should know before arriving.
Once you are ready to share the address, press “Reveal Listing Location to Customer” in the booking thread. This will give the customer access to the pickup location.
2. Coordinate Drop-off
As the booking nears its end, connect with the customer to confirm the drop-off timing, location, and any return logistics. Clear communication helps ensure the items are returned on time and in the expected condition.
What To Do If A Renter Returns Your Props Late or Never Returns Them
If your items are not returned by the end of the booking window, contact Setcircle to begin a claim. You can message us through the Help Center in the bottom-left corner of our website, or email us at [email protected]. Please document the situation and report it promptly (see the time limit below).
If a renter returns your props late: Setcircle may charge the customer a late fee to compensate you. Late fees help protect owners when an item is kept beyond the agreed rental period, and are calculated based on the item's daily rate — the weekly rental price divided by 7. Each additional day an item is overdue may be eligible for a late fee. Once we receive your claim, we'll work with you to review the situation and make sure you're properly compensated. Providers can expect compensation within a maximum of 30 calendar days after claim approval. You can learn more in our Rental Late Fee Policy in the Help Center.
If a renter never returns your props: If the item still isn't returned and the customer goes quiet — with no communication or confirmation that it's arriving late — document the situation and contact us right away to initiate a missing rental claim. We'll attempt to reach the renter and can charge their card on file for the full replacement cost. Setcircle will either replace the item or reimburse you for its agreed-upon Replacement Value.
PLEASE NOTE - The Setcircle Owner Guarantee does not apply to:
Any unreturned or late listing rental where the Owner does not notify Setcircle — via email or Help Center message — within 72 hours of the rental's end booking date.
3. Complete the Prop Review Form + Leave a Review
After the rental is complete, press the “Leave a Review” button in your booking thread to access the Prop Review Form.
This form allows you to document the condition of the returned item, upload photos, and report any potential damage or issues. We recommend completing the form as soon as possible after the item is returned so the condition can be documented clearly and accurately.
If damage is reported, the information you submit will be shared with the renter. Please include clear photos and a brief description of the issue so that we can best assist you with your claim.
Please review our Rental Insurance / Damages Guide in the Help Center for more information.
Need Help?
Message us through the Help Center in the bottom-right corner of our website, or email us at [email protected] if anything comes up.