Kim Koodwin posted 4 months ago
Rental Requests and Handover: A Guide for Lenders
This guide covers everything you need to know from receiving a rental request through to completing the return and getting paid.
Step 1: Communication and Messages
When a borrower is interested in your listing they may message you before booking to ask about fit, fabric, sizing or availability. Respond promptly – borrowers who don’t hear back quickly will often move on to another listing.
You can offer a video call to show the outfit in more detail if you’re comfortable doing so, but this is entirely at your discretion.
Keep all communication on the ViyahVogue platform. This protects you if a dispute arises – we can only support you if the conversation has taken place through the platform. Avoid sharing personal contact details in your listing or messages.
Try-ons can be arranged directly between you and an interested borrower at your own discretion, outside of a formal booking. This is not an official platform service but there is nothing stopping you from agreeing one privately if you’re happy to do so.
Step 2: Before the Handover
Once a booking is confirmed, a few things to sort before you meet:
Confirm identity in advance. Ask the borrower for the full name of the person who will be collecting the outfit. This should match the name on their booking and the ID they bring on the day. It’s worth checking this before the handover so you’re not caught off guard if the details don’t match.
Never release the outfit until payment is confirmed. Do not hand over the outfit until you have received confirmation from ViyahVogue that the rental fee and security deposit have been successfully processed.
Clean and inspect the outfit. See our Cleaning and Inspection guide for what to check before every rental.
Prepare all pieces. Make sure everything listed in your “What’s Included” section is present and packed – dupatta, belt, blouse, jacket, bag, whatever applies.
Step 3: The Collection Handover
Choose a safe, public location. We recommend meeting somewhere neutral and public – a local place of worship, a public library, a town hall or a community centre all work well. Many of these have private areas where the borrower can try the outfit on if needed.
Verify the borrower’s identity. This is important and non-negotiable. Ask to see a valid photo ID – passport, driving licence or national ID card – and confirm it matches the name on the booking. The borrower will be aware this is required.
Use the ViyahVogue Handover App. Open the app at viyahvogue.com/handover on your phone. The borrower will also need to do this. The app guides both of you through the handover process step by step, records the transaction, and officially starts the rental period. See our full guide: How the Handover App Works.
ID photo through the app. During the collection flow, you – the lender – will be asked to photograph the borrower’s ID through the handover app. This is part of our verification process and the image is sent securely to the ViyahVogue operations team. It is not stored in the app.
Inspect the outfit together. Go through the outfit with the borrower before handing it over:
- Zips and fastenings – confirm they work smoothly
- Beads and embellishments – point out any existing loose threads or minor wear
- Condition – confirm there are no unlisted stains, tears or damage
- Inventory – check all pieces are present
Take photos or video. We strongly recommend filming a short video of the outfit with the borrower present at handover. This is your best protection if a dispute arises later about the condition at the point of collection.
Mention any care notes. If the fabric is particularly delicate or there are specific things the borrower should know about wearing or handling the outfit, mention them now.
Mark as Handed Over in the app. Once the handover is complete, both parties confirm this in the handover app. This officially starts the rental period.
Step 4: The Return
Meet at the agreed time and place to inspect the outfit together.
Inspect in good light. Check the same areas as the handover:
- The hem – look for significant stains or tears from walking and dancing
- Zips and hooks – test all fastenings
- Embellishments – check for significant missing beadwork or loose embroidery
- Inventory – confirm all accessories have been returned
Film a short video of the outfit’s condition during the return with the borrower present. This is your best evidence if you need to raise a deposit claim afterwards.
Complete the return in the app. Both parties must log into the handover app to certify the return. This triggers your payout and initiates the return of the borrower’s deposit.
Deposit decision. At this point you confirm whether the deposit should be returned in full or whether you are raising a dispute for damage. See our guide on How to Handle a Dispute for more detail.
Leave a review – this is mandatory. Both parties are required to leave a review before the rental is considered complete. Reviews must be submitted before your payout is released and the borrower’s deposit is returned. This ensures there are no outstanding issues on either side before the rental closes. You will be prompted to do this through the platform after the return is confirmed.
Cancellations
Late borrower cancellation: If a borrower cancels within 24 hours of the scheduled collection, a £20 late cancellation fee is deducted from their deposit and paid to you to compensate for your time.
If you need to cancel: If you have to cancel within 24 hours of the scheduled collection, message the borrower immediately to explain. The borrower will have the opportunity to leave a review on your profile. Handle it respectfully and communicate clearly to protect your rating.
Lender Tips
- A 30-second video of the outfit at handover with the borrower present is the single best way to prevent “it was like that when I got it” disputes
- If you notice a very minor issue on return – a single loose thread, light hem dirt – it’s often better to let it go and protect your rating rather than raise a claim. Save deposit claims for significant damage that requires professional repair
- Set a buffer period of at least 1 day between bookings to give yourself time to inspect and clean before the next rental