Support
Need help with Collect Sisu? Email us anytime — we usually respond within a few hours during business hours, and within 24 hours on weekends.
Common questions
Most questions are answered here. For anything else, email is the fastest path.
How do I cancel a booking?
Open the booking from the Bookings tab and tap "Cancel booking." Each listing has its own cancellation policy (Flexible, Moderate, Strict, or No Refunds) — the refund amount depends on how close to the rental start date you cancel. Security deposits are always refunded in full on cancellation.
How do I become a host?
Go to Account → My Listings → Create Listing. You'll set up your listing, upload photos, choose pricing, and connect your bank account through Stripe so we can pay you out automatically after each booking.
When do I get paid as a host?
After a renter confirms the return of your item, the booking moves into a 24-hour claims window. Once that window closes, your earnings are released to Stripe and paid out to your bank on the schedule Stripe set during your onboarding (usually 1–2 business days for US accounts).
A renter wanted to book but the app said I'm not set up for payouts.
That means your Stripe Connect account isn't fully onboarded yet. Open Account → Payouts and finish the steps Stripe walks you through. You'll see a banner on your Account tab any time someone tried to book one of your listings while your payouts were incomplete — finishing setup is the only thing standing between those buyers and your earnings.
How do I report a listing or a user?
On any listing, tap the • • • menu in the top right and choose "Report listing." On any user profile, tap the • • • menu and choose "Report user." Reports go to our moderation team and are reviewed within 24 hours. Severe violations (fraud, harassment, illegal content) result in immediate removal.
How do I delete my account?
Go to Account → Delete Account. Deletion is scheduled with a 30-day grace period — log back in any time during those 30 days to cancel. After 30 days, your name becomes "Deleted User" on past transactions and your personal data is permanently removed.
I think I was charged incorrectly.
Email support@collectsisu.com with the booking ID (visible on the booking detail screen) and we'll review the charge. Most billing questions are resolved within 24 hours.
The app is crashing or behaving strangely.
Try force-quitting the app and re-opening. If the problem persists, email support@collectsisu.com with your device model, iOS version, and a brief description of what you were doing — we receive automatic crash reports too, but the context helps.
More resources
- Full FAQ — every detail of how bookings, payments, and disputes work.
- Terms of Service
- Privacy Policy
Still stuck?
Email us at support@collectsisu.com with your account email and a short description of what you're seeing. The more context (booking ID, screenshot, what you tapped), the faster we can help.