IMPORTANT INFORMATION ABOUT YOUR DEPOSIt
When we collect a deposit from you we don’t physically charge the card and take the money out. The payment will never go to our bank account, it is put on a charge/hold via our payment processor (Stripe).
unless you have booked 10 nights or more, then we collect a full deposit and refund upon check out.
The method we use is called pre-authorisation or in simply put a hold on it.
Once we cancel the payment, it just goes back to normal and doesn’t even show like it’s been taken because it never was.
Once you check-out we just return the payment from our Stripe Control Panel, we just cancel the pre-authorisation, like in the screenshot below:
It can take 5-10 days to appear on your statement, if it takes longer please contact your bank for assistance.
In the case of a reversal, you won’t see a refund credit on your statement – you will just see the original authorisation drop off their statement entirely after a few days.
There will be no payment and no refund. It’ll appear as if the whole transaction never happened as that is how pre-auth or pending charges work.
Your bank should be able to confirm this for you. Depending on your banking card issuer, the original charge should have disappeared after 5 – 10 days.
Once you’ve checked out, we do cancel the pre-authorisation on the card and once it’s cancelled, It is cancelled and already on its way back to your card.
WE CAN NOT INCREASE THE SPEED OF THIS PROCESS.
You can double-check by checking your bank statements and trying to find our name/deposit on your banking statements.
See image guides below:
If the case arises that we have to charge you for damage then we will charge our amount and return the rest to your card. This will only show the amount we charged on your card and not the deposit amount.
For example, if we charged you a £150 security deposit, and you caused £50 worth of damage, your card/statements will show £50 taken out of your card not £150 as the £100 will be returned automatically.
We will send a receipt for confirmation to your email for proof of refund.
If you didn’t receive one you can always request one again.
Our payment processor:
PLEASE NOTE
Once you’ve checked out, we do cancel the pre-authorisation on the card and once it’s cancelled, It is cancelled and already on its way back to your card.
WE CANNOT INCREASE THE SPEED OF THIS PROCESS.
Please don’t continually harass our staff, phone lines every day or send us multiple emails, texts as we’ve already explained above, sometimes it’s instant or sometimes this takes 5-10 days depending on who you bank with.
See the screenshot below; where a customer kept chasing us when in actual fact he only had to wait a few hours & the deposit was already back in his account.
WHY WE CHARGE A DEPOSIT
Running a small business is hard enough, but even harder when some people loose respect and damage our apartments.
This is the reason why we have Security Deposits in place:
– Smashed Walls
– Broken Sofas
– Broken TV
– Stolen Items
– Drink Stains all over walls
– Burns from Smoking/Shisha
& the list goes on
The deposit is fully returned upon checkout as long as there is no damage to the apartment when you leave!
NOTE: Regular customers do not need to pay a deposit