Listing with GoGet Deciding to list

Listing with GoGet Your listings

Listing with GoGet Your bookings

Q
How do I view and send messages?
The renter will always have the option to message an owner, prior to sending a booking request. To message an owner prior to sending a booking request:
  • Go to your preferred listing
  • Click Contact Owner
  • Type up your message
  • Click Send Message
Owners and Renters are able to communicate with each other via GoGet's secure messaging system before, during, and after a rental.
All messages will appear in your My Messages.
Was this helpful?
 Yes  No

Q
Can I decline booking requests?
You can decline any booking requests that you can't or don't want to accommodate, but you should do so within 24 hours. Whether you accept or decline, the amount of time it takes you to respond to requests is factored into your response time.
When you decline a booking request, the calendar dates will automatically change from blocked to available again and be open for someone else to book. Update your calendar regularly so you only receive booking requests for when you're able to rent out your gear.
If you change your mind and would like to accommodate a booking you declined, ask the renter to send a new request.
Was this helpful?
 Yes  No

Q
What should I do if I'm uncomfortable renting to someone?
Your safety is our priority. If you find that a renter is neglecting your gear or has made you feel unsafe through their actions, you can decline their booking request or cancel the booking.
Before you've accepted a booking
We encourage you to take advantage of the safety features we've built to help give you peace of mind and help you get to know potential renters.
After you've accepted a booking
If you've already accepted the booking but your renter is yet to make payment, you can cancel it. If you have accepted a booking request and your renter has committed by paying, you will be subject to certain cancellation penalties.
Was this helpful?
 Yes  No

Q
What should I do if a renter wants to see my gear before booking it?
GoGet only releases contact information for owners and renters after a booking is confirmed.
If a renter requests a viewing of your gear before they book, encourage them to review your listing description and photos, and be available to answer any additional questions they have about your gear.
Booking and payment also needs to be made directly through the GoGet platform. This helps ensure that you're protected under our Terms of Service, cancellation and refund policies, Gear Cover Guarantee, and other safeguards.
Was this helpful?
 Yes  No

Q
What happens if my renter doesn't show up to collect their gear?
If you're having trouble getting in touch with your renter before their arrival you may want to try contacting them using a different form of communication. We list the available contact info for your renter under Confirmed Bookings/Active Bookings and your Booking Itinerary.
To check the booking overview:
Keep in mind that many renters don't have access to a phone while traveling, or they may also be in-transit or encountering travel delays that will affect their arrival time.
If your renter decides to cancel or not show up for an Active Booking, we'll uphold our cancellation policy, and your payout will be released 48 hours after the scheduled return date. A booking is active if it appears under your Active Bookings.
Was this helpful?
 Yes  No

Q
What is response time and how is it calculated?
Your response time measures how quickly you respond to inquiries and requests. You can view your response time on your profile.
Calculating response time:
Your response time is the average amount of time it took you to respond to all messages received.
Improving response time:
To improve response time, do the following within 24 hours:
  • Accept or decline booking requests
  • Reply to new messages from renters
You are not able to respond after 24 hours and once the timeframe has lapsed, the booking request will expire and your listing will become available again for someone else to book. Not responding within 24 hours will decrease your response time.
Your response time will influence your credibility as an owner and determine how frequently renters send you booking requests.
Was this helpful?
 Yes  No

Q
What does each booking status mean?
If you want to see the status of your booking, you can find your status in View gear where I am the OWNER under My Stuff.
Once you've found your status, you can see the details of the status below.
Booking statuses:
  • Inquiry: A renter sent a message to an owner, but hasn't submitted a booking request. In response, the owner can send a message.
  • Booking Request: A renter sent a message to an owner by submitting a booking request for specific dates. The owner will need to either accept or decline the request within 24 hours before it expires.
  • Pending: The owner has 24 hours to respond and the renter has 24 hours to make payment, before the request expires.
  • Confirmed: An owner accepted a renter's booking request and a renter has committed by making payment.
  • Active: The rental period is active. The rental period starts on the collection date and ends on the return date.
  • Declined: An owner declined a renter's booking request. No charge is made to the renter.
  • Expired: An owner took more than 24 hours to respond to a pending booking request or a renter took more than 24 hours to make payment. If the owner wants to accommodate the expired request, the renter will need to send another booking request.
  • Cancelled: An owner or renter cancelled a pending booking, confirmed booking or an active booking.
  • Awaiting Payment: An owner chose to accept a renter's booking request and the renter has 24 hours to successfully make payment. Otherwise, the booking request will expire without penalty.
  • Completed: A booking has been successfully completed.
Was this helpful?
 Yes  No

