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User Code of Conduct

You understand and agree that you are solely responsible for compliance with any and all laws, rules, regulations, and Tax obligations that may apply to your use of the Services and Content. In connection with your use of our Services, you may not and you agree that you will not:

• Obey The Law
• Use the Services only as expressed by the Terms and Conditions.
• Be welcoming and open-minded
• Respect each other
• Communicate with Empathy
• Communicate on Topic
• Be Truthful and Honest

FREQUENTLY ASKED QUESTIONS

What are some things I should not do with the rented stuff?

The renter may allow parties who are knowledgeable and experienced with the safe operation and use of the equipment to use the equipment. Prohibited uses and activities include:

• Permitting someone who is not of reasonable age to use the equipment.
• Using equipment with the intention to cause damage, or with wanton, willful, or reckless disregard for safety.
• Using equipment outside your reservation time constitutes unauthorized use. 
• Using equipment in the commission of a crime or any other illegal activity or purpose.
• Using equipment while the operator is under the influence of alcohol or any drug or medication under the effects of which the operation of the equipment is prohibited or not recommended. 
• Using equipment outside the United States. 
• Making any alterations, additions, or improvements to any equipment.
  

Can I as an owner cancel a reservation early?

It is not in the owner’s best interest to cancel a rental reservation. However, if this situation arises, Rannsak encourages both parties to amicably resolve it.

What is Rannsak’s refund policy?

If you cancel more than 3 days before your reservation begins, you will receive a full refund. All renters who cancel within 3 days of reservation start will be returned 80% of the listing cost (not including Rannsak’s Service Fee). Renters that cancel a reservation the day of or after a rental period starts will receive no refund.

How are payments handled?

Rannsak makes payments easy and automatic! Before placing a rental request, you’ll input your payment information on our secure website. After an owner has approved your rental request, your credit card will be charged automatically for the rental amount but will not be deposited with the owner until the rental period has ended.

How much does renting cost?

Renting through Rannsak is, on average, 50% the price of traditional rental methods.

Rannsak allows owners to set their own prices for listings and encourages owners to offer competitively low prices compared to traditional rental methods. In addition to the equipment owners service fee of 10%, a service fee of 10% is added to the renters transaction which helps provide a secure platform, customer care, and other services.

Why should I always communicate and pay directly through Rannsak?

When you pay and communicate through Rannsak’s website or mobile apps, it helps ensure that you’re protected by our Terms of Service, Privacy Policy, Rental Policies, Rannsak Reimbursement Program, and other safety measures.

We can’t provide these benefits if your equipment rental isn’t reserved and paid for directly through Rannsak’s platform. In addition, exchanging payment or messaging outside Rannsak creates an additional risk of fraud or harassment.

If someone asks to pay outside Rannsak or to report other suspicious behavior, contact Rannsak immediately at info@rannsak.com.

How can I view and respond to a message in Rannsak?

You received a notification that you have a new message from a Rannsak user, now what do you do?

  Do the following to read the message:

• Go to your inbox: Place the cursor over your user icon in the upper right corner to cause a drop-down menu to appear.  Click the inbox.

• Click on the conversation and read it!

  Now it’s time to respond to the message: 

• After reading the message, type out a response in the box below and click the Send Reply button.
• Wait for a response!

Pro Tip: Promptly responding to a fellow Rannsak user builds your credibility! On average, Rannsak users who respond to their messages within one to two hours have a higher success rate.

How do I contact Rannsak?

Have questions about how to use Rannsak? Contact is by sending us an email at info@rannsak.com.

Rannsak’s regular business hours are Monday – Friday, 8:00 am to 5:00 pm EST. Emails are monitored outside of regular support hours for time-sensitive issues.

Can I message the owner before renting the equipment?

Yes, definitely! We recommend renting the equipment first, in order to ensure you get the equipment you want within the time frame you want, but we understand that sometimes you need a few more details before you are ready to place a reservation with the owner. That’s one reason why we have Rannsak communication capabilities. It is a safe, secure platform to facilitate communication between owners and renters.

