ViyahVogue.

Kim Koodwin posted 4 months ago

Manual Handover - If the App is Unavailable

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If the ViyahVogue Handover App is not responding at the point of collection or return, do not abandon the process. Follow this manual protocol instead to ensure the rental and security deposit remain protected.

Important: Failure to follow these steps may affect your ability to claim for damages or receive a refund in the event of a dispute.

Step 1: ID Verification (Collection Only)

Lenders: Physically inspect the borrower’s photo ID – passport, driving licence or national ID card. Confirm the name matches the booking confirmation email and the name on the payment card. Do not release the outfit if the ID does not match.

Step 2: Record Video Evidence (Mandatory for Both Parties)

Both the lender and borrower should record a video on their own phones. The video should include:

The shared frame. Briefly show both the lender and borrower in frame together at the start. This confirms both parties were present at the time of the recording.

The 360 inspection. Slowly record the full outfit, making sure to cover:

  • Zips – show them opening and closing
  • Hem and bottom edge – check for stains or fraying
  • Underarms – check for perspiration marks or tears
  • Heavy embellishments – check for loose threads or missing beads

Inventory. Record the presence of all items included in the booking – dupatta, jewellery, bag and any other listed accessories.

Keep your video. Do not delete it until the security deposit has been fully returned or any dispute has been resolved.

Step 3: Verbal Condition Check

Go through these three points together out loud:

  1. Time. Note the current time – this timestamps the handover
  2. Completeness. Confirm every item listed in the booking confirmation is present
  3. Condition. Agree verbally on any pre-existing marks or imperfections. If any damage is found, take a clear still photo of it

Step 4: Contact ViyahVogue Immediately After

As soon as you have a stable internet connection, email operations@viyahvogue.com with:

  • Your booking reference number
  • The outcome – “Handover Successful”, “Handover Cancelled” or “Return with Damage”
  • Any photos or video you have taken

We will log the handover manually on your behalf and ensure your rental record is updated correctly.

If the Other Party Refuses to Cooperate

If the other party refuses to follow the manual protocol or you feel unsafe at any point, do not proceed with the handover or return. Contact ViyahVogue at operations@viyahvogue.com as soon as you are safe and explain what happened. Your safety always takes priority over completing a transaction.

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