FAQ

FAQ – Renting items on ParTAG

From the viewpoint of the customer/renter

  1. Simply follow the instructions on your Rental Agreement, which either state for you to return the item to the pick up location, or be present for the Vendor/Owner to pick up the rental. The Vendor/Owner will initiate the app process of closing out the rental transaction.
  2. Once the Vendor/Owner has finalized any additional charges, you will receive a Final Rental Agreement which you must approve in order for the contract to end. No new charges will be levied on you without your expressed consent through this Final Rental Agreement close out process.

From the viewpoint of the Vendor/Owner, follow these steps to complete the rental transaction and end the agreement.

  1. Pick up or receive your rental item and make sure every piece/part is accounted for and that there is no damage beyond wear and tear. After closing the contract, you will not get another chance to clear up any claims with the customer through the app.
  2. Select the Reservation from your Reservation Module. Scroll down to select the button “End Rental”
  3. See the screenshot below. If everything went well and there are no additional charges, select “Close Out No Changes” and the Rental Agreement will be ended with no additional charges to the Customer/Renter.
  4. The app will display the final Rental Agreement for your approval. Select to approve it.
  5. The app will display the final Rental Agreement to the Customer/Renter which she must approve in order for the contract to end.
  6. If the rental item was returned late and you would like to assess late fees at the same rate as the per day rental, you may do so by adjusting the dates in the close out form.
  7. If you must apply delivery, cleaning, or other charges not included in the rental fee, you may add those in the Manual Adjustment field of the close out form.
  8. If you have assessed damages that you wish to charge the customer/renter for, you have two choices as to how to do that. Follow this link for an in depth explanation.
  9. Finally, select “Update charges” and the Final Rental Agreement, which contains a final tally of all previous and new charges are displayed to you for your approval. Select to approve these charges.
  10. The Customer/Renter then receives the same tally and also must approve them in order for charges to be run. Any additional charges are shown against the deposit and any balance of deposit funds are returned back to the Customer/Renter. Once both parties have agreed to the Final Rental Agreement, the contract has ended.
  11. This Tutorial also describes how to end your rental contract.

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If you’ve attempted to start a rental or cancel a reservation and received this error (“Failed to create customer” or “Failed to charge customer”, or similar), this means that the credit card that was submitted was declined by the bank that issued the credit card.  As of now, ParTAG does not have a function to allow the renter to update the credit card information or resubmit a different credit card.

If you are attempting to start a rental and hand over the rental item, and the renter received the failure message after accepting the Rental Agreement, and both parties still wish to move forward with the rental, you can cancel the problematic reservation and create a new same-day reservation on the spot:
1.  The Owner should cancel the reservation by going into the Reservation Module, select the reservation, and scroll down to select “Cancel”.  There is no penalty when the Owner cancels.
2.  The Renter can submit another reservation request for today’s date and a time 2 hours ahead. 
3.  The Owner can approve the reservation and start the rental at any time (even if the reservation is for 2 hours into the future).

NOTE:
4.  If you are attempting this process past 4:00 PM local time, ParTAG will not allow the same day reservation request to be made (because normally asking for a same day rental after 4 PM does not give the Owner enough time to fulfill the request).  The work around is for both the Owner and Renter to set their device clocks back before 4:00 PM, which will allow the reservation process to proceed.

We’re sorry for the inconvenience.  Be assured that the next upgrade to ParTAG will allow users to update the credit card previously submitted.

If you are attempting to cancel a reservation and you receive a failure message, you can contact the Owner by text, email, or phone, to cancel the reservation for you.

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Other questions:
I wasn’t able to create a reservation request.  The error pop up stated that I need to verify my phone number.  

ParTAG requires that members have a verified phone number on file, for safety and security purposes.  You can verify your phone number by going to Settings> Account and selecting your phone number.  You will be prompted to verify if with an OTP code that will be sent to your phone.  After your phone number is verified, you should see the “verified” checked shield icon by this parameter.

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We’re sorry if you’ve experienced an injury while using an item you rented.  If it is life threatening, we recommend you seek medical attention and/or contact emergency response services.