Q
How do I make my listing more competitive?
Renters want high-quality, accurate listings with owners that offer great adventure experiences. Here are a few things you can do to make your listing stand out.
Complete each section of your listing
A complete listing helps renters know what to expect from your gear. Make sure you:
  • Describe your gear: Make your title and description attractive, detailed, and informative. Clearly explain what makes your gear unique.
  • Upload high-quality photos: Your photos are the renter's first impression of your gear on the search results page.
Use your reviews to improve
The quantity and quality of reviews from past renters can impact how frequent other renters send you booking requests. Use your reviews and ratings to learn how you can improve your renter's experience.
Make it easier for renters to book
Respond quickly to booking inquiries and booking requests to show renters that you'll be an attentive owner.
Was this helpful?
 Yes  No

Q
How do I coordinate collection with my owner?
Renters and owners work out details for collection, gear exchange, and return directly with each other. There is no online collection or return process.
Read below for some guidelines to help you have a smooth collection.
Communication is essential
Before the start of the booking, message your owner to figure out collection and return times, make plans for the gear exchange, and ask any other questions. Keeping communication in your message thread gives you and GoGet a clear reference if any issues come up.
Also, confirm your contact information and arrival details so you can reach each other in case plans change. Make sure to let each other know if you'll be without access to a phone or the Internet.
Know your booking details
After a booking is confirmed, refer to your Confirmed Bookings or Booking Itinerary for useful information about your booking, such as collection and return times, the listing's address, and your owner's contact information.
Stay tuned to flight information and weather forecasts
Look up travel advisories to make sure there is nothing impacting your booking. With road closures and flight delays, renters and owners might need a little extra time to safely meet up to exchange gear.
Gear exchange
Many owners greet renters in person to exchange gear. Others send special instructions through GoGet's messaging service, or have a family member or neighbour meet a renter.
Was this helpful?
 Yes  No

Q
What do I do after I receive a booking request?
You have 24 hours to accept or decline a booking request before it expires. While a request is pending, the dates are automatically blocked on your calendar, so other renters can't request them.
Accept or decline the booking
Accept or decline the booking on your desktop or from your mobile. You can also message the renter to review booking details before accepting or declining their request. A message doesn't count as a response to a request.
If you accept, we'll automatically update your calendar and schedule your payout for 48 hours after the scheduled return date. If you decline, we'll automatically unblock the dates and it will be available again for someone else to rent.
Expired booking requests
If you don't accept or decline a request within 24 hours it expires.
If you're still interested in renting to the renter, the renter will have to send you a new booking request.
Was this helpful?
 Yes  No

Q
How does GoGet handle security deposits?
GoGet requires renters to pay a damage co-payment in the form of a security deposit, per rental.
Damage co-payment amounts are determined as follows:
  • 10% of gear valued at less than R5000
  • 5% of gear valued at more than R5000
The damage co-payment will either:
  • be refunded to the renter upon successful return of the owner's gear
  • be used to pay partially-or in full for damage or loss incurred during the rental period whilst the gear was in possession of the renter
The damage co-payment can't be handled off-site in cash, as off-site payments are a violation of our Terms.
Was this helpful?
 Yes  No

Q
What is the GoGet Gear Cover Guarantee?
The GoGet Gear Cover Guarantee provides protection to an owner for damage to-or loss of gear in the event of renter damage or loss above the damage co-payment.
Learn more about the Gear Cover Guarantee.
Was this helpful?
 Yes  No

