LINEUP

TRUST & SAFETY

How we keep rentals safe.

Renting out your quiver shouldn't be stressful. LINEUP is built on accountability, secure payments, and verified identities.

1. Verified ID Checks

We need to know exactly who is taking your board. Before a user can confirm a booking on LINEUP, they must pass a secure identity verification process. No anonymous accounts, no fake names.

2. Secure Deposits via Stripe

Your board's value is protected. 24 hours before a rental begins, we place a secure hold on the renter's credit card for the deposit amount. Once the board is returned safely, the hold is automatically released. You never have to ask a stranger for cash.

3. The Photo-Based Handover

Dings happen, but arguments shouldn't. We use a strict, simple protocol for damages:

  • Step 1: Document. Both the owner and renter take timestamped photos of the board's top, bottom, and rails at the time of pickup.
  • Step 2: Return & Inspect. Photos are taken again at drop-off.
  • Step 3: Fair Resolution. If a new ding occurs, the owner reports it within 24 hours. The repair cost is transparently deducted from the renter's secure deposit and sent directly to the owner.

Damage Resolution Protocol

  • Step 1: Report. The owner submits a damage claim with photo evidence and a requested repair cost.
  • Step 2: Review. The renter is notified. They can review the photos and choose to Accept the charge (which automatically processes the payment from the held deposit) or Decline it.
  • Step 3: Escalate. If the renter declines, the claim is escalated to LINEUP Support. Our team reviews the timestamped handover photos from both parties to make a fair, final decision.

Cancellation Policy

We keep it fair for both renters and owners.

  • Full refund: Cancel up to 48 hours before the rental begins.
  • Partial refund (50%): Cancel within 48 hours of the start time (the owner is compensated for the blocked calendar).
  • No-shows: No refunds. Owners are paid in full if the renter fails to show up.

What We Don't Cover

While our security deposit and photo protocol protect against major damage (like snapped boards, massive dings, or snapped fins), there are limits. We do not cover:

  • Normal wear and tear: Minor cosmetic scratches, slight yellowing, or standard deck pressure dents.
  • Pre-existing damage: Any damage already documented in the handover photos.
  • Gross negligence: Theft or loss resulting from leaving the board unlocked and unattended on a beach or vehicle overnight.
  • Personal injury: LINEUP is not liable for third-party injuries or accidents occurring during the rental.