Assuming the incident has passed and the injury has received the appropriate medical attention, ParTAG suggests the following steps:

1. Discontinue use of the rented Item. 
2. Contact the Owner of the Item immediately to inform him or her that you’ve been injured.  Follow his or her instructions as to what he or she would like you to do.  Typically this means returning the Item to the Owner and ending the rental transaction.
3. Discuss your injuries with the Owner to work out a fair solution.  Depending on the nature of your injuries and the circumstances that lead up to your injuries, the Owner may refund you the rental fees and/or reimburse your medical expenses through a Liability Insurance policy.
4. If necessary, read the liability section of the Rental Agreement by and between you and the Owner to understand your rights with respect to your injuries.

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We’re sorry if you are experiencing a problem with your rental transaction.  ParTAG recommends the following steps:

1.  Try to make contact with the Renter, if you haven’t do so already.  Try emailing and calling.  Typically the Renter is having a personal problem that is preventing him or her from prioritizing the return of your Item.
2.  If you are unable to make contact through email or phone, “Report a problem” through the app (see below), which sends a note to ParTAG and the Renter to contact you.  A ParTAG associate will contact you shortly to help facilitate the return of your Item.
3.  If you believe the Renter has stolen your item, report the theft to your local Police and keep a copy of the Police Report.
4.  If after 3 days of the Renter being delinquent in returning your Item (3 days after the end of the Reservation Rental Period), you may “Report a Problem”, and the ParTAG app will provide you prompts to run a loss/theft charge to the Renter.  ParTAG will contact you to request a copy of your Police Report and proof of ownership and value of the Item.
5.  If the Renter does not agree with your charge of theft because he or she has returned the  item, the Renter may dispute the charge with Stripe and/or his credit card company.  If Stripe, the Credit Card company, or the Renter requests copies of the Owner’s policy report, we will provide it.
6.  If the Renter returns the item, you can reverse the charge through your Stripe dashboard.

Report a Problem:
1.  From the Library Module, select the Item that has not been returned.
2.  From the detail page, in the upper right corner is a menu icon; select that to see options including “Report a Problem”

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What happens if I damage an item I’ve rented? Contact the Owner immediately to inform him or her of the damage, assuming the damage is beyond normal wear and tear.  Discontinue use and follow the instructions provided by the Owner.  Upon returning the Item to the Owner, the Owner may elect to charge you to repair the damage.  See below for an explanation of those options. If you, the Renter, purchased a Damage/Loss Waiver from ParTAG, you would be eligible to be REIMBURSED any damage or loss fees imposed on you by the Owner (including a 20% damage assessment).  Purchasing the Damage/Loss Waiver absolves you of these charges ultimately, assuming you did not breach the Rental Agreement by using the item as it was not intended to be used.  The process follows a reimbursement procedure.  You can fill out a claim form here. What happens if the Renter damages my item? If the Renter returns the Item back to you with damage beyond normal wear and tear, discuss the matter with the Renter to understand the circumstances.  Discuss with the Renter your options of assessing damage and what that will cost. You have two choices as to how you can recoup funds to make repairs or to replace parts that are damaged:  (See the screenshot below). [Above: ParTAG app “close out” form viewed by the Owner/Vendor, when ending the rental transaction] 1.  When you end the rental transaction, you may charge the customer/renter for any damage or lost item through the manual adjustment.  Fill in a description and a value, and this will be an additional charge to the customer/renter on top of the rental fee. 2.  If you believe that the damages warrant a charge of 20% of the Replacement Value of the item, you may use the “Damage Assessment” option, as set forth in the Terms and Rental Agreement.  You may upload photos and describe each area of damage.  A charge of 20% of the Replacement Value will be charged to the customer/renter in addition to the rental fee. You may only close out the rental once, which means you will not have an opportunity to make changes to your submitted terms once you have submitted them to ParTAG.  You may submit more than one description and photo.  All photos and descriptions in aggregate result in a single damage charge.  These descriptions and photos will reside with ParTAG and may be submitted to the Owner and Renter upon request. The renter/customer will, in turn, receive a final rental agreement invoice, showing all additional charges, whether they are Manual Adjustments or Damage Assessments, and will have to approve these charges before their credit card is charged. Watch this video for a short tutorial on rental close-out procedure.