Q
How do I submit a Gear Cover Guarantee claim request?
Before submitting a Gear Cover Guarantee claim request, read through the terms and conditions of the Gear Cover Guarantee , then try to resolve the issue with your renter - often owners and renters are able to resolve issues on their own.
If you and your renter aren't able to come to an agreement, you may submit a claim request. Gather as much documentation as possible to submit to GoGet, including photos, invoices, a police report, and any other documentation that proves ownership, damage, or estimates the fair market value of gear damaged or lost.
In the very rare occasion of malicious damages or damages involving any kind of illegal activity, please also file a police report with your local authorities. We'll ask you to provide GoGet with an official copy of the report, so please be sure to ask for a paper copy for your records.
You have until 48 hours after the scheduled return date to submit the request. For claim requests submitted on time, we'll send a confirmation email and follow-up emails to discuss next steps.
Once we receive sufficient information from both the owner and renter, we'll review all documentation and evaluate the claim request. The length of the process will vary depending on the severity of the case, the quality of documentation, and the cooperation of the owner and renter.
Remember: In an emergency situation, or if your personal safety is threatened, contact local police or emergency services immediately.
Was this helpful?
 Yes  No

Q
Can a security deposit be collected outside of the GoGet website?
No. To make sure renters payments are protected and to ensure that owners are properly compensated for rental damages, we require that all security deposits be handled through the GoGet website. Payments outside of the GoGet website, including security deposits, are a violation of our Terms of Service.
Was this helpful?
 Yes  No

Q
Can I change the price of a pending or confirmed booking?
If you update your price settings, the changes will only apply to future booking requests.
Confirmed bookings
You can't change the price of a confirmed upcoming rental.
Pending requests
If you want to change the price of a pending booking request, you can send the renter a message to inform them of changes. If they still want to go ahead with the rental, they'll need to send you a new booking request.
Was this helpful?
 Yes  No

Q
What should I do if I'm uncomfortable renting to someone?
Your safety is our priority. If you find that a renter is neglecting your gear or has made you feel unsafe through their actions, you can decline their booking request or cancel the booking.
Before you've accepted a booking
We encourage you to take advantage of the safety features we've built to help give you peace of mind and help you get to know potential renters.
After you've accepted a booking
If you've already accepted the booking, you can cancel it. You will be subject to certain cancellation penalties.
Was this helpful?
 Yes  No

Q
What happens if my renter cancels?
If your renter cancels their booking, we'll notify you and automatically unblock the dates on your calendar so that you can rent to other renters. Any payout for a cancelled booking will be released 48 hours after the scheduled return date.
If the booking status hasn't changed to cancelled in your Confirmed Bookings/Active Bookings it's still considered active, and will appear on your calendar.
Renter refunds
Renters who cancel are automatically refunded according to our cancellation policy – Unless the cancellation qualifies as an extenuating circumstance or a renter refund policy case.
Cancellation after collection
If your renter cancels after they've already collected your gear:
  • They're required to return your gear as soon as they cancel
  • The terms of our cancellation policy will still apply
Was this helpful?
 Yes  No

Q
How do I cancel a booking as an owner?
To cancel a booking:
  • Go to your Confirmed Bookings/Active Bookings on goget.co.za
  • Find the booking you need to cancel
  • Select Cancel to start the cancellation process
Canceling a renter's booking can have serious implications on their adventure, so cancellation penalties will be applied unless there is an extenuating circumstance.
Was this helpful?
 Yes  No

Q
I'm an owner. How do I make a change to a confirmed booking?
Owners can't make changes to a confirmed booking. Owners can only cancel a confirmed booking.
Was this helpful?
 Yes  No

Q
I'm an owner. What penalties apply if I need to cancel a booking?
Because cancellations disrupt renters' plans and impact confidence in the GoGet community, the following penalties will be applied for owner cancellations.
Loss of star rating
Stars will be deducted from an owner's star rating and depends on when the owner cancelled.
  • Cancellation made up to 48 hours prior to collection date: loss of one star
  • Cancellation made within 48 hours prior to collection date: loss of two stars
Automated review
An automated review will be posted to your listing's profile indicating that you cancelled one of your bookings. These reviews can't be removed.
Account suspension
If you cancel 3 or more bookings within a year, we may deactivate your listing.
Was this helpful?
 Yes  No

