Poppins Protection is our integrated protection program that allows you to exchange items with peace of mind within our community. Whether you are borrowing or lending, each transaction between individuals is automatically covered up to €1,000.
Poppins Protection includes secure payments, verified profiles, AI-driven conversation monitoring, carefully selected listings, and top-quality customer service.
All transactions between individuals through Poppins are automatically protected—no registration required, even for free exchanges. For rentals with professional owners, the professional provider's insurance applies.
In the event of an incident or issue with an item shared on Poppins, don’t worry!
As a first step, both the owner and the borrower should contact their insurer and report the incident. In most cases, the item will be covered by your home insurance policy and your personal liability (Private Life) cover.
If that’s not the case, Poppins Protection will step in to fairly compensate your loss, under the conditions explained below, up to a maximum of €1,000.
☝️ Prevention Tips
The best protection is the one you never need. Here’s how to avoid issues:
Explain the intended use of the items you lend.
If borrowing, make sure you fully understand how to use the item.
Document the item's condition with before-and-after photos.
Set clear rules.
Treat borrowed items as if they were your own.
Communicate expectations clearly regarding the return and condition of the item.
Return the items on time and in the same condition.
📄 Documentation:
Photos before and after
Note any pre-existing damages
Document serial numbers
Keep original receipts
❤️ 10 Things You Need to Know About Poppins Protection
1. Who is eligible for Poppins Protection? 👋
You are protected if:
You have an active and verified Poppins account
The items are clearly described in your listing or conversation
The transaction is completed through Poppins (pickup and return confirmed in the app)
2. How much does it cost? 💰
Poppins Protection is included in our service fee.
3. What’s included or excluded? 📋
✅ Accidental damages during the rental period
✅ Theft (with police report)
✅ Repair costs
✅ Replacement if repair is not possible
✅ Protection is valid from the moment the item is collected until its return. It does not apply during transport if carried out by a professional.
❌ Normal wear and tear
❌ Pre-existing damages
❌ Cosmetic damage not affecting functionality
❌ Cleaning costs
❌ Loss of income due to cancelled rental
❌ Damages outside of the rental period
4. Which items are excluded? 🚫
Food and consumables
Drones
Motor vehicles
Real estate
Weapons
Illegal items
Items worth over €1,000 can be listed, but Poppins Protection is limited to €1,000.
5. When and how to file a claim for damages? 📱
Any damage or issue must be reported within 48 hours after the end of the exchange.
The steps of the Claim Process
The steps of the Claim Process
1. Assess the Situation
Poppins Protection covers unforeseen damage, but not normal wear and tear. Example:
✅ Included: Cracked camera lens, broken electric tool motor
❌ Not included: Minor scratches, worn-out blades. Check the exclusions list to see if your item is covered.
2. Document the Issue
Take clear photos of the damage.
Describe what happened.
In case of theft, attach a copy of your police report.
3. Check Other Coverages
Check if the damage is covered by any existing insurance (e.g., liability insurance on your home insurance…).
Check if the store warranty applies.
If no other coverage applies, go through Poppins Protection.
4. Submit Your Claim
Fill out the Poppins claim form (in the app: Settings > Claim Poppins Protection).
What’s the issue? Damaged item, Lost item, Other
Add as many details as possible, attach photos and other supporting documents.
Submit the claim within 48 hours of returning the item, after confirmation in the app.
5. Wait for Review
We will review your request and:
Confirm if it is covered under Poppins Protection.
Request additional information if needed.
Approve or deny according to our criteria. ⚠️ Any fraud or false statements may lead to legal action.
6. Repair Evaluation
We will search for the best repair options:
Local repair shop
Professional repair service
DIY repair (we will reimburse you)
7. Replacement (if necessary)
If the repair is impossible:
We will determine the residual value (market value).
We will help find a similar replacement.
We will assist you in your purchase.
8. Receive Your Compensation
If Poppins Protection involves financial compensation (which will be determined by Poppins), you will need to provide:
Repair/replacement invoice
ID/Passport
Bank details
6. How long does the process take? ⏱️
We aim to process requests quickly:
Claim Review: 48 hours
Repair or Replacement Evaluation: 3-5 business days
Payment processing (if monetary compensation): 3-5 business days after approval
7. What if there’s a theft? 🔒
To report theft:
File a police report immediately
Add the police report to your Poppins claim form (in-app: Settings > Claim Protection)
We will guide you through the process.
8. Do I need original receipts? 📝
Original receipts are helpful but not always necessary. We can estimate the value based on:
Market analysis
Similar items on other platforms
Current sale prices of comparable items
9. What if the other party disputes the claim? 🤝
We will:
Review evidence from both sides
Mediate the situation
Make a fair decision based on our policy
Communicate the decision to both parties
10. Is there a limit on the number of claims I can make? 📅
There’s no specific limit, but we monitor claims to prevent abuse.
🌟 Tips for a Successful Claim
Always check items together at pick-up and return.
Take detailed photos before and after.
Report any issues immediately.
Keep all communication on the Poppins platform.
Be honest and precise in your description.
👤 When am I personally responsible?
As a borrower, you’re responsible if you:
Intentionally damage or misuse the item
Neglect the item (not following instructions or poor maintenance)
Steal or fail to return the item
Submit fraudulent claims
Act in bad faith
In such cases, Poppins may:
Hold you liable for all costs
Recover damages directly from you
Take legal action if necessary
There you go, you know everything now! Feeling reassured? Then, what are you waiting for? Share ✨