Last updated: April 08, 2026
This Rental Policy explains how garment rentals work on Runway Relay, including rental durations, delivery timelines, return expectations, and customer responsibilities.
By placing an order on Runway Relay, you agree to the terms outlined below.
Rental durations available on Runway Relay may include:
The rental period begins on the confirmed delivery date and ends on the scheduled return date.
The return date is clearly shown during checkout and in your order confirmation.
Runway Relay coordinates delivery through approved courier partners.
Delivery is scheduled to arrive on or before your selected rental start date whenever possible.
Customers must ensure availability at the delivery location during the scheduled window.
If delivery fails due to customer unavailability, rescheduling fees may apply.
a. All items are subject to availability.
b. Runway Relay reserves the right to cancel or reschedule rentals if:
c. In such cases, customers will receive either:
d. After each completed rental and confirmed return, garments remain temporarily unavailable for a short preparation period required for professional cleaning, inspection, and quality control. During this period, the item will not be available for booking until it has successfully passed all preparation checks and is cleared for the next rental.
All garments are professionally inspected and cleaned before delivery.
Customers agree to:
Normal wear is expected and accepted.
Items must be returned on the scheduled return date.
Late returns may result in additional charges, including:
Repeated late returns may lead to account restrictions.
Runway Relay coordinates garment collection through courier pickup or approved return instructions.
Customers must:
Failure to complete return handover may result in late return charges.
Customers may cancel rentals before shipment confirmation.
After shipment has been dispatched, cancellations may not be eligible for a full refund.
Refund eligibility depends on cancellation timing and order status.
Detailed refund rules are outlined in the Cancellation Policy.
Some garments may require a refundable security deposit.
Deposits help protect garment owners and may be used if:
Deposits are released after inspection once the garment is returned in acceptable condition.
All returned garments undergo inspection.
If damage is identified beyond normal wear:
Runway Relay may charge:
Damage classification details are provided in the Damage & Loss Policy.
If a garment is not returned:
Runway Relay reserves the right to charge the replacement value of the item.
Accounts with unresolved non-return cases may be suspended.
Runway Relay handles professional cleaning after each rental.
Customers must not attempt to:
unless instructed by Runway Relay.
Runway Relay provides sizing guidance to assist customers.
However, exact fit cannot be guaranteed.
Customers are encouraged to review size information carefully before placing an order.
Rental fees remain applicable if sizing expectations differ.
Customers are responsible for selecting rental dates that allow sufficient delivery time before their event.
Runway Relay is not responsible for missed events caused by:
Runway Relay reserves the right to restrict accounts that repeatedly:
a. This Rental Policy and all rental agreements entered into through the Runway Relay platform are governed by and construed in accordance with the laws of the United Arab Emirates as applied in the Emirate of Dubai.
b. The parties submit to the exclusive jurisdiction of the courts of Dubai, UAE for the resolution of any dispute arising out of or in connection with a rental agreement or this Rental Policy, subject to Clause 15(c) below.
c. Nothing in this policy prevents a customer from lodging a complaint with the UAE Consumer Protection Department (Ministry of Economy) or the relevant consumer protection authority in the Emirate of Dubai. Runway Relay will cooperate fully with any such regulatory process. This right exists independently of, and is not affected by, any determination made by Runway Relay.
d. Before initiating formal legal proceedings, both parties agree to make a good-faith attempt to resolve any dispute through direct communication. Written notice of the dispute should be submitted to hello@runwayrelay.net. If the dispute is not resolved within fourteen (14) calendar days of notice being received, either party may proceed to formal proceedings.
a. A Force Majeure Event means any event or circumstance beyond Runway Relay's reasonable control that prevents or delays performance of its obligations, including but not limited to: acts of God; extreme weather events; natural disasters; epidemic or pandemic; acts of government or public authority including travel restrictions or curfews; war; civil unrest; terrorism; industrial action not involving Runway Relay's own workforce; failure of third-party courier or logistics networks; prolonged power or internet outages; or any event that could not reasonably have been anticipated or prevented by Runway Relay.
b. Where Runway Relay is prevented or materially delayed in performing any obligation under a rental agreement including delivery, pickup coordination, or cleaning due to a Force Majeure Event, Runway Relay shall not be in breach of the rental agreement and shall not be liable for that failure or delay for the duration of the Force Majeure Event. Runway Relay will notify affected customers as soon as reasonably practicable and will take all reasonable steps to resume normal operations.
