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? The user picks a listing and dates, confirms the booking, and pays in the app. Renters pay through Stripe checkout, and hosts receive payouts to their connected Stripe account when the booking reaches a payable state.
- What does SURP verification do? SURP uses identity verification through Stripe Identity to confirm a person’s identity before certain account actions and trust checks. This reduces fraud and gives both sides accountability, but it does not automatically make every listing, payout, or booking feature available.
- What are the SURP Shield tiers? The current SURP Shield fee tiers are: Essentials $0-$150 = $5, Standard $151-$750 = $15, Premium $751-$2,000 = $35. The fee is shown before payment.
- How does SURP Shield work? SURP Shield is a booking-level protection layer, not a general insurance product. It applies only when the booking records and claim assessment support an eligible accidental-damage or covered-loss outcome.
- What happens if someone steals my item or does not return it? Report the issue in-app as soon as possible and contact local police where relevant. Theft or non-return review may require a police reference number if the facts support it.
- How do pickup and return check-ins protect both sides? Both parties complete the in-app handover flow. The app records the time, evidence, and messages tied to pickup and return, which is used if there is a condition dispute, late return, or non-return review.
- What is the cancellation and refund policy? Refund outcomes depend on the booking state and the timing of cancellation or disruption. The exact result is shown in the booking details and must follow the current Terms and booking rules.
- What fees does SURP charge hosts and renters? Hosts may pay platform fees on successful rentals, and renters may pay the booking total plus any protection or service fees shown before payment. The full breakdown is visible before checkout.
- Can a booking or account be restricted? Yes. Listings, accounts, and booking actions can be restricted if operational risk or review requires it. This can happen even when identity verification is complete.
- How are late fees calculated? A 2-hour grace period applies after the scheduled return time. If the item remains overdue after the grace period, the first applicable late charge is the booking's daily rental rate plus a one-off $25 Late Handling Fee. After that, each further full 24-hour late period may incur the daily rental rate again. The $25 Late Handling Fee applies only once per continuous late event.
- How is the rental timer calculated? The booking timer uses the agreed return time, preferring the selected drop-off time and falling back to the booking end date or end day when needed. Once that due time is reached, the app starts measuring late status and any overdue or non-return review states.
- What if I need more time to return an item? Use “Extend booking (add days)” or request an “Extend drop-off time” in-app. Extensions update the due time, but late fees or restrictions can still apply if the booking is already overdue or unresolved.
- What should I include when contacting support about a booking? Include your account email, booking ID, listing ID, the timeline of what happened, and any photos, videos, or screenshots relevant to the issue. The more specific the details, the faster the review can proceed.
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.