Listing with GoGet Getting paid

Q
How do I view and send messages?
The renter will always have the option to message an owner, prior to sending a booking request. To message an owner prior to sending a booking request:
  • Go to your preferred listing
  • Click Contact Owner
  • Type up your message
  • Click Send Message
Owners and Renters are able to communicate with each other via GoGet's secure messaging system before, during, and after a rental.
All messages will appear in your My Messages.
Was this helpful?
 Yes  No

Q
Can I decline booking requests?
You can decline any booking requests that you can't or don't want to accommodate, but you should do so within 24 hours. Whether you accept or decline, the amount of time it takes you to respond to requests is factored into your response time.
When you decline a booking request, the calendar dates will automatically change from blocked to available again and be open for someone else to book. Update your calendar regularly so you only receive booking requests for when you're able to rent out your gear.
If you change your mind and would like to accommodate a booking you declined, ask the renter to send a new request.
Was this helpful?
 Yes  No

Q
What should I do if I'm uncomfortable renting to someone?
Your safety is our priority. If you find that a renter is neglecting your gear or has made you feel unsafe through their actions, you can decline their booking request or cancel the booking.
Before you've accepted a booking
We encourage you to take advantage of the safety features we've built to help give you peace of mind and help you get to know potential renters.
After you've accepted a booking
If you've already accepted the booking but your renter is yet to make payment, you can cancel it. If you have accepted a booking request and your renter has committed by paying, you will be subject to certain cancellation penalties.
Was this helpful?
 Yes  No

Q
What should I do if a renter wants to see my gear before booking it?
GoGet only releases contact information for owners and renters after a booking is confirmed.
If a renter requests a viewing of your gear before they book, encourage them to review your listing description and photos, and be available to answer any additional questions they have about your gear.
Booking and payment also needs to be made directly through the GoGet platform. This helps ensure that you're protected under our Terms of Service, cancellation and refund policies, Gear Cover Guarantee, and other safeguards.
Was this helpful?
 Yes  No

Q
What happens if my renter doesn't show up to collect their gear?
If you're having trouble getting in touch with your renter before their arrival you may want to try contacting them using a different form of communication. We list the available contact info for your renter under Confirmed Bookings/Active Bookings and your Booking Itinerary.
To check the booking overview:
Keep in mind that many renters don't have access to a phone while traveling, or they may also be in-transit or encountering travel delays that will affect their arrival time.
If your renter decides to cancel or not show up for an Active Booking, we'll uphold our cancellation policy, and your payout will be released 48 hours after the scheduled return date. A booking is active if it appears under your Active Bookings.
Was this helpful?
 Yes  No

Q
What is response time and how is it calculated?
Your response time measures how quickly you respond to inquiries and requests. You can view your response time on your profile.
Calculating response time:
Your response time is the average amount of time it took you to respond to all messages received.
Improving response time:
To improve response time, do the following within 24 hours:
  • Accept or decline booking requests
  • Reply to new messages from renters
You are not able to respond after 24 hours and once the timeframe has lapsed, the booking request will expire and your listing will become available again for someone else to book. Not responding within 24 hours will decrease your response time.
Your response time will influence your credibility as an owner and determine how frequently renters send you booking requests.
Was this helpful?
 Yes  No

Q
What does each booking status mean?
If you want to see the status of your booking, you can find your status in View gear where I am the OWNER under My Stuff.
Once you've found your status, you can see the details of the status below.
Booking statuses:
  • Inquiry: A renter sent a message to an owner, but hasn't submitted a booking request. In response, the owner can send a message.
  • Booking Request: A renter sent a message to an owner by submitting a booking request for specific dates. The owner will need to either accept or decline the request within 24 hours before it expires.
  • Pending: The owner has 24 hours to respond and the renter has 24 hours to make payment, before the request expires.
  • Confirmed: An owner accepted a renter's booking request and a renter has committed by making payment.
  • Active: The rental period is active. The rental period starts on the collection date and ends on the return date.
  • Declined: An owner declined a renter's booking request. No charge is made to the renter.
  • Expired: An owner took more than 24 hours to respond to a pending booking request or a renter took more than 24 hours to make payment. If the owner wants to accommodate the expired request, the renter will need to send another booking request.
  • Cancelled: An owner or renter cancelled a pending booking, confirmed booking or an active booking.
  • Awaiting Payment: An owner chose to accept a renter's booking request and the renter has 24 hours to successfully make payment. Otherwise, the booking request will expire without penalty.
  • Completed: A booking has been successfully completed.
Was this helpful?
 Yes  No

