Dispute guidelines – when something goes wrong

Informational translation. The Norwegian version of this document is the legally binding one. If the two versions differ, the Norwegian text prevails.

Version 1.0.0 · Last updated 01.11.2026

This text was written with the help of AI and has not been reviewed by a lawyer.

Most rentals go well. But now and then something gets broken, goes missing or is late, or you disagree about what was agreed. Here we explain how Laandet can help, and what Laandet cannot do.

The most important things first

• Laandet helps you reach agreement, but we cannot judge. Laandet cannot make binding decisions in cases between users.
• Laandet does not move any money. We do not accept payments or deposits, and we cannot take money from anyone or pay out money to anyone.
• Both parties are heard. The other party gets to see what you write about him or her, and can respond.
• A lack of evidence is not proof of guilt.
• Cases are private. They are never shown on profiles or listings.

In case of danger: If someone is injured or there is a risk to life and health, call 113 (ambulance), 112 (police) or 110 (fire). Laandet is not an emergency service.

Step 1: Report a problem

Open the rental in “My rentals” and tap “Report a problem”. Choose what the case is about:

• The item was returned with damage
• The item has not been returned
• The item was not as described
• Accessories are missing
• Late return
• Disagreement about payment
• Disagreement about the deposit
• The equipment was unsafe
• Other

Describe briefly and objectively what has happened. The agreement and the condition reports are attached automatically. The other party is notified and has 7 days to respond.

Deadlines

The deadlines apply to case handling in Laandet. They do not limit the rights you have under Norwegian law. You can also report after the deadline. The case is then marked “reported after the recommended deadline”. This can make it harder to document what happened.

Step 2: Document

Both parties can add

• a written explanation,
• photos,
• references to the condition reports from handover and return,
• references to messages you have sent each other about the rental.

Take photos of receipts and repair quotes. In the pilot phase you cannot upload PDFs or other documents. What you add to a case cannot be deleted or changed. You can always add more.

Step 3: Try to reach agreement

The best solution is the one you find together. You can propose:

• No compensation
• Repair of the item
• Replacement of missing accessories
• Partial compensation (amount)
• Full compensation (amount)
• More time to return the item
• Another written solution

The other party can accept, decline or make a new proposal. No one has to accept a proposal. If you both accept a proposal, the case is resolved. What you agreed on is saved in the case. You settle any payment directly with each other.

Tips:

• Stick to the facts, and write in a friendly way.
• Attach photos.
• Propose a solution that you yourself think is reasonable.

Step 4: Ask Laandet for help

If you do not reach agreement, or the other party does not respond within 7 days, either of you can tap “Ask Laandet for help”. If the case concerns an item that has not been returned, or equipment that is unsafe, you can ask for help straight away.

Laandet then does the following:

• A moderator reads the case, together with the condition reports and the messages referred to in the case. Both parties are told that the case is being read.
• The moderator may ask for more information. You then have 7 days to respond.
• The moderator may point out what has been documented and what you disagree about.
• The moderator may propose a solution. The proposal is not binding, and each of you can accept or decline it.
• If it is necessary to protect other users, Laandet may restrict an account, for example when an item has not been returned. You will then be given the reasons and can appeal.

We aim to respond within 5 working days in the pilot phase. There are only a few of us, so it may take a little longer.

Step 5: Options outside Laandet

If you still do not reach agreement, we close the case as “closed without agreement”. You can then take the matter further on your own:

Agreements on renting and lending between two private individuals do not normally fall under mediation by the Norwegian Consumer Authority (Forbrukertilsynet) or the consumer complaints board (Forbrukerklageutvalget). Those schemes apply first and foremost to cases between consumers and businesses, and to purchases of goods between private individuals. For renting and lending, the conciliation board (forliksrådet) is the usual route.

Step 6: The case is closed

A case can be closed as

• resolved by agreement,
• withdrawn by the person who reported it,
• closed without agreement,
• passed on to an insurance company,
• passed on to the police or another authority.

While Laandet is waiting for more information, the case has the status “waiting for documentation”.

The case can be reopened within 30 days if new information comes to light. We store the case for 3 years after it has been closed.

Protection against misuse

• Cases must not be used to threaten or harass anyone. Repeated or vindictive cases can lead to an account being restricted.
• Reviews from a rental with an open case are not published until the case has been closed or the deadline for reviews has passed.
• Laandet never writes “fraud” or “theft” about a user because of a case that has not been decided.