Peace of Mind for Every Rental
DOYU provides multiple layers of protection to ensure both renters and owners feel secure.
How Protection Works
Our protection system is built into every transaction at no extra cost.
Security Deposits
Owners set security deposits that are held (not charged) during rentals. If items are returned undamaged, the hold is automatically released.
Verified Users
All users complete identity verification before they can rent or list. This helps ensure accountability for every transaction.
Dispute Resolution
Our dedicated team investigates disputes fairly, reviewing evidence from both parties to reach equitable resolutions.
Security Deposit Protection
How Deposits Work
| Stage | What Happens |
|---|---|
Booking | Deposit amount is authorized (held) on your card, not charged |
During Rental | Funds remain held as protection for the owner |
Return (No Issues) | Hold is automatically released within 48 hours |
Return (With Issues) | Dispute process initiated; deposit may be partially or fully captured |
What's Covered vs. Not Covered
What's Protected
- Accidental damage during normal use
- Loss of item during rental period
- Theft (with police report)
- Late returns (covered by deposit or late fees)
- Missing accessories or parts
- Items not matching description (for renters)
Not Covered
- Intentional damage or misuse
- Normal wear and tear
- Damage exceeding deposit amount (may require legal action)
- Transactions completed outside the platform
- Pre-existing damage not documented
- Bodily injury or property damage to third parties
Maximize Your Protection
Tips for Owners
Set appropriate deposits
- Higher value items should have higher depositsDocument item condition
- Take photos/videos before each rentalRecord serial numbers
- Keep records for electronics and valuable itemsBe specific in descriptions
- Note any existing wear or limitationsVet renters carefully
- Check profiles, ratings, and verification status
Tips for Renters
Inspect items at pickup
- Document condition with photos before leavingReport issues immediately
- Contact owner right away if something is wrongUse items as intended
- Follow owner guidelines and normal use practicesReturn on time
- Late returns may result in additional chargesKeep all communication on platform
- Creates a record for disputes
Filing a Protection Claim
If you need to file a claim for damage, loss, or other issues:
Document Everything
Take clear photos and videos of any damage or issues
Contact the Other Party
Try to resolve directly first through our messaging system
File a Dispute
Go to Dashboard → Bookings → Select rental → File Dispute
Submit Evidence
Upload photos, messages, receipts, and any other documentation
Await Resolution
Our team reviews all evidence and responds within 48 hours
Important: Claims must be filed within 48 hours of the rental ending.
Additional Insurance Considerations
For high-value items or special circumstances, you may want to consider additional protection:
For Owners
- Check if your homeowners/renters insurance covers rental activities
- Consider a separate inland marine policy for valuable items
- Keep records of item values for insurance purposes
For Renters
- Some credit cards offer rental protection benefits
- Your renters insurance may cover rented items
- Consider the deposit amount vs. insurance cost for expensive rentals
Questions About Protection?
Contact Support
- Email: support@doyu.rent
- Help Center: doyu.rent/help
Related Resources
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