SURP Support
Last updated: 10 March 2026
Need help with SURP? This page covers common issues and how to contact us.
Contact
- Email: support@surp.com.au
- Website: https://surp.com.au
Frequently asked questions (detailed)
- How does booking and payout work? Renters pay securely in-app through Stripe at checkout. Before payment, you see the full total (rental price, platform fees, and SURP Shield fee). Hosts receive payouts to their connected Stripe account after booking milestones are met and standard risk checks are complete.
- What are the 3 SURP Shield tiers? Current SURP Shield tiers per booking are: Essentials ($5) for items up to $150, Standard ($15) for items up to $750, and Premium ($35) for items above $750. The tier and fee are shown clearly before payment.
- How does SURP Shield work? SURP Shield is a contractual damage waiver layer, not insurance. For eligible accidental damage, it may limit renter liability up to the booking cap shown in-app. It does not apply to intentional damage, misuse, prohibited use, collusion, or fraud.
- What happens if someone steals my item or does not return it? Report it in-app immediately and contact local police as soon as possible. A police reference number is required for theft/non-return assessment, and delays can affect eligibility. SURP reviews booking records, messages, timestamps, and handover evidence before deciding next steps.
- How do pickup and return check-ins protect both sides? Use the in-app handover flow at pickup and return and upload clear photos/videos. This creates timestamped evidence of condition, helps prevent misunderstandings, and makes dispute outcomes faster and clearer.
- What is your cancellation and refund policy? Refund outcomes depend on cancellation timing. In general: more than 24 hours before start is the most favorable refund window, 6-24 hours is usually partial, and under 6 hours is typically non-refundable for the rental amount. The exact outcome shown in your booking details applies.
- What fees does SURP charge hosts and renters? Hosts are charged platform fees on successful rentals. Renters may pay platform and SURP Shield fees. SURP shows a full cost breakdown before payment so there are no hidden checkout surprises.
- Do I need identity verification? Yes, for key account actions and trust checks. SURP uses verification tools (including Stripe Identity flows where required) to reduce fraud risk and improve safety for hosts and renters.
- What should I include when contacting support about a booking? Please include your account email, booking ID, listing ID, the timeline of what happened, and any photos/videos or screenshots. The more specific your details, the faster we can help.
- I cannot sign in or the app is crashing. What should I do first? Try email/password, Google, or Apple sign-in. Check spam/junk for verification emails. Force close and reopen the app. If the problem continues, email support with your device model, OS version, and the exact step where the issue happens.
Delete your account
You can request deletion of your SURP account here: https://surp.com.au/delete-account
Legal
If you contact support, please include the email address on your account and any relevant listing/booking IDs.