Late returns

Where the lender has late fees switched on, the daily fee is that piece's own price divided by seven, or divided by the rental period when that is longer. A $280 piece priced for seven days accrues $40 a day. Late fees are a per-listing switch, so some pieces carry none.

How the clock runs

• They start the day after the end date (on a shipped return, the day after your drop-off date), not from the day the piece shipped. Booking the return on or before the end date is what keeps them off. On a shipped rental, that is getting the return label, and the parcel then goes to the carrier by the next business day.
• They stop the moment the piece is marked returned.
• They cap at seven days of accrual.
• They cannot be applied backwards once a return has been recorded.
• They do not apply at all if the delay is the courier's or the carrier's after you handed the piece over. Once a courier you booked has collected the piece, no day from the booking on counts, however long the courier takes, unless the courier brings it back to your door, when the days count again from then and the return is yours to book again.
• On a handoff, say when you handed it over. Tap I handed it over on the order when the lender has it: at the time, or within two hours. The lender confirms it when she marks the piece returned and says when she got it. Until she does, or a person from Jelly decides, your late days from that time aren't charged, and if she doesn't answer, or says a different time, a person from Jelly looks at what you both said. A return video shows the piece was with you at that time; it doesn't show the handover, so tap the button too.
• A booking the courier never collects on doesn't stop them. If you weren't there, or the booking was cancelled before the pickup, the return isn't booked any more: book it again from the order. Those days count as usual: only the return that happened stops the clock.
• Days Jelly spends checking your return label don't count. If we can't tell whether your return label went through, we check before you make another, and any day that takes, on or after your drop-off date, is added to that date, for late fees and for the seven days below alike.
• If you book a courier for the return and we can't get one, those days don't count either. When no courier will take the job for a reason on our side (none will quote, they are down, or none is free), your late days stop from the moment you tried (from the courier time you and the closet agreed, when the return was booked for one). We keep asking the couriers and tell you as soon as one can come; where the piece can be handed back in person, you can switch the return to a handoff from the order, and the courier fee you paid for the return comes back to you, the way you paid it. If a courier had already been booked for it, Jelly looks at that fee with you. Once we tell you there is a way, you have until the end of the next day to book it, and once you have done your part (proposed a courier time, or pressed Hand it back), the days you wait on the lender to accept the time or meet you don't count either. If the lender doesn't answer by the end of the next day, or turns down two of your times, a person from Jelly steps in, and never more than three days in all before they do. If you press Hand it back and don't come, the lender can say so, and your late days count from then. If you did hand it over, say so on the order (I did hand it over). A person from Jelly looks at what you both said, and until they decide, none of those days count. If a courier can come again for a time you two already agreed, we book it for you. If it runs past three days, a person from Jelly arranges the return with you, and nothing counts against you until they have. A problem with the lender's address is ours, not yours; a problem with your own address isn't covered by this: the courier needs a door it can reach.

Any Jelly credit you hold goes against them first, then the card on file. The same for a replacement value. Agreeing to that is part of checking out. See Paying for a rental.

Extending is better than being late

Ask for the extra days from the order. The lender approves or declines (the piece may be promised to someone on Saturday), and an approved extension is prorated at the listing's own rate and suspends late fees for the days it covers. See Extending a rental.

After seven days late

The rental is treated as stolen, automatically.

• A claim opens at the piece's replacement value, the figure on the listing.
• The replacement value is held on the card. A hold is not a charge: it is captured when Jelly confirms the loss, and released if the piece turns up.
• The account is frozen for anything new: no booking, no offers, no listing. It can still sign in, message, return the piece it is holding, and pay. That is the point of it.
• The lender is paid.
• Still have it? Message Jelly Support from the order to arrange the return. There is no return to book on a rental marked stolen, so a person sets it up with you.
• If it comes home to the lender, nothing is owed for it, even after it was charged. The hold comes off the card, and what was paid for the piece goes back the way it was paid: to the card, or to Jelly credits. Late fees, and anything for damage, still stand.

Nothing here is a penalty. There is no fee for being late beyond the daily fee above, and no charge for being frozen.

A piece already handed to a courier or scanned by a carrier is not a theft. A return stuck in transit is a logistics problem for a person to work, however late it looks. Raise it on the order. The lender's side of all this is If your piece comes back late, or not at all.