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Any taxes applicable to the transaction are included in the rental fee.

If you are a renter, you will not see any additional sales or use taxes levied on top of the rental fee.

If you are an owner or rental business, ParTAG will not collect taxes from the Renter on your behalf for each transaction.  Any applicable taxes that you are responsible to pay to local, state, or federal tax collectors would be considered as a portion of your gross rental sales.  We recommend you consult with a tax professional to understand your tax liability.

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ParTAG requires all rental transactions to be minimally one day.  Which means, even if you return your item the same day you picked it up, you will still be charged for at least one day. 

Beyond that, days are calculated as 24 hour periods, where any time after a 24 hour increment is also treated as an additional day.

For example, a rental with the following reservation parameters:
Start Date:    4/26/18
Start Time:    8:00 AM – 10:00 AM
End Date:      4/28/18
End Time:      6:00 PM – 8:00 PM

Would result in three (3) rental days.  The first two days would end at 8:00 – 10:00 AM on 4/28, and the additional hours to get to 6:00 PM would constitute an additional third day.
Category: Renting

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How do I charge the Renter for damages or loss?

Per the Terms and Rental Agreement, if you and the Renter agree that the rented Item has been returned with damages beyond wear and tear, you, the Owner, may assess a damage cost of 20% the Replacement Value by submitting photos and descriptions under the Close-Out page, under the header DAMAGES.  All damages noted (photographed and described) will aggregate to one damage fee of 20% the Replacement Value.

If you believe that the damages to your property are greater than as to require 20% the Replacement Value to make repairs, or that damages are so great as to warrant a “loss” of the item, you may forego the DAMAGES section and instead, enter charges under the header MANUAL ADJUSTMENTS.  Fill in the description field with “Loss” or other description to alert the Renter to your assessment.  Manual adjustments and Damages together may not exceed the Replacement Value of the Item.  These charges will not be assessed unless the Renter approves them in his/her Updated Rental Agreement.
Category: Renting

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If you elected to charge the Renter No-Show charges but did not see the credit in your account, it may be because Stripe will only allow processing of payments in excess of one dollar ($1).  If the 20% No-Show charge did not meet this threshold, the processing could not be completed.  Per the Terms of Use, No-Show charges will not be credited in this case.  We apologize for any inconvenience this may cause you.

If you believe that Stripe processing does not explain the reason for No-Show credits in your account, please contact us at info@partag.net and we would be happy to assist you.
Category: Renting

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If you, as the Owner, approved the reservation, and the Renter did not show up to pick up the item or did not show up at the drop off location, you are entitled to No-Show charges of 20% of the total Rental Fee less ParTAG’s Commission Fee.  You may assess these charges at your discretion by cancelling the approved reservation through the app the day after the start date of the reservation.  Select ‘Cancel’ and you will be prompted whether or not to charge No-Show fees.  If you select ‘Ok’, fees will be levied and credited to your account.  If you select ‘Cancel’, the reservation will be cancelled without charging the Renter.
Category: Renting

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What if my rented item doesn’t work?
What if my rented item is not as it was advertised?

If for any reason the item you have rented does not work or you are having problems using it, contact the Owner to resolve the issue. We recommend testing the item when you meet with the Owner so any questions or issues can be addressed at that time.  ParTAG has not tested the quality of the merchandise and has no control over Owner’s posts.  If the issue is not resolved with the Owner, the Rental Agreement states to discontinue use and return the Item immediately to its Owner, to avoid charges for days you were not able to use the Item.  The Owner will adjust the duration of the Rental Period upon close out of the Rental Agreement.
Category: Renting

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How do I make a payment?

What payment methods do you accept?

Do you need a Stripe account in order to rent an item?

When you make a rental reservation, your credit or debit card information is collected and processed by Stripe. Stripe accepts all major credit and debit cards.  Once you pick up the item, your card will be charged the total rental fee plus the security deposit.  Renters do not need a Stripe account in order to rent an Item.

Category: Renting

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Yes, there is a refundable security deposit of 20% of the replacement value. Your credit card will show a pending charge for the security deposit at the start of the rental period.

