On Poppins, every rental is protected by two layers: the deposit, which covers the vast majority of cases, and the Poppins Guarantee, which steps in beyond that. Here's everything you need to know.
Deposit or Poppins Guarantee — what's the difference?
They work together to make each rental safe. The deposit is a hold placed on your card for the length of the rental — it's the first line, and it settles almost every situation on its own (a damaged item, a lost accessory…). The Poppins Guarantee only comes in if the validated amount goes beyond the deposit — it covers the gap. There's nothing to switch on: the Guarantee is included on every rental between individuals.
How does the deposit actually work?
It's a pre-authorisation on your card (nothing is charged if all goes well), between €30 and €1,000. It needs a credit/debit card — Apple Pay and Google Pay can't pre-authorise. The hold lasts up to 10 days, and rentals with a deposit are capped at 6 days.
What does the Poppins Warranty cover?
It covers up to €5,000 per rental and kicks in when the validated amount goes beyond the deposit. Two things to keep in mind: it's secondary to your home insurance (you file with your insurer first, we step in if they decline), and we apply linear depreciation over 5 years to the item's value when working out the amount.
My item is damaged or wasn't returned — what do I do?
Open a report within 48h of the rental's return, straight from the app or send us an email at support@wearepoppins.com. Have your photos ready, a description of what happened, and the messages tied to the rental.
Damage: photos and details are enough, we handle the rest.
Theft / non-return: you'll need a police report (récépissé) and a letter of refusal from your insurer. These cases can take up to 90 days.
Our team reviews each case (messages, handover, item history). Expect 7–14 working days for a decision, then 3–5 days for the payout.
I'm a provider — how do I get paid?
Once our team validates the case, the deposit is charged and paid out to you. If the validated amount goes beyond the deposit, the Poppins Guarantee covers the difference.
We're here if you have any questions — send us an email at support@wearepoppins.com and we'll get back to you.