Why do I have to pay for my damaged device? How are the costs calculated?

• How does Grover's grading of damages work?
• How does Grover determine repair costs?
• How does Grover determine replacement costs?

By repairing and recirculating devices, we want to extend the lifespan of each device and reduce e-waste. We understand everyday device use may result in wear and tear, and we repair those types of damage for free. For damage that exceeds normal wear and tear, Grover Care helps cover the cost. Check our asset condition page to find photo examples of the difference between minor and major damage. 

Depending on the country where the order was placed and the date the rental started, you have one of the following Grover Care options:

• Percentage-based options (50% or 90% coverage, where you pay the remaining 50% or 10% of the damage costs.)

• Fixed fee options (Basic or Premium coverage, where you pay a fixed repair service fee in the case of damages.)

You can check the coverage level for your rented device in My Tech. For more information, you can also visit our Grover Care page. 

How does Grover's grading of damages work?

Having assessed thousands of products throughout Grover's existence, we take grading and the inspection of devices seriously. Our experts carefully examine devices from all angles to understand their visual condition. We conduct comprehensive tests on various functions, including but not limited to display, Bluetooth, speaker, camera, and keyboard. Additionally, we ensure that all device components, such as VR headset controllers or camera lens cases, are intact. Custom grading checklists are tailored for each sub-category of devices.

During the return process, we ensure that all data from the previous renter is securely erased using specialized software, maintaining industry-standard protocols. If a returned device is still connected with a user account (such as an iCloud account), we’ll charge an additional fee of €49. 

How does Grover determine repair costs?

If a device is in good working condition but damaged, we repair it. We determine repair costs using market-standard grading guidelines to ensure accuracy and fairness.

1. We check the extent of the damage and the type of device via our thorough grading process.

2. We use our database of thousands of repairs on different models of devices to assess how much it'll cost to fix or replace the broken parts using market standard cost to repair or replace. 

The money you pay for repairs only covers the actual fixing—the worker's time and any replacement components. We don't add extra costs like warehouse handling or shipping.

How does Grover determine replacement costs?

If a device is damaged beyond repair, we must determine and then charge you the residual value of the device. The residual value is how much the same device in a similar condition would cost at the current market price (taking into consideration the decrease in value due to age or damage over time), if we were to replace the damaged device that you rented. By considering the residual value rather than the cost of purchasing a new device, we ensure that the costs are fair for everyone.