Category: Renting

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You may cancel a reservation with at least 24 hours notice for a full refund. If you cancel with less than 24 hours, you will be charged a 20% inconvenience/no-show fee by the Owner.  To cancel, select the reservation in the Reservation module and select Cancel Reservation at the bottom.
Category: Renting

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If you need to change or extend a confirmed rental prior to the start of the rental period, select the Approved Reservation in your Reservations module and select Edit at the bottom of the reservation.  Enter the new reservation date, time, and/or location into the fields and ParTAG will send notification to the Owner of your requested changes.  Confirmation by the Owner will be received in your Notification inbox.  If you have already taken possession of a rented item (your rental period has started) and you wish to extend your rental, as a courtesy promptly contact the item’s Owner (by text through ParTAG or by other means) to check availability.  Otherwise you may be charged additional fees by the Owner for the inconvenience.  Return the item per your arrangement with the Owner and the Owner can adjust the rental duration at the close out of the Rental Agreement.  If you do not return the item beyond three (3) days from the end of the rental period per the Rental Agreement and you have not contacted him or her about the delay, per the Terms of Use, the Owner may choose to charge you for loss or theft of the item.
Category: Renting

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How do I arrange the item for pick-up and return? How will I receive the item I reserved? Are the items delivered? Is there a delivery fee? For each item, its Owner has designated how the item will be transmitted, as Pick Up (picked up by you) or Drop Off (delivered to you).  Delivery fees are calculated by the Business Owner after he/she receives your request and the location.  He/She has the option to add any delivery fees at the end of the rental transaction, but must disclose them to you at the start.  Previous versions of the ParTAG app invoice showed Delivery Fees as “included”, which is incorrect. The designation for Delivery or Pick Up is indicated on the item details page and also on the reservation form.  On the reservation form, you will provide a time range within which the item will either be dropped off at your stated location, or picked up by you at the Owner’s location.  You and the Owner may decide outside of the ParTAG app to agree on a different drop off or pick up time.  We do not recommend changing the location as the location is part of the Rental Agreement by and between the Renter and the item’s Owner.  To receive your item, meet the the Owner per the Item’s delivery preference as shown on your Approved Reservation.  Make sure to review the item and speak with the Owner about any concerns you might have.  After the rental period is complete, return the item consistent with how it was transmitted to you (pick up or drop off), per your Rental Agreement instructions.  Wait for a Notification from ParTAG to confirm the item has been recorded in the ParTAG platform as having been received back to its Owner..  Any required security deposit charges will be reversed at this time.  You may view a receipt of the transaction in your Reservations bin. Watch this short video which describes what steps Owners and Renters take on the day the rentable item is handed over to the Renter.
Category: Renting

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You will receive a confirmation from the Owner of the merchandise in your Notifications inbox, usually within 24 hours.  Once the request is confirmed, a pending charge in the amount of the rental fee will be placed on your credit or debit card.  At this time, email addresses and phone numbers for both the Renter and the Owner will be provided to one another to facilitate coordination. You must cancel with at least 24 hours notice for a full refund.  To view your reservation from the ParTAG app, go to the Reservations module.

Category: Renting

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How do I make a request to rent an item?

How do I request an item?

How do I make a reservation?

How does this work?

What’s your process?


From your search results in the Public Marketplace, select an individual item you are interested in by clicking on its picture. Click Reserve to fill out a reservation form indicating your dates, time, and location.  At this time, you may opt into a Damage Waiver Reimbursement program if you are worried about covering the charges if you damage or lose the item.  A credit or debit card is required to hold the reservation but you will not be charged until the reservation is confirmed. Note that once you have submitted a reservation request, your email address will be provided to the Owner of the merchandise for coordination purposes.  The Owner  will confirm your request and send you a Notification.

