Refund, Cancellation & Dispute Policy

You can cancel a booking for free any time up until 24 hours before pickup. Since we don't charge your card until the rental is confirmed returned, cancelling before then means nothing was ever charged — there's nothing to refund because nothing was collected.

Once you're inside 24 hours of pickup, the app won't let a cancellation go through. If something's genuinely come up, message the owner directly — they may be able to work something out with you, but we can't force a cancellation that close to pickup.

Take a look at the item when you pick it up. If something's actually wrong — it's not what was listed, the size is off from what was described, it's damaged, or it seems unsafe — message the owner and flag it to us through the app as soon as you can. The sooner you tell us, the easier it is for us to sort out.

We don't guarantee fit or that you'll love an item — always double-check the size and description before booking. If the listing was accurate and it just didn't work out for you, that's not something we can refund. If the listing was actually wrong, tell us and we'll take a look.

Normal wear from a night out isn't damage — that's just part of renting clothes, and owners are expected to handle routine cleaning between rentals.

If an item comes back damaged, needs real cleaning beyond that, or doesn't come back at all, the owner can report it in the app with photos — this has to happen before the rental gets marked as returned; once it's confirmed back with no issues, that closes it out. We review every report by hand. Nothing is ever charged automatically.

If we do approve a charge, it's capped at the rental price the item was listed for, and it only ever happens after we've looked at the evidence and signed off. You won't be surprised by an automatic damage charge.

We look at photos, messages, and whatever else is available, and make the fairest call we can. Think of us as a neutral referee, not a court or an insurance company — we're trying to get everyone to a reasonable outcome, not to catch anyone out. Our call on a specific report is final for how we handle it on the platform, but it doesn't take away any rights you'd otherwise have.

Approved refunds go back to your original payment method. How fast it actually shows up depends on your bank, not us — we don't have control over that part.

If a charge looks wrong, message us first — we can usually sort it out faster than a bank dispute can, and it keeps things fair for everyone else using the platform too.

We don't tolerate fraud, fake listings, or people gaming the platform. Accounts involved in that kind of thing can be suspended or removed, and if it's serious, we'll cooperate with law enforcement.

SwampSwap connects renters and owners — we're not a party to the rental itself, and we can't guarantee item condition or that everyone will do the right thing every time. We built this policy to be fair and to keep people accountable, but our responsibility is limited to the fees we actually collect on a given rental.

Message the other person through the app, or use the report button on a booking, and we'll take it from there.