Most dress rental disputes are not about the dress; they are about what the customer thought would happen to their money. A deposit policy that is written down, shown at checkout and applied the same way every time removes the argument before it starts.
Deposit or hold?
There are two ways to protect a garment:
- A refundable deposit is charged at checkout and refunded after a clean return. The customer sees money leave their account; the refund takes a few days to land.
- A pre-authorization hold reserves the amount on the card without charging it. If the return is clean the hold is released and nothing ever posts; if there is damage you capture part or all of it.
Holds are kinder to the customer and simpler to reconcile, which is why most boutiques now use them. Card networks release an uncaptured hold after about a week, so for long bookings the system should re-hold near the return date. Share Marketplace supports both models on Stripe and Square, including the capture-or-release decision from the booking screen.
How much
Enough to cover a realistic repair or a cleaning beyond the normal, not the retail price. Twenty to thirty percent of retail is common; a flat $50 to $150 by price band is easier to explain. Put the amount on the listing and at checkout.
The damage policy, in plain words
Write four cases and what each costs:
- Normal wear — nothing. Cleaning is included.
- Stains beyond normal cleaning — the cleaner's actual charge, from the deposit.
- Repairable damage (broken zip, loose beading, small tear) — the repair cost, from the deposit.
- Unrepairable or lost — the replacement value stated on the listing.
Put this in the rental agreement the customer signs online, and reference it in the confirmation email. When you charge against the deposit, send the customer the reason and the amount in writing.
Late returns
A late return is a lost booking. The late fee should be automatic, roughly the daily rate, and visible at checkout. In practice it is rarely charged; its job is to make the return date real. Pair it with a reminder the day before and a clear return window.
Inspection on return
Inspect while the customer is present when you can. Scan the piece in, note the condition and take a photo if anything is off. A guided return flow can prompt for a cleaning fee at that moment so it is not forgotten. Release the hold or refund the deposit the same day for clean returns; customers remember fast refunds.
Repeat customers
Loyal customers can be trusted with a lower deposit or a card on file instead of a hold. Flag them in the customer record, and keep the policy the same for everyone else.
Checklist
- Choose hold or deposit, and the amount by price band
- Write the four damage cases and the replacement value per listing
- Automatic late fee equal to the daily rate, shown at checkout
- Scan in, inspect, photograph; release the same day when clean
- Charge against the deposit only with a written reason
The pricing guide covers how the deposit relates to the rental rate, and the dress and wardrobe rental software page shows holds and late fees in Share.