This short video shows you how to search and request a reservation.
https://youtu.be/4yg3tOQKFGA
Category: Renting

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We are your one-stop rental solution to finding party and creative hobby gear. For party items, you can find things like inflatable bouncy houses, linens, tables, chairs, photo cutouts or backdrops, serveware, chocolate fountains, fondue sets and more! For creative hobby gear, easily search and find items like cameras, camera lenses, tripods, video cameras, floor speakers, dj equipment (turntables, headphones, laptop) and video game consoles, games and accessories. However, almost anything is rentable on ParTAG, like designer clothes and accessories, summer and winter sporting gear, and family and children’s item. The best way to find what you need is to search our Public Marketplace.  There’s also a list of items that aren’t allowed to be rented on ParTAG.
Category: Renting

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You can easily search for what you need in the Public Marketplace.  Select the ‘Public Marketplace’ icon from the top bar menu or from the sidebar menu.  For ultimate convenience, select the ‘Refine Details’ icon to specify search criteria like price, date, and distance.

This short video walks you through searching and requesting a reservation.
https://www.youtube.com/watch?v=4QVbPe_f9xY

Category: Renting

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How do I charge the Renter for damages or loss?

Per the Terms and Rental Agreement, if you and the Renter agree that the rented Item has been returned with damages beyond wear and tear, you, the Owner, may assess a damage cost of 20% the Replacement Value by submitting photos and descriptions under the Close-Out page, under the header DAMAGES.  All damages noted (photographed and described) will aggregate to one damage fee of 20% the Replacement Value.

If you believe that the damages to your property are greater than as to require 20% the Replacement Value to make repairs, or that damages are so great as to warrant a “loss” of the item, you may forego the DAMAGES section and instead, enter charges under the header MANUAL ADJUSTMENTS.  Fill in the description field with “Loss” or other description to alert the Renter to your assessment.  Manual adjustments and Damages together may not exceed the Replacement Value of the Item.  These charges will not be assessed unless the Renter approves them in his/her Updated Rental Agreement.

You can easily search for what you need in the Public Marketplace.  Select the ‘Public Marketplace’ icon from the top bar menu or from the sidebar menu.  For ultimate convenience, select the ‘Refine Details’ icon to specify search criteria like price, date, and distance.

This short video walks you through searching and requesting a reservation.
https://www.youtube.com/watch?v=4QVbPe_f9xY

[/ultimate-faqs]Watch this short video which describes how to search for items to rent and how to request a reservation.



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How do I make a payment?

What payment methods do you accept?

Do you need a Stripe account in order to rent an item?

When you make a rental reservation, your credit or debit card information is collected and processed by Stripe. Stripe accepts all major credit and debit cards.  Once you pick up the item, your card will be charged the total rental fee plus the security deposit.  Renters do not need a Stripe account in order to rent an Item.

What if my rented item doesn’t work?
What if my rented item is not as it was advertised?

If for any reason the item you have rented does not work or you are having problems using it, contact the Owner to resolve the issue. We recommend testing the item when you meet with the Owner so any questions or issues can be addressed at that time.  ParTAG has not tested the quality of the merchandise and has no control over Owner’s posts.  If the issue is not resolved with the Owner, the Rental Agreement states to discontinue use and return the Item immediately to its Owner, to avoid charges for days you were not able to use the Item.  The Owner will adjust the duration of the Rental Period upon close out of the Rental Agreement.

If you, as the Owner, approved the reservation, and the Renter did not show up to pick up the item or did not show up at the drop off location, you are entitled to No-Show charges of 20% of the total Rental Fee less ParTAG’s Commission Fee.  You may assess these charges at your discretion by cancelling the approved reservation through the app the day after the start date of the reservation.  Select ‘Cancel’ and you will be prompted whether or not to charge No-Show fees.  If you select ‘Ok’, fees will be levied and credited to your account.  If you select ‘Cancel’, the reservation will be cancelled without charging the Renter.

If you elected to charge the Renter No-Show charges but did not see the credit in your account, it may be because Stripe will only allow processing of payments in excess of one dollar ($1).  If the 20% No-Show charge did not meet this threshold, the processing could not be completed.  Per the Terms of Use, No-Show charges will not be credited in this case.  We apologize for any inconvenience this may cause you.

If you believe that Stripe processing does not explain the reason for No-Show credits in your account, please contact us at info@partag.net and we would be happy to assist you.

Yes, there is a refundable security deposit of 20% of the replacement value. Your credit card will show a pending charge for the security deposit at the start of the rental period.

