If you damage a piece

Say so on the order, straight away, with the film. A ripped seam raised on the night is a repair; the same rip found by the owner a week later is a dispute.

What is not damage

Deodorant marks, light washable stains, creasing, gentle stretching, minor pilling, a scuff on a sole. A piece that needs cleaning is not a damaged piece, and cleaning is the lender's anyway: she prices it into the rental. See Cleaning.

What is

A tear, a burn, a broken seam, a broken zip, clasp or strap, a snag or pull in a delicate fabric, a lost bead or button, a broken heel or piece of hardware, a stain that will not come out, water damage, a piece that has lost its shape, a smell that will not come out, a permanent alteration, or a piece that cannot be returned at all.

Cleaning it yourself can turn a mark into damage. If you make a stain worse, or cause something new, while treating it, even with the lender's blessing, that is damage and it is yours. Which is why the answer to a spill is a photograph on the order, not a bottle of something. See Looking after a piece.

How it is settled

If a piece comes back damaged, or does not come back, Jelly reviews both sides' condition captures, mediates, and charges whoever is responsible. There is no cover to buy and no programme to join: it is a person reading the record. See If something goes wrong.

What you can be charged: the cost of the repair, by a tailor, a cleaner or a cobbler. Where a piece cannot be repaired, the replacement value the lender declared on the listing, the liability figure, shown on the listing before you book. Once you have paid a replacement value, the piece is yours to keep.

Do not try to fix it yourself. Ask her first. See Looking after a piece.

How it is collected, and how you answer

Any Jelly credit you hold goes against it first, then your saved card, which is what you agreed to at checkout. If it cannot be taken in one go it becomes a balance you can pay on Jelly, and while it stands you cannot book, make an offer, list a piece or have an extension accepted. You can always sign in, message, return what you are holding, and pay. See Payments, cards and charges.

You can respond. A claim on your rental comes to you with what was reported, and your side of it goes on the record before anything is decided.