Dispute Resolution
Last updated: June 29, 2026 Est. Read Time 1 minutes.
Dispute Resolution
Any behavior that is not aligned with Next-Door Rental Community Guidelines is unacceptable. Users are encouraged to report bad behavior to help keep our community safe.
The NDR platform has built-in reporting functions for all incidents, including: inappropriate behavior, in-person offenses, harassment, misconduct, property damage, or late products, all conveniently accessible via the Incident Report system.
To Minimize Conflicts
- Carefully review the product and person prior to conducting business.
- Users can leave an honest and respectful review after the transaction is complete.
- Photos submitted and messages can be used as evidence in dispute resolutions.
Report an Incident and Resolution Process
For Lenders to claim the security deposit or seek compensation, the Lender must “Report an Incident” to NDR. All incident reports initiate the formal Protection Claim Resolution Process.
NDR takes incidents very seriously and will examine all correspondence, pictures, and data associated with the transaction, and may contact the Lender or Renter for more information.
The final decision is made by a Next-Door Rental Resolution Specialist who will apply the objective standards outlined in the NDR Incident Resolution Policy and the Standardized Damage Assessment Policy (as detailed in the Terms of Service).
At the discretion of NDR, and based on the findings of the incident review, NDR may take actions including:
- Approving payment to the Lender from the security deposit based on confirmed Product Damage or Late Fees.
- Initiating a claim payout under the NDR Contractual Protection Plan (Schedule A) for major damage or loss.
- Banning the Lender, Renter, or Item from the NDR site.
- Any other actions that NDR deems reasonable.
Compensation for Damage or Loss
If there is confirmed product damage, theft, or non-return, the Lender should fill out an Incident Report. NDR will assess the claim based on the required procedural policies.
Compensation, up to the maximum limit of $10,000 CAD, may be provided under the terms of the NDR Contractual Protection Plan (Schedule A) if the claim is approved.
For complete details on coverage scope, financial limits, evidence requirements, and exclusions, please refer to Schedule A: Terms and Conditions for the NDR Contractual Protection Plan in the Next-Door Rental Terms of Service.