c. If a Force Majeure Event continues for more than fourteen (14) consecutive calendar days and prevents fulfilment of a customer's confirmed rental order, the customer will be offered, at their election: (a) a rescheduled rental at no additional charge, to be completed when normal operations resume; or (b) a full refund of all amounts paid in respect of the affected order, processed within the timeframe set out in the Payments & Wallet Policy.
d. Where a customer is prevented from using a rented garment or completing a return due to a Force Majeure Event affecting the customer directly such as a government-imposed restriction or medical emergency the customer must notify Runway Relay at hello@runwayrelay.net, as soon as practicable. Runway Relay will review such notifications on a case-by-case basis and, where satisfied that a genuine Force Majeure Event has occurred, will endeavour to accommodate reasonable rescheduling or waiver of late return charges.
a. The maximum replacement value applicable to each garment representing the customer's maximum financial exposure in the event of irreparable damage or non-return is displayed on the garment's individual listing page and confirmed in the checkout summary before payment is completed. No customer will be charged a replacement value exceeding the figure disclosed at checkout for that specific garment.
b. Where a security deposit is required for a garment, the deposit amount is displayed on the garment's listing page and at checkout before the customer confirms payment. By completing the checkout process, the customer acknowledges having reviewed and accepted the disclosed deposit amount and the conditions under which it may be applied, as set out in Clause 8 of this policy and the Payments & Wallet Policy.
c. The applicable daily late return fee rate is displayed on the garment listing page and confirmed at checkout. Late return fees are calculated per calendar day beginning from the day after the scheduled return date. Customers who are uncertain about their return timeline are encouraged to select a longer rental duration at checkout rather than risk incurring late fees.
a. Customers are encouraged to inspect the rented garment promptly upon delivery to verify that it matches the listing description and is free from undisclosed damage or defects.
b. Where a customer identifies damage, a defect, or a material discrepancy between the delivered garment and its listing at the time of delivery, the customer must report this to Runway Relay Support at hello@runwayrelay.net within twenty-four (24) hours of the confirmed delivery time. The report should include: (a) the order reference number; (b) a description of the issue; and (c) photographs of the relevant area where practicable.
c. Where a pre-existing defect is reported within the twenty-four (24) hour window and is verified by Runway Relay, the customer will not be charged for that defect upon return inspection. Runway Relay will determine whether: (a) the rental continues with the garment as delivered; (b) a replacement garment can be arranged; or (c) a full or partial refund is appropriate given the nature of the defect.
d. Where a customer does not report a defect within the twenty-four (24) hour window, the garment will be presumed to have been delivered in the condition documented in Runway Relay's pre-dispatch inspection
a. Where a garment has not been made available for collection by the end of the scheduled return date, Runway Relay will contact the customer within twenty-four (24) hours to confirm the status of the return and arrange an alternative collection window. Late return charges commence from the first calendar day following the scheduled return date.
b. Runway Relay will make reasonable efforts to arrange up to two (2) rescheduled collection attempts within the five (5) calendar days following the original return date. The customer must cooperate in making the garment available. Late return charges continue to accrue during this period.
c. If the garment has not been collected within five (5) calendar days of the scheduled return date, despite Runway Relay's reasonable collection attempts, the matter will be escalated to non-return status. Upon escalation: (a) late return charges cease to accrue; (b) the full replacement value of the garment, as disclosed at checkout, becomes payable; (c) the security deposit (if held) will be applied to the replacement value charge; and (d) the customer's account will be suspended for future bookings until the matter is resolved.
d. Account suspension arising from a non-return escalation will be lifted upon: (a) successful return of the garment in acceptable condition, subject to any outstanding charges; or (b) full payment of the replacement value charge. Runway Relay reserves the right to apply enhanced deposit requirements to future bookings following reinstatement.
a. Where Runway Relay makes material changes to this Rental Policy including changes to rental period options, late return fee rates, damage charge structures, or customer obligations affected customers will be notified by email and/or in-platform notification at least fourteen (14) calendar days before the changes take effect.
For any concern you may contact us at:
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