Q
How do I make my listing more competitive?
Renters want high-quality, accurate listings with owners that offer great adventure experiences. Here are a few things you can do to make your listing stand out.
Complete each section of your listing
A complete listing helps renters know what to expect from your gear. Make sure you:
  • Describe your gear: Make your title and description attractive, detailed, and informative. Clearly explain what makes your gear unique.
  • Upload high-quality photos: Your photos are the renter's first impression of your gear on the search results page.
Use your reviews to improve
The quantity and quality of reviews from past renters can impact how frequent other renters send you booking requests. Use your reviews and ratings to learn how you can improve your renter's experience.
Make it easier for renters to book
Respond quickly to booking inquiries and booking requests to show renters that you'll be an attentive owner.
Was this helpful?
 Yes  No

Q
How do I coordinate collection with my owner?
Renters and owners work out details for collection, gear exchange, and return directly with each other. There is no online collection or return process.
Read below for some guidelines to help you have a smooth collection.
Communication is essential
Before the start of the booking, message your owner to figure out collection and return times, make plans for the gear exchange, and ask any other questions. Keeping communication in your message thread gives you and GoGet a clear reference if any issues come up.
Also, confirm your contact information and arrival details so you can reach each other in case plans change. Make sure to let each other know if you'll be without access to a phone or the Internet.
Know your booking details
After a booking is confirmed, refer to your Confirmed Bookings or Booking Itinerary for useful information about your booking, such as collection and return times, the listing's address, and your owner's contact information.
Stay tuned to flight information and weather forecasts
Look up travel advisories to make sure there is nothing impacting your booking. With road closures and flight delays, renters and owners might need a little extra time to safely meet up to exchange gear.
Gear exchange
Many owners greet renters in person to exchange gear. Others send special instructions through GoGet's messaging service, or have a family member or neighbour meet a renter.
Was this helpful?
 Yes  No

Q
What do I do after I receive a booking request?
You have 24 hours to accept or decline a booking request before it expires. While a request is pending, the dates are automatically blocked on your calendar, so other renters can't request them.
Accept or decline the booking
Accept or decline the booking on your desktop or from your mobile. You can also message the renter to review booking details before accepting or declining their request. A message doesn't count as a response to a request.
If you accept, we'll automatically update your calendar and schedule your payout for 48 hours after the scheduled return date. If you decline, we'll automatically unblock the dates and it will be available again for someone else to rent.
Expired booking requests
If you don't accept or decline a request within 24 hours it expires.
If you're still interested in renting to the renter, the renter will have to send you a new booking request.
Was this helpful?
 Yes  No

Q
How does GoGet handle security deposits?
GoGet requires renters to pay a damage co-payment in the form of a security deposit, per rental.
Damage co-payment amounts are determined as follows:
  • 10% of gear valued at less than R5000
  • 5% of gear valued at more than R5000
The damage co-payment will either:
  • be refunded to the renter upon successful return of the owner's gear
  • be used to pay partially-or in full for damage or loss incurred during the rental period whilst the gear was in possession of the renter
The damage co-payment can't be handled off-site in cash, as off-site payments are a violation of our Terms.
Was this helpful?
 Yes  No

Q
What is the GoGet Gear Cover Guarantee?
The GoGet Gear Cover Guarantee provides protection to an owner for damage to-or loss of gear in the event of renter damage or loss above the damage co-payment.
Learn more about the Gear Cover Guarantee.
Was this helpful?
 Yes  No

