Guarantee and Coverage Details

Last updated: October 2025

At Tokiloo, we want both Owners and Renters to feel confident using our platform. That’s why we provide a rental guarantee to protect items against accidental damage or theft during the rental period. This policy explains what is covered, how claims work, and the responsibilities of everyone involved.

1. What Is Covered

The Tokiloo Guarantee applies to all items listed and booked through the Platform, protecting against accidental damage and theft while the item is in the Renter’s care. Accidental damage includes physical harm to the item that occurs during normal use, handling, or transportation. Theft coverage applies if the item is lost due to theft during the agreed rental period. Coverage also extends to repairable damage, where the cost to fix or replace a component is reimbursed.

It’s important to note that intentional damage, misuse, or personal injury are not covered by this guarantee. See the Exclusions and Limitations section for additional details.

2. Coverage Limits

Each item is protected up to a maximum value of $200 CAD per rental. Coverage begins when the Renter picks up the item and ends when it is returned and inspected. Owners may be asked to provide proof of purchase or an item valuation. Additionally, Tokiloo may adjust coverage limits, require deposits, or implement additional safeguards for items deemed high risk to ensure both parties are protected.

3. Making a Claim

If an item is damaged or stolen, both the Owner and Renter should notify Tokiloo immediately by contacting support@tokiloo.com. To process the claim, Tokiloo may request supporting documentation such as photos or videos showing the damage, receipts or proof of value, and a description of how the damage or loss occurred.

Claims are reviewed fairly and promptly, with the goal of facilitating repair, replacement, or reimbursement where eligible. Tokiloo reserves the right to deny claims that fall outside the coverage outlined in this policy.

4. Owner Responsibilities

Owners are responsible for ensuring that their items are safe, functional, and accurately described. This includes providing clear instructions for use, highlighting any potential risks, and ensuring that the item is in good working condition at the start of the rental. Items listed inaccurately or in poor condition may reduce eligibility for the guarantee. Owners are also expected to respond promptly to Renter questions or concerns during the rental period.

5. Renter Responsibilities

Renters are expected to use items responsibly, follow any provided instructions, and return the item in the same condition in which it was received. Any damage or theft must be reported to Tokiloo immediately. Renters are also responsible for covering costs associated with damage caused by negligence or misuse. Failure to meet these responsibilities may result in denied claims and potential account suspension or bans.

6. Exclusions and Limitations

The Tokiloo Guarantee does not cover normal wear and tear, intentional damage, or misuse. It also does not apply to items rented outside the Tokiloo platform, items that are illegal or unsafe, or damage resulting from natural disasters. Coverage limits, terms, and conditions may be updated at Tokiloo’s discretion. We encourage our users to often visit this page to inform themselves on recent updates.

While the guarantee provides protection, both Owners and Renters are encouraged to verify their own insurance coverage for high-value or specialized items. Tokiloo acts as a facilitator and does not assume liability for personal injury, property damage, or financial loss resulting from the use of rented items.

7. How This Works for Peace of Mind

The Tokiloo Guarantee ensures that Owners can list their items with confidence and that Renters can enjoy their rentals without excessive risk. For high-value items, Tokiloo may request a refundable deposit, and we recommend photo or video inspections at pickup and return to maintain transparency.

Our goal is to make the rental experience safe, trustworthy, and enjoyable for everyone in the community.

8. Contact Us

If you have any questions, concerns, or need to file a claim, please reach out to Tokiloo at support@tokiloo.com. Our team is committed to helping both Owners and Renters navigate the rental process smoothly and ensuring a safe and reliable platform for all.