A customer damaged or did not return equipment: what to do

Sooner or later it happens to every rental: a bike comes back with a bent wheel, a scooter without a fender, and someone stops answering calls. The outcome is almost always decided before checkout — by what the agreement and the photos record.

Equipment came back damaged

• Inspect it with the customer and compare with the checkout photos.
• Show the difference and the liability clause of the agreement.
• Calculate the damage by your price list or a repair estimate.
• Withhold it from the deposit and return the rest; if the deposit is not enough, record a debt.
• Keep the damage photos in the rental — you will need them if the customer disputes.

The customer is late

• Call or message right after the period ends — often they are simply delayed.
• Offer an extension: it is paid and there is no dispute.
• If there is no answer, charge late fees under the agreement.

The customer disappeared with the equipment

• Collect evidence: agreement, ID, contacts, checkout photos, messages and calls.
• Send a written claim demanding the return and payment for the delay.
• File a police report — depending on circumstances non-return may be treated as theft or embezzlement.
• In parallel, sue for the equipment's value and late fees.
• Blacklist the customer so they cannot rent at another point.

Prepare in advance

• A detailed rental agreement with liability and prices.
• A sensible deposit to withhold damage from.
• Checkout and return photos — your main argument.
• A blacklist check before checkout.
• Return reminders: ProkatOS messages customers before the rental ends when automatic messages are on.