Guidelines & Policies

Community Guidelines

CoCloset is more than just a rental platform; it is a community built on trust and a sharing mindset. The success and sustainability of our platform rely on every member following these guidelines and treating one another with mutual respect. By adhering to these policies, you help ensure a seamless and positive experience for both lenders and renters alike.

Messaging

Treat all community members with kindness and respect. CoCloset relies on open and honest communication. Please keep all conversations professional, helpful, and free of offensive language.

Non-Discrimination

CoCloset is an inclusive community. Discrimination against any user based on race, ethnicity, national origin, religion, sexual orientation, gender identity, disability, or marital status is strictly prohibited and results in immediate and permanent account termination.

Authenticity and Accurate Representation

Lenders must ensure that every garment listed on the platform is described accurately and truthfully. Any modifications or alterations to an item's original fit must be clearly disclosed. Additionally, providing detailed fit guidance is strongly encouraged, particularly for garments that do not fit true to size. Counterfeit items are strictly prohibited on CoCloset; listing fraudulent goods will not be tolerated and may lead to immediate, full account suspension.

Caring for Garments

Treat every rented item with the care you would give your own belongings. Should an item become stained or damaged accidentally, kindly inform the partner dry cleaner upon return. Transparent reporting allows us to preserve our shared collection's quality. Dry cleaners can typically remove stains when aware of their origin (such as wine or makeup). If damage proves unfixable, CoCloset reviews the situation individually and frequently handles replacement expenses.

Returning on Time

Timely returns are essential to ensure the next Renter can enjoy the garment as planned. If you are unable to return an item on time, you may be able to schedule an extension if it doesn’t conflict with another reservation. If an extension has not been booked, late fees will apply.

Keep All Communications on Platform

For the safety and protection of our community, all transactions must be completed through the CoCloset platform. Staying on-platform ensures secure payments and comprehensive protection for both Renters and Lenders. Off-platform transactions are strictly prohibited; engaging in them will result in the loss of purchase and damage protection, and may lead to the immediate suspension of your account.

Reviews

Following every rental, we invite you to share constructive and honest feedback. Posting your review fosters trust across our community and assists fellow members with their decisions. Please note, however, that defamatory or disparaging comments are prohibited and can lead to account suspension.

Our Dry Cleaning Partners

CoCloset partners with third-party dry cleaners, which we strive to thoroughly vet to ensure the highest quality of care and service. As these are independent businesses, we ask that you always treat them with respect. If you have any concerns or feedback regarding a specific dry cleaner, please report them directly to CoCloset so we can address the issue promptly.

Renter Policies

Cancellations & Refunds

  • More than 48 hours notice: Fully refunded.
  • Less than 48 hours notice: Non-refundable.

Fit Policy & Same-Day Returns

  • If an item does not fit, return it to the partner dry cleaner within 8 hours of pickup to receive a rental refund minus a $20 cleaning and restocking fee.

Late Pickups & No-Shows

  • Late Pickups: You may pick up your garment at any point during your reserved window; however, your scheduled return date remains unchanged.
  • No-Shows: If an item is never collected during the reservation window, the full rental fee is forfeited.

Late Returns & Unreturned Garments

  • Days 1–7 Late: Charged the pro-rated daily rental rate plus a $10/day penalty.
  • Day 7+ Late: Classified as unreturned. You will be charged the full replacement value of the garment (up to retail value) plus accumulated late fees.

Damages & Stains

  • Minor Wear & Tear: Routine signs of wear (makeup, deodorant marks) and small mending (loose threads, missing buttons) handled by the dry cleaner are covered.
  • Major / Irreparable Damage: If an item is returned ripped, permanently stained, altered, or damaged beyond repair, you may be charged the repair cost or full replacement value as assessed by CoCloset Admin and the partner cleaner.

Lender Policies

Misrepresented Listings

Listings must accurately represent the item's brand, size, alterations, color, and current condition with recent photos. If a dry cleaner flags undisclosed damage during intake or a renter reports a significant discrepancy, the transaction will be cancelled, and the renter will be fully refunded.

Failure to Drop Off at Cleaners

Lenders must drop off the listed item at the assigned dry cleaner hub at least 48 hours prior to the reservation start date. If a lender fails to drop off the item in time:

  • The booking will be auto-cancelled with a 100% refund to the renter.
  • The lender will incur a $20 cancellation/inconvenience fee.

Lender Cancellations

Cancelling a confirmed booking disrupts the community experience.

  • Lenders who cancel an active booking forfeit all earnings for that reservation.
  • Repeated cancellations within a 90-day period may result in listing demotion or account suspension.

Item Inspection Failure

If a partner dry cleaner deems a dropped-off garment unrentable (e.g., severe structural damage, unhygienic condition, heavy prior staining), the item will be marked "NOT PASS". The rental is cancelled, the renter is refunded, and the lender must retrieve the item within 5 business days.