Frequently Asked Questions

Question 1

How does Collect Sisu work?

Accepted Answer

Collect Sisu connects you with local providers who rent out curated party supplies, decor, and event services. Browse listings, select what you need, choose your event date and times, and submit a booking request. The provider reviews and accepts your request, and you coordinate the exchange from there.

Question 2

How do I book a rental or service?

Accepted Answer

Find a listing, select your event date, pick exchange and return times, and click "Add to Cart" or "Inquire." When you're ready, proceed to checkout. Your request goes to the provider for approval. Once accepted, both parties confirm the item exchange on the day of the booking.

Question 3

What are the different listing types?

Accepted Answer

There are three types of listings: Items (individual rental pieces like tableware, linens, furniture), Bundles (curated sets of items rented together), and Services (event services like catering, styling, entertainment). Each provider chooses the pricing model that fits their listing.

Question 4

How is pricing calculated?

Accepted Answer

Providers choose their pricing basis: per booking (flat rate with a set duration), per hour, or per guest. The total includes the rental cost plus a 20% Collect Sisu service fee and applicable sales tax. You'll see the full breakdown before confirming.

Question 5

What is the booking flow?

Accepted Answer

After checkout, the flow is: Request (you submit) → Accepted (provider confirms) → Exchange (both parties confirm handoff with condition photos) → Active (rental in progress) → Return (both parties confirm return with condition photos) → Settled (payout released, reviews open). You can message the provider at any step.

Question 6

Can I cancel a booking?

Accepted Answer

Yes. Each listing has a cancellation policy set by the provider: Flexible (full refund 3+ days before, 50% under 3 days), Moderate (full refund 7+ days, 50% at 3–7 days, no refund under 3 days), or Strict (full refund 14+ days, 50% at 7–14 days, no refund under 7 days). The 20% platform fee is non-refundable on renter-initiated cancellations. Security deposits are always fully refunded on cancellation.

Question 7

What if the provider cancels?

Accepted Answer

If a provider cancels your booking, you receive a 100% full refund of everything you paid, including the platform fee. The provider is charged a 20% penalty.

Question 8

Can I modify a booking after it's been accepted?

Accepted Answer

Yes. Both renters and providers can propose modifications to quantity, dates, or other details. The other party must approve the changes. You'll see a price preview showing the original total, proposed total, and the difference before submitting.

Question 9

Is there a security deposit?

Accepted Answer

Some providers require a refundable security deposit, shown in the price breakdown. The deposit is charged when the provider accepts your booking and is automatically refunded within 48 hours after your return, as long as items come back in good condition with no damage claim.

Question 10

What happens during the exchange and return?

Accepted Answer

At exchange, both parties confirm the handoff and can upload condition photos documenting the state of items. The same process happens at return. These photos protect both parties in case of a dispute.

Question 11

When can I initiate the exchange?

Accepted Answer

The exchange can only be initiated on or after the booking start date. You'll see a message indicating when the exchange becomes available.

Question 12

What happens if items are damaged or missing?

Accepted Answer

Providers can file a claim within 48 hours of the return. Claims require photo evidence and are reviewed by the Collect Sisu team. If approved, the deposit may be forfeited, or an additional charge applied to your payment method. You have 7 days to dispute any charge.

Question 13

What if I return items late?

Accepted Answer

Late returns incur a fee. Within the first 12 hours overdue, the fee is 30% of the daily rental rate. After 12 hours, the fee is 100% of the daily rate per overdue day. Late fees are capped at the original transaction total.

Question 14

How do reviews work?

Accepted Answer

After a booking is returned, both parties can leave a review. Reviews are blind — neither party can see the other's review until both have submitted, or until the 72-hour review window closes. This ensures honest, unbiased feedback.

Question 15

Will I be charged sales tax?

Accepted Answer

Yes. Applicable sales tax is calculated based on your billing address using Stripe Tax and is shown as a separate line item in your booking breakdown. You can set your billing address in Account Settings under Payment Methods.

Question 16

How do I list my items or services?

Accepted Answer

Click "Share on Sisu" at the top of the screen. You'll choose your listing type (Item, Bundle, or Service) and be guided through adding photos, descriptions, pricing, and availability.

Question 17

What types of listings can I create?

Accepted Answer

Three types: Items (individual rental pieces), Bundles (curated sets of items rented together as a package), and Services (event services like catering, bartending, styling, entertainment).

Question 18

How do I set my pricing?

