Damage Deposit

The damage deposit is a deposit pre-authorized by the guest to protect against minor damages during  stay. The default amount is $/£500, with a fixed handling fee of 2%.

How does it work? 

• We collect the guest's card details and charge them a small handling fee (2%) to cover our incident resolution services. If any damages occur during their stay, you report them through your Truvi dashboard. See below for our Incident Submission Guide.

Our Resolutions Team will review and assess the damages to determine costs.

Once costs are determined, we will refund the amount to you within 3-5 business days and charge the guest.

You can choose up to what amount you will be protected: $250, $500 or $1000 (or equivalent in your currency).

Pricing Table

Currency	Standard Deposit Amount	Guest Fee (2%)
GBP	500	10
USD	500	10
EUR	500	10
AUD	900	18
CAD	800	16
ZAR	10000	100

Please note that if the deposit amount is adjusted, the guest fee is fixed at 2% and will likewise be adjusted to reflect the change.

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Terms & Conditions

The terms set out here govern the Basic Damage Deposit Service (“Damage Deposit”) provided by Truvi Technologies Ltd (“Truvi”) to Hosts and Guests. These terms may be amended, modified, or updated from time to time at Truvi’s sole discretion. Any changes will be effective immediately upon posting the revised terms on Truvi’s Platforms. It is the Host’s responsibility to review these terms periodically to stay informed of any updates and the Host’s continued use of the Service shall be deemed acceptance of any updated terms.

No future card payments will be charged or taken without us first communicating with the Guest.

1. HOW IT WORKS

   1.1. The Host determines the Damage Deposit amount for a Listing on Truvi’s Platform.

   1.2. A non-refundable Damage Deposit waiver fee advertised to the Guest via Truvi’s Platform - typically 2% of the amount specified by the Host on Truvi’s Platform - will be taken in consideration for the Guest being exempted from the need to provide an up-front damage deposit. Through this the Guest is agreeing to an amount up to the Deposit amount on the Listing to be taken from their card later against the cost of any Guest Misconduct and/or Property Damage which may be caused during the Booking.

   1.3. If the Host reports any Property Damage after the Guest has checked out, Truvi shall determine the Guest’s liability via its Adjudication Service. The Deposit amount shall only be charged either in full or partially once the Truvi Adjudication Service has been completed and the amount of Property Damage caused by the Guest has been determined.

2. COLLECTION OF DEPOSITS AND HANDLING FEES

   2.1. When a Guest selects the Damage Deposit Service, Truvi will require the Guest to provide their card details for a pre-approval process.

   2.2. If the Guest is deemed liable for the damages by the Truvi Adjudication Service, the pre-approved card will be charged accordingly. Truvi will not charge any amount to the pre-approved card without informing the Guest of any incident raised by the Host against the Guest and concluding the Truvi Adjudication Service process.

   2.3. The Booking will be assigned a Status of:

   2.3.1. “Confirmed”: The Guest has paid the Handling Fee; or

   2.3.2. “Not Started”: The Guest has not yet completed the payment.

   2.4. To avoid payment failure, the Guest is required to ensure:

   2.4.1. there are sufficient funds available to make the Payments; and

   2.4.2. the payment card will remain valid for at least 30 days after the Guest’s scheduled check-out date.

3. REPORTING DAMAGES

   3.1. The Host must declare Property Damage to Truvi within 14 days of the Guest’s check-out date, and thereafter present all requested evidence within 7 days of declaration of Property Damage, which may include:

   3.1.1. timestamped photographs immediately before and after the Booking showing the Property Damage;

   3.1.2. formal police reports of the event (as appropriate);

   3.1.3. original invoices;

   3.1.4. quotation(s) or estimate for replacement/repair; and

   3.1.5. submission of the Host’s or the owner’s own home valid insurance schedule for the Property.

4. TRUVI ADJUDICATION SERVICE

   4.1. The Host and the Guest will be given an opportunity to submit relevant evidence to the Truvi Adjudication Service before a finding is made.

   4.2. To quantify the Guest’s liability, Truvi may take into account certain factors including but not limited to the following:

   4.2.1. the cost of rebuilding or repairing the Property Damage to a condition equal to but not better or more extensive than the condition at the start of the Booking;

   4.2.2. depreciation based on the expected lifetime of the item(s) within a rental environment, that has suffered Property Damage; and/or

   4.2.3. any financial contribution which has been made towards the Property Damage by the Guest and/or any third party, including from the sale of any item which has suffered Property Damage.

   4.3. The Host and the Guest acknowledge and agree that the decision of the Truvi Adjudication Service is final and binding upon them and constitutes final determination of any Charges due and payable by the Guest in respect of the Booking.

   4.4. This does not impact the right of the Host or the Guest to bring independent legal proceedings in respect of a Booking should they wish to challenge the final decision of the Truvi Adjudication Service.

5. PROCESSING DEPOSITS

   5.1. For the avoidance of doubt, the Handling Fee is non-refundable and shall be retained by Truvi. Except in circumstances where the Booking is cancelled by the Host or Guest, then the Handling Fee will be automatically refunded.

   5.2. In the event Property Damage is found to have occurred (determined at Truvi’s sole discretion via the Truvi Adjudication Service), Truvi will request some or all of the Damage Deposit to satisfy the Guest’s liability.

6. LIMITATIONS AND EXCLUSIONS

   6.1. The Damage Deposit covers the Host for Accidental Damage, Malicious Damage and Theft to the Property and/or its Contents caused by the Guest (herein referred to as “Property Damage” under these terms). It also covers any fees associated with the Property Damage to, at or in the Property during the Booking which was caused by the Guest’s own action or inaction and related to Guest Misconduct in accordance with these terms.

   6.2. The Damage Deposit shall not be used to cover any loss of income or pet damage (other than a service animal).

   6.3. The Guest remains liable for any pet damage (other than a service animal).

7. DAMAGE IN EXCESS OF DAMAGE DEPOSIT

   7.1. In the event that the Property Damage exceeds the maximum value of the Damage Deposit (as mentioned in the Listing), such damage shall not be protected under these terms.

8. CHARGE RECOVERY

   8.1. Where the relevant Truvi Service Terms and Conditions permit, Truvi may offer to purchase any Charges from the Host as a debt.

   8.2. Where this offer is accepted by the Host, the Host and the Guest agree that the Charges due and payable by the Guest shall be assigned to Truvi and Truvi’s account and that Truvi may take ownership of the recovery