Host & Vendor Guidelines

These guidelines exist to keep Collect Sisu a place people trust. By listing on the platform, you agree to follow them in addition to our Terms of Service. Repeated or serious violations can result in listings being closed or accounts being suspended.

Listing quality

• Honest descriptions. Photos and text should match what the Guest actually receives. Show wear and tear; don’t stage with props that aren’t included.
• At least six photos per listing. Bright, well-lit shots from multiple angles. Include the item in use where possible.
• Specific, scannable titles. “6-foot rectangular folding tables (set of 10)” beats “Tables.”
• Real availability. Update your calendar promptly. Don’t list items that are already booked off-platform.

Pricing

• Price honestly. Don’t list at one price and add hidden fees later.
• If you have add-ons (delivery, setup, extra hours), list them as add-ons rather than rolling them in.
• If your pricing is per-day, the system calculates units from the booking window — don’t double-charge.

Communication

• Respond to inquiries within 24 hours. Hosts who consistently respond fast see more bookings.
• Keep all communication on the platform until the booking is confirmed. Off-platform messaging breaks our ability to help with disputes.
• Be professional. Discriminatory or harassing messages are grounds for removal.

Booking lifecycle

• Accept or decline promptly. The system gives you 24 hours; faster is better.
• Plan around the exchange windows. The platform sets fixed windows on every booking — pickup is the 30 minutes before booking start, dropoff is the 30 minutes after booking end, and delivery (if you offer it) runs from 30 to 90 minutes before booking start. Both you and the Guest see these windows on the booking page and in email; small in-chat adjustments are fine, bigger changes require a reschedule.
• Confirm exchange. Mark the booking as “Exchanged” (or “Performed” for services) when the Guest takes possession.
• Confirm return. Mark “Confirm Return” once items come back in expected condition.
• Damage claims. If something comes back damaged, file a claim through the booking page with photos and a description within 48 hours of return. When a security deposit is set on the listing, approved damage charges are captured from the deposit first; any excess is handled through a separate charge against the Guest’s payment method via our support team.

Late returns

If a Guest is late returning your items, work the channels in this order:

1. Message first. Most lateness is logistics — a quick in-app check-in resolves the majority of cases without escalation.
2. Mark Overdue at the 4-hour mark. If items aren’t back four hours after the agreed return window, mark the booking as Overdue from the booking detail page. The Guest sees a notification and so does our support team.
3. File a damage / loss claim at 24 hours. If items still aren’t back after a full day past the return window, file a claim with photos, the agreed return window, and any relevant message history.

Collect Sisu does not charge late fees automatically. Any compensation for genuine loss or extended use is determined through the claims process — our support team reviews the evidence and authorizes an additional charge against the Guest’s payment method when warranted. If you want to discourage late returns proactively, state a clear return window in your listing and confirm it with the Guest at exchange. Repeated lateness from the same Guest is logged and visible to support during disputes.

Cancellations

Pick the cancellation tier that fits your business. Guests see it on your listing and at checkout, and the platform enforces the refund math from that tier — you don’t need to negotiate refunds ad hoc.

• Flexible — Full refund until 3 days before booking start, 50% from 24h to 3 days, 0% inside 24h.
• Moderate (default) — Full refund until 7 days before, 75% from 3 to 7 days, 50% from 24h to 3 days, 0% inside 24h.
• Strict — Full refund until 7 days before, 50% from 3 to 7 days, 25% from 24h to 3 days, 0% inside 24h.
• Non-refundable — 50% until 7 days before, 0% inside 7 days.

Don’t cancel accepted bookings unless absolutely necessary — host-initiated cancellations always refund the guest 100% and carry a 20% penalty on the base rental amount, deducted from your next payout.

Insurance & safety

• You are responsible for maintaining any insurance required by your jurisdiction or by the nature of your offering.
• Service providers (catering, alcohol, food trucks, etc.) must hold all required licenses and permits.
• Inflatables, large structures, electrical setups, and similar items must comply with local safety regulations.

Payouts

• Payouts run through Stripe Connect Express. You must complete identity verification before you can receive funds.
• When a Guest’s card is charged at acceptance, the booking amount transfers to your Stripe Connect Express account at the same time. Stripe then settles to your bank on its standard rolling schedule — usually 1–2 business days after the transfer lands.
• Collect Sisu does not add a hold beyond what Stripe requires.

Prohibited listings

You may not list:

• Anything illegal in the jurisdiction where the booking takes place
• Weapons, ammunition, or anything designed to cause harm
• Counterfeit or stolen items
• Services that require certification you don’t hold
• Tobacco, controlled substances, or items intended for substance use
• Adult or sexually explicit content

Reviews

Reviews are blind — neither party sees the other’s until both have submitted or 14 days have passed. Don’t pressure Guests for positive reviews; don’t leave retaliatory negative reviews.

Getting help

Email support@collectsisu.com or use the in-app messages thread on any active booking. For urgent booking-day issues, in-app messages are the fastest channel.