The shared rules that govern every rental on Solist.
Community sharing only works when people feel safe and respected. That's why every rental on Solist follows the same standard — clear expectations, honest documentation, and fair resolution.
How we handle issues
When something goes wrong, we don't guess. We look at the evidence, determine what happened, and resolve it fairly.
Evidence-Based
Photos, messages, receipts
Fast Review
3 business days
Fair Determination
Based on facts, not assumptions
Accountability
Trust scores reflect behavior
The three layers
How protection works on Solist
Security Deposits
Owners set a security deposit for each item. It's held (not charged) during the rental and released when the item is returned in good condition. If there's an issue, the deposit is the first line of protection.
Renter Protection
(Optional)Renters can add optional protection when booking. This helps cover accidents and reduces friction for owners — meaning fewer deposit claims and faster resolutions. Think of it as a way renters contribute to keeping the community running smoothly.
Community Pool
(Rare cases)In rare cases where damage exceeds both the deposit and renter protection — and neither party should carry the full burden alone — Solist may use a shared community reserve to help. This isn't insurance. It's not guaranteed. It's a safety net for edge cases, funded by the platform to keep the community healthy.
What we expect
From Owners
- Document item condition before each rental (photos required)
- Set fair, accurate item values
- Communicate through Solist
- Report issues promptly with evidence
From Renters
- Return items in the condition received
- Document condition at pickup and return
- Communicate through Solist
- Report issues honestly and promptly
Evidence & documentation
All claims require documentation
- Pre-rental photos (taken by owner)
- Post-rental photos (taken by owner or renter)
- In-app messages
- Receipts for repairs or replacement
Without documentation, we can't fairly determine what happened.
Trust scores & accountability
How it works
- Completed rentals build your reputation
- Issues and disputes affect your trust score
- Repeated problems lead to restrictions
This isn't punitive — it's how we keep the community healthy.
Verification levels
Basic
Email & phone verified
Verified
Government ID verified
SolistPro
Professional credentials
Meeting safely
When exchanging items in person
Before you meet
- Check reviews and verification status
- Keep communication in the app
- Never share payment info outside Solist
During pickup/return
- Meet in public, well-lit locations
- Document item condition with photos
- Bring someone for high-value items
Trust your instincts
If something feels off, cancel the rental and contact support. Your safety matters more than any transaction.
When issues happen
- 1
Report the issue within 7 days of return
- 2
Provide documentation (photos, messages, receipts)
- 3
We review and determine fault within 3 business days
- 4
Resolution: deposit adjustment, renter protection claim, or Community Pool (rare)
Need to report something?
Damage, safety concerns, fraud, or policy violations — we review all reports within 24 hours.
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