Support

We're here to help. Find answers below or reach out to our team.

Contact Us

Email Support

Send us a message at support@ourwatch.com

Response time: within 24 hours on business days

In-App Messaging

For rental-specific issues, use the messaging feature on your order detail page to communicate directly with the other party.

Messages are monitored for safety and dispute resolution

Common Questions

How do I cancel a booking?

Go to your order detail page and select "Cancel Order." Cancellation terms depend on timing: cancellations 7+ days before the rental start date receive a full refund. Within 3-7 days, a 50% refund applies. Within 3 days, no refund is issued. Hosts can cancel anytime but repeated cancellations may affect their listing visibility.

The watch I received doesn't match the listing. What do I do?

Document the discrepancy with photos immediately. Open a dispute from your order detail page within 24 hours of receiving the watch. Our team will review the listing photos against your evidence and can arrange a return with a full refund if the listing was materially inaccurate.

How long does verification take?

Identity verification (KYC) is typically completed within minutes. Watch authentication reviews are processed within 1-3 business days. You'll receive email notifications at each stage.

When do I get paid as a host?

Rental payments are captured when the rental period begins and transferred to your connected Stripe account. Standard Stripe payout timing applies (typically 2-7 business days depending on your country and bank).

What if the client returns the watch late?

Late fees are automatically applied based on the rate you set when creating your listing. The platform sends reminders to the client before the return date. If a watch is significantly overdue (7+ days), we escalate the situation and may involve the security deposit.

How do I extend a rental?

Contact the host through the order messaging system to request an extension. The host can approve or decline. If approved, the additional rental days are charged at the agreed daily rate and the return date is updated.

Is my payment information secure?

All payments are processed through Stripe, which is PCI Level 1 certified. OurWatch never stores your full card details. Security deposits are held as authorization holds, not charges, until they need to be captured.

Dispute Resolution

If you and the other party can't resolve an issue directly:

  1. 1. Open a dispute from your order detail page with photos and a description of the issue
  2. 2. Both parties respond within 48 hours with their side and evidence
  3. 3. OurWatch reviews the evidence and makes a binding decision within 5 business days
  4. 4. Resolution applied — refunds, deposit captures, or other remedies are processed automatically

Can't find what you're looking for? Visit our About page to use the contact form, or email us directly at support@ourwatch.com.