Last updated: 2026-08-01
Cancellation, refund and claim policy
This voluntary policy applies to tool rentals at launch: no cancellation or claim-processing fee. Statutory rights, particularly against a trader owner, remain unaffected.
Free cancellation before pickup
Renter and owner can cancel a requested, accepted or confirmed tool rental through Tiggy without charge until confirmed pickup. If payment was collected, the rental price and platform fee are refunded in full to the original payment method. The bank controls when the credit becomes visible.
After pickup
After confirmed pickup, voluntary ordinary cancellation is unavailable. The parties use return, condition reports and, where necessary, the claim process. An agreed early return can be documented; a pro-rata refund applies only if the contracting parties agree or the law requires it. Statutory rights concerning defects, impossibility or withdrawal are not excluded.
Cancellation by the owner
If the owner cannot provide the tool as agreed, they must cancel promptly through Tiggy. Any collected rental payment and platform fee are refunded in full. Further mandatory claims of the renter against the owner remain unaffected. Repeated or abusive owner cancellations may lead to account restrictions; Tiggy does not charge a fixed contractual penalty at launch.
Deposit
The deposit is not charged at booking. A payment method is saved and an amount up to the displayed deposit may be authorised before pickup. The authorisation is released if no timely claim is opened.
24-hour claim-opening window
The owner must open a claim within 24 hours after the return confirmed in Tiggy and document the alleged loss with description, timing, cause, amount and evidence. This platform deadline governs deposit processing; mandatory statutory claims and limitation rules are not shortened. The deposit authorisation is released where no claim is open.
48-hour renter response
The renter has 48 hours to accept, contest or counterpropose. Silence does not automatically result in a charge; the case is reviewed.
No processing fee
At MVP launch, Tiggy charges neither a cancellation fee nor a claim-processing fee. Only proven actual loss caused by the rental use up to the approved amount may be charged against the deposit. Ordinary wear, pre-existing damage, improvements and appropriate depreciation are considered; renter silence is not consent.
Withdrawal rights
A consumer withdrawal right generally does not apply where the owner acts privately. Statutory withdrawal rights may apply where the owner is a trader. Tiggy’s voluntary cancellation does not reduce them. More information: /en/withdrawal.
Help
For a missing or incorrect refund, send the booking ID and payment date to support@tiggy.eu. Do not send full card details.