Respectful Communication
→All messages, listings, reviews, and usernames must be respectful and free of profanity, hate speech, or discriminatory language.
→Harassment, threats, or intimidation of any kind may result in immediate account suspension.
→Do not use all-caps, excessive punctuation, or aggressive language in messages.
Location & Privacy
→Listings show only the general neighborhood or area — never a street address.
→The exact pickup or delivery address unlocks automatically in the app 24 hours before your scheduled pickup — and for deliveries you can choose to share yours with the host as soon as you book. Addresses are never sent by email.
→Never share your personal phone number, home address, or other private details in messages or listings — unless a host has enabled required contact sharing for their listing, which you'll be asked to explicitly consent to before booking.
Host Responsibilities
→Hosts must respond to booking inquiries within 24 hours. Silence after a paid booking is a violation.
→Items must match their listing description. Misrepresentation is grounds for immediate removal.
→Hosts who go ghost (fail to respond or deliver after payment) receive a strike once the report is reviewed and confirmed. Five strikes = permanent ban.
→Hosts must honor the pickup/delivery option they selected on their listing.
→If an item is returned damaged, file a claim through Nably within 48 hours of return — do not confront the renter directly or attempt to charge them outside the platform.
Renter Responsibilities
→Renters must treat rented items with care and return them in the same condition received.
→Return items on time. Late returns without communication are a violation and may result in a strike or account review.
→If you damage an item, report it immediately through Nably Support — do not try to hide damage.
→No subletting — you may not re-rent or lend a rented item to a third party.
→If a damage claim is filed against your booking, you have 48 hours to respond through Nably with photos or context. Nably's team makes the final determination.
Payments & Transactions
→All payments must be processed through Nably. Off-platform payments are never covered by our protection policy.
→Never pay by cash, Venmo, Zelle, or any external service for a Nably booking.
→If someone asks you to pay outside of Nably, report it immediately.
→Refunds for cancellations follow Nably's standard cancellation policy shown at checkout.
Prohibited Items & Behavior
→Illegal items, weapons, controlled substances, or adult content may not be listed.
→No fraudulent listings. Items must exist and be available as described.
→Impersonating another user, host, or Nably staff is a permanent ban offense.
→Attempts to manipulate reviews — fake positive or negative — result in account removal.
Enforcement & Strikes
→Violations earn strikes based on severity — for example, a host cancellation of a confirmed booking is two strikes, a substantiated ghost report is one. See "The Strike System" below for how strikes escalate.
→5 strikes: your account is permanently suspended from the Platform.
→Hosts specifically reported for going ghost after a paid booking receive a strike once our team reviews and confirms the report.
→Report review times vary by type — ghost host reports are typically reviewed within 24 hours.
Getting Help
→For any dispute, contact Nably Support first — do not confront the other party directly.
→Email us anytime at support@nably.co.
→All in-app conversations are logged and may be reviewed by our team during dispute resolution.
→False reports filed in bad faith are also a violation and may result in account action.
The Strike System — Explained
1 Strike
Recorded on your account with an in-app notification. Violation count varies by severity — see examples above.
3 Strikes
Account flagged for internal review by the Nably team.
5 Strikes
Account automatically suspended from the Platform.
Ghost Host Rule: If a host fails to respond or deliver after a paid booking, the renter can file a Ghost Report starting 2 hours after the booking's scheduled start time. Filing a report doesn't automatically penalize the host — our team reviews every report first. If confirmed, it results in a strike for the host and an automatic full refund for the renter.
How Damage Deposits Work
At Booking
For qualifying listings (host-set, generally $50+), a deposit is collected together with your rental payment at booking. It's refunded automatically after your rental if no damage claim is filed.
After Return
Host has 48 hours to file a damage claim. If no claim is filed, the deposit is released automatically.
If a Claim is Filed
Renter has 48 hours to respond with photos or context. Nably's team reviews all evidence and makes the final call.
Important: Damage claims must be filed through Nably — never confront the other party directly or attempt to resolve payment outside the platform. Off-platform agreements are not covered by Nably's protection policy.
Card on file: Nably keeps your payment card on file for up to 14 days after your rental, whether or not your booking carries a deposit. If a claim is resolved for more than any deposit held, the difference may be charged to that card.
How Location Privacy Works on Nably
Nably shows only a general neighborhood or area — never a street address. This protects hosts from unwanted visitors while still letting renters know the approximate area.
What renters see
Miramar Beach area, approx. 0.8 mi from you
What stays private
123 Ocean Blvd — unlocks in-app automatically 24 hours before pickup, never sent by email
Pickup/delivery
Agreed in advance — host picks the option on their listing
Your contact info
All communication happens through Nably's in-app messaging by default. Some hosts may require you to share your email/phone as a condition of booking — always disclosed on the listing and confirmed via consent before you book.
Questions? We're here.
If you witness a violation, use the Report button on any listing or contact our team directly.
support@nably.co
Trust & Safety →