You may cancel a reservation with at least 24 hours notice for a full refund. If you cancel with less than 24 hours, you will be charged a 20% inconvenience/no-show fee by the Owner.  To cancel, select the reservation in the Reservation module and select Cancel Reservation at the bottom.

We are your one-stop rental solution to finding party and creative hobby gear. For party items, you can find things like inflatable bouncy houses, linens, tables, chairs, photo cutouts or backdrops, serveware, chocolate fountains, fondue sets and more! For creative hobby gear, easily search and find items like cameras, camera lenses, tripods, video cameras, floor speakers, dj equipment (turntables, headphones, laptop) and video game consoles, games and accessories. However, almost anything is rentable on ParTAG, like designer clothes and accessories, summer and winter sporting gear, and family and children’s item. The best way to find what you need is to search our Public Marketplace.  There’s also a list of items that aren’t allowed to be rented on ParTAG.

How do I make a request to rent an item?

How do I request an item?

How do I make a reservation?

How does this work?

What’s your process?


From your search results in the Public Marketplace, select an individual item you are interested in by clicking on its picture. Click Reserve to fill out a reservation form indicating your dates, time, and location.  At this time, you may opt into a Damage Waiver Reimbursement program if you are worried about covering the charges if you damage or lose the item.  A credit or debit card is required to hold the reservation but you will not be charged until the reservation is confirmed. Note that once you have submitted a reservation request, your email address will be provided to the Owner of the merchandise for coordination purposes.  The Owner  will confirm your request and send you a Notification.

This short video shows you how to search and request a reservation.
https://www.youtube.com/watch?v=4QVbPe_f9xY

You will receive a confirmation from the Owner of the merchandise in your Notifications inbox, usually within 24 hours.  Once the request is confirmed, a pending charge in the amount of the rental fee will be placed on your credit or debit card.  At this time, email addresses and phone numbers for both the Renter and the Owner will be provided to one another to facilitate coordination. You must cancel with at least 24 hours notice for a full refund.  To view your reservation from the ParTAG app, go to the Reservations module.

If you need to change or extend a confirmed rental prior to the start of the rental period, select the Approved Reservation in your Reservations module and select Edit at the bottom of the reservation.  Enter the new reservation date, time, and/or location into the fields and ParTAG will send notification to the Owner of your requested changes.  Confirmation by the Owner will be received in your Notification inbox.  If you have already taken possession of a rented item (your rental period has started) and you wish to extend your rental, as a courtesy promptly contact the item’s Owner (by text through ParTAG or by other means) to check availability.  Otherwise you may be charged additional fees by the Owner for the inconvenience.  Return the item per your arrangement with the Owner and the Owner can adjust the rental duration at the close out of the Rental Agreement.  If you do not return the item beyond three (3) days from the end of the rental period per the Rental Agreement and you have not contacted him or her about the delay, per the Terms of Use, the Owner may choose to charge you for loss or theft of the item.

How do I arrange the item for pick-up and return?

How will I receive the item I reserved?

Are the items delivered?

Is there a delivery fee?


For each item, its Owner has designated how the item will be transmitted, as Pick Up (picked up by you) or Drop Off (delivered to you).  This preference is indicated on the item details page and also on the reservation form.  On the reservation form, you will provide a time range within which the item will either be dropped off at your stated location, or picked up by you at the Owner’s location.  You and the Owner may decide outside of the ParTAG app to agree on a different drop off or pick up time.  We do not recommend changing the location as the location is part of the Rental Agreement by and between the Renter and the item’s Owner.  To receive your item, meet the the Owner per the Item’s delivery preference as shown on your Approved Reservation.  Make sure to review the item and speak with the Owner about any concerns you might have.  After the rental period is complete, return the item consistent with how it was transmitted to you (pick up or drop off), per your Rental Agreement instructions.  Wait for a Notification from ParTAG to confirm the item has been recorded in the ParTAG platform as having been received back to its Owner..  Any required security deposit charges will be reversed at this time.  You may view a receipt of the transaction in your Reservations bin.

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ParTAG Staff

We love parties, having fun, and trying our best!