Q
How do I submit a Gear Cover Guarantee claim request?
Before submitting a Gear Cover Guarantee claim request, read through the terms and conditions of the Gear Cover Guarantee , then try to resolve the issue with your renter - often owners and renters are able to resolve issues on their own.
If you and your renter aren't able to come to an agreement, you may submit a claim request. Gather as much documentation as possible to submit to GoGet, including photos, invoices, a police report, and any other documentation that proves ownership, damage, or estimates the fair market value of gear damaged or lost.
In the very rare occasion of malicious damages or damages involving any kind of illegal activity, please also file a police report with your local authorities. We'll ask you to provide GoGet with an official copy of the report, so please be sure to ask for a paper copy for your records.
You have until 48 hours after the scheduled return date to submit the request. For claim requests submitted on time, we'll send a confirmation email and follow-up emails to discuss next steps.
Once we receive sufficient information from both the owner and renter, we'll review all documentation and evaluate the claim request. The length of the process will vary depending on the severity of the case, the quality of documentation, and the cooperation of the owner and renter.
Remember: In an emergency situation, or if your personal safety is threatened, contact local police or emergency services immediately.
Was this helpful?
 Yes  No

Q
Can a security deposit be collected outside of the GoGet website?
No. To make sure renters payments are protected and to ensure that owners are properly compensated for rental damages, we require that all security deposits be handled through the GoGet website. Payments outside of the GoGet website, including security deposits, are a violation of our Terms of Service.
Was this helpful?
 Yes  No

Q
Can I change the price of a pending or confirmed booking?
If you update your price settings, the changes will only apply to future booking requests.
Confirmed bookings
You can't change the price of a confirmed upcoming rental.
Pending requests
If you want to change the price of a pending booking request, you can send the renter a message to inform them of changes. If they still want to go ahead with the rental, they'll need to send you a new booking request.
Was this helpful?
 Yes  No

Q
What should I do if I'm uncomfortable renting to someone?
Your safety is our priority. If you find that a renter is neglecting your gear or has made you feel unsafe through their actions, you can decline their booking request or cancel the booking.
Before you've accepted a booking
We encourage you to take advantage of the safety features we've built to help give you peace of mind and help you get to know potential renters.
After you've accepted a booking
If you've already accepted the booking, you can cancel it. You will be subject to certain cancellation penalties.
Was this helpful?
 Yes  No

Q
What happens if my renter cancels?
If your renter cancels their booking, we'll notify you and automatically unblock the dates on your calendar so that you can rent to other renters. Any payout for a cancelled booking will be released 48 hours after the scheduled return date.
If the booking status hasn't changed to cancelled in your Confirmed Bookings/Active Bookings it's still considered active, and will appear on your calendar.
Renter refunds
Renters who cancel are automatically refunded according to our cancellation policy – Unless the cancellation qualifies as an extenuating circumstance or a renter refund policy case.
Cancellation after collection
If your renter cancels after they've already collected your gear:
  • They're required to return your gear as soon as they cancel
  • The terms of our cancellation policy will still apply
Was this helpful?
 Yes  No

Q
How do I cancel a booking as an owner?
To cancel a booking:
  • Go to your Confirmed Bookings/Active Bookings on goget.co.za
  • Find the booking you need to cancel
  • Select Cancel to start the cancellation process
Canceling a renter's booking can have serious implications on their adventure, so cancellation penalties will be applied unless there is an extenuating circumstance.
Was this helpful?
 Yes  No

Q
I'm an owner. How do I make a change to a confirmed booking?
Owners can't make changes to a confirmed booking. Owners can only cancel a confirmed booking.
Was this helpful?
 Yes  No

Q
I'm an owner. What penalties apply if I need to cancel a booking?
Because cancellations disrupt renters' plans and impact confidence in the GoGet community, the following penalties will be applied for owner cancellations.
Loss of star rating
Stars will be deducted from an owner's star rating and depends on when the owner cancelled.
  • Cancellation made up to 48 hours prior to collection date: loss of one star
  • Cancellation made within 48 hours prior to collection date: loss of two stars
Automated review
An automated review will be posted to your listing's profile indicating that you cancelled one of your bookings. These reviews can't be removed.
Account suspension
If you cancel 3 or more bookings within a year, we may deactivate your listing.
Was this helpful?
 Yes  No