If something goes wrong

If a piece comes back damaged, or does not come back, Jelly reviews both sides' condition captures, mediates, and charges whoever is responsible. Report within 48 hours of the scheduled return, with your captures: the clock runs from the return date and time on the order, or from when the piece reached the lender if that was later, and a report made after it is not reviewed.

That is the whole rule. Jelly is not an insurer and does not sell cover. There is no programme to enrol in and no tier to buy.

What makes it work is the video

A capture at every handover, shot live in the app, visible to both of you. Without one, a dispute is one person's word against another's; with one, it is usually obvious. See Receiving your piece and Returning a piece.

What is not damage

Deodorant marks, light washable stains, creasing, gentle stretching, minor pilling, a scuff on a sole. A piece that needs cleaning needs cleaning, and cleaning is the lender's.

What is, and who pays

Real damage is the renter's. Repairs by a tailor, a cleaner or a cobbler; and where a piece cannot be repaired, its replacement value, the figure the lender declared on the listing. Once a replacement value is paid, the piece is the renter's to keep.

Both sides of that are written out in full: If you damage a piece and If a piece comes back damaged.

The other directions

Not as described works the other way: if what arrives is not what was listed, raise it on the order before you wear it, with photos. See Not as described.

A piece that does not come home is If your piece comes back late, or not at all.

A rented piece is never lent on. Do not sub-rent, lend, gift or pass a piece to anyone else. What happens to it during your rental is yours, whoever was holding it.