There are two ways we process damage deposits, depending on how you booked and paid for your stay:
- If you booked and paid online through our platform:
When you book, we tell you the maximum damage claim the owner can make. We save your payment details securely, but we don’t charge your card.
Within 10 days of your checkout, if the owner believes the property was damaged, they can raise a claim. If you accept the claim, your card will be charged; if not, we can step in to help you reach a resolution. Either way, we’ll keep you updated via email.
- If you booked and paid through our platform and your damage deposit was collected upfront:
In some cases, we collect your damage deposit when you book as part of the total balance. If the owner doesn’t report damage within 10 days of your checkout, we’ll return your deposit.
If the owner does report damage, your deposit will be placed on hold. If their claim is successful, we’ll deduct the cost from your deposit before returning the remainder. Again, we’ll keep you updated via email every step of the way.
What if my original payment method is no longer available?
If your card has expired/been renewed or you’ve switched to a new account but remained with the same bank within the last 6 months, the damage deposit refund should be processed as normal.
Note: If you’ve closed your account and moved to another bank please contact us with your new details in order to process your refund.
What should I do if the owner raises a claim?
If you paid a damage deposit at the time of booking, your damage deposit will be placed on hold and you will be notified via email. If the damage deposit wasn’t collected at the time of booking, you will receive an email to notify you of the claim but no funds will be charged until the claim is closed.
- Go to your rental inbox to see the claim details.
- If you agree with the requested amount, all you need to do is click Accept and the owner will be notified that you accepted the claim. If the request is for part of the damage deposit amount, you will only be charged the requested amount.
- If you disagree with the claim or requested amount, click Disagree and send a message to the owner describing why you can’t accept the claim.
What if the owner and I can’t reach an agreement?
If you can’t reach an agreement with the owner, try the following before escalating your claim:
- Ask them for evidence of the damage, if you haven’t done so already
- Ask for copy of any receipts for replaced damaged items. If you’ve got any evidence supporting your argument, send it to the owner
If nothing else works, contact us for further advice. Make sure that you send us any supporting evidence you’ve collected.
Please note: once the claim is escalated to us, we will make a decision based on the evidence and information we’ve collected from both parties. By passing the dispute to us, you are agreeing that our decision will be final.
If the property owner/manager is holding the damage deposit
The property owner/manager who you booked with is responsible for any repayments of your damage deposit.
Ask them directly if you’d like to know how your damage deposit will be refunded. Your booking contract might outline a timeframe for refunding your deposit.