Accepted Answer

Choose a pricing basis that fits your listing: per booking (flat rate with a set duration), per hour, or per guest. You can also set a minimum hours requirement for hourly listings. You have full control over your pricing.

Question 19

Are there any fees for providers?

Accepted Answer

No. Collect Sisu charges 0% commission to providers. The 20% service fee is paid entirely by the renter. You receive the full listing price for every booking.

Question 20

How and when do I get paid?

Accepted Answer

Payouts are processed through Stripe 48 hours after the booking return is confirmed, provided no claims have been filed. If a claim is under review, the payout is held until resolved. Payouts go directly to your connected bank account.

Question 21

Can I set my own cancellation policy?

Accepted Answer

Yes. Choose from Flexible, Moderate, or Strict when creating a listing. This determines what refund the renter gets if they cancel. If you cancel a booking, the renter gets a full refund and you're charged a 20% penalty.

Question 22

How do I manage my availability?

Accepted Answer

In Account Settings under Availability, you can block specific dates when you're not accepting any bookings. Blocked dates apply across all your listings.

Question 23

How does the exchange and return work?

Accepted Answer

When a booking reaches its start date, either party can initiate the exchange. Both confirm the handoff and can upload condition photos. The same process happens at return. These condition documents protect you in case of a dispute.

Question 24

How do I report damaged or missing items?

Accepted Answer

File a claim within 48 hours of the return through the transaction details page. Provide a description, at least two photos of the damage, and an estimated cost. The Collect Sisu team reviews all claims.

Question 25

How do security deposits work?

Accepted Answer

Set an optional deposit amount when creating a listing. The deposit is charged when you accept the booking and automatically refunded 48 hours after the return if no claim is filed. If you file an approved claim, the deposit is forfeited to cover costs.

Question 26

What payment methods are accepted?

Accepted Answer

We accept all major credit and debit cards through Stripe. All transactions are encrypted and PCI-compliant. You must keep at least one payment method on file, which you can manage in Account Settings.

Question 27

What is the service fee?

Accepted Answer

Collect Sisu charges a 20% service fee to renters on each booking. This covers platform operations, payment processing, and support. The fee is shown in the price breakdown before you confirm. Providers pay 0% commission.

Question 28

Is sales tax included?

Accepted Answer

Yes. Applicable sales tax is calculated using Stripe Tax based on your billing address and added as a separate line item. You can set or update your billing address in Account Settings under Payment Methods.

Question 29

What is the refund policy?

Accepted Answer

Refunds follow the cancellation policy set by each provider (Flexible, Moderate, or Strict). If a provider cancels, you always receive a 100% full refund including the platform fee. On renter-initiated cancellations, the 20% platform fee is non-refundable. Security deposits are always fully refunded on cancellation.

Question 30

Will my card be charged after the event?

Accepted Answer

Your card may be charged after the event only if: items are returned damaged or missing (per a filed claim), items are returned late (late fee applies), or a cancellation fee is due. You authorize these potential charges at checkout and will always be notified. You have 7 days to dispute any post-event charge.

Question 31

How do I dispute a charge?

Accepted Answer

Email support@collectsisu.com within 7 days of the charge with your booking details and any relevant photos. Our team reviews disputes and responds within 48 hours.

Question 32

When do providers receive their payout?

Accepted Answer

Payouts are sent 48 hours after the return is confirmed, provided no claims are pending. If a claim is under review, the payout is held until resolved. Payouts go directly to the provider's connected bank account via Stripe.

Question 33

How do I create an account?

Accepted Answer

Click "Sign Up" and follow the prompts. You must be 18 or older to use Collect Sisu. Once registered, you can rent items, list your own, or both.

Question 34

What is the billing address used for?

Accepted Answer

Your billing address is used to calculate applicable sales tax on your bookings. You can set it in Account Settings under Payment Methods. It's also used to pre-fill your billing details at checkout.

Question 35

I forgot my password. How do I reset it?

Accepted Answer

Click "Log In," then select "Forgot Password." Enter your email address and we'll send you a reset link.

Question 36

How do I contact support?

Accepted Answer

Email us at support@collectsisu.com or use the chat assistant on the site. We aim to respond within 24 hours.

Question 37

Is my personal information safe?

Accepted Answer

Yes. We use industry-standard encryption, secure payment processing via Stripe, and follow best practices for data protection. See our Privacy Policy for full details.

Frequently Asked Questions

For Renters

For Providers

Payments & Fees

Account & Support

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