Note: To protect all users, we encourage users to only communicate through the Rannsak platform. Exchanging money outside the Rannsak platform will also remove your protections under the Terms of Service and Equipment Rental Agreement and all other Rannsak protections.  

How do I know if a listing is available?

Time restrictions on equipment rentals are viewable in the equipment description calendaring tool.

Potential renters can also message the owner before making a reservation to ensure the listing details have not changed and to make sure it is a good fit for both parties. Specific questions about the equipment can be addressed through Inbox messages.

What if I don’t hear back from the owner I messaged?

If you are struggling to get in touch with an owner, here are a few suggestions:

• Reserve the listing. If you sent a message before placing a reservation, try reserving the owner’s listing. Sometimes owners get many messages and prioritize serious reservation requests. You can cancel anytime before the reservation is approved or 3-days before the rental period starts to receive a full refund.

• Message other owners. We have many great listings with responsive owners. Try messaging or reserving other listings nearby.

• Be patient. Some owners work during the day, so they might not be available until after business hours or the next day.

We know it’s discouraging when users don’t respond or reservations don’t work out, but don’t give up!

If you are still struggling to get in contact with your owner, feel free to reach out to info@rannsak.com for additional help.

What if the owner declines my rental request?

Although it is uncommon, sometimes an owner might need to decline your rental request. You will not be charged for any rental that was not approved by the owner.

All you have to do is place another rental request. If you would like help finding equipment, feel free to reach out to the Rannsak team!

To ensure an owner will approve a rental request, you can message them before you make a request.

Our team would love to help you find another piece of equipment ASAP!  Tell us what you are looking for and we will send some options your way.

How do I rent equipment?

Once you’ve found the equipment listing you want, reserving it is easy!

• Go to the listing you’d like to reserve.
• Select your requested start and end date and click the “Rent” button.
• Input your credit card information (don’t worry, we won’t process the payment until the owner has approved your reservation).
• Wait for the owner to approve your reservation! Owners have 72 hours to approve or decline until the reservation is automatically declined.

Note: To protect owners and renters, we encourage users to only communicate through the Rannsak platform. Exchanging money outside the Rannsak platform will remove your protections in the Terms of Service, Equipment Rental Agreement, and all other Burly protections. 

How do payments work for a renter?

You’ll need to enter your credit card information when placing your rental request.  However, your card will not be charged until the owner approves your request.

Is my credit card information safe?

Rannsak does not store your payment information. Instead, it is stored off-site by Stripe, our payment gateway, on their encrypted and PCI-compliant servers. Stripe is a secure, online platform used by hundreds of thousands of vendors word-wide including Amazon and Facebook. In addition, the lock symbol and https:// in the URL bar of your browser shows that Rannsak’s website is secure and encrypted.

Am I charged if my reservation request is denied?

Nope! If an owner denies your rental request or if the request expires, you will not be charged. When you place a rental request, Rannsak places a pending charge on your credit card but doesn’t withdraw any funds until the request is approved. The pending charge will be lifted if the rental request is denied.

What if someone damages my equipment?

This is of course a big concern. We highly encourage you to work it out with the renter who used the equipment. If it cannot be resolved there are two things you should do immediately. First go to the rental transaction on our website and push the dispute button. This will notify us directly but we also want you to send us an email to reimbursement@rannsak.com. We will do our best to respond quickly.

When we do respond we will ask for some information and pictures. Rannsak will then reach out to the renter and gather more information. An internal investigation will be opened and we will make a determination based on the evidence. 

What if I rent something and it breaks? 

The first thing you should do is notify Rannsak at reimbursement@rannsak.com and the equipment owner. Do NOT continue to use the equipment and return it immediately. Continued use of the equipment may result in injury or worse, death. 

Go into your Rannsak profile and choose Dispute transaction. It would be beneficial to take pictures of the equipment and send them to Rannsak. 

You might have to reimburse the equipment owner for the value of the item.

What if I go to pick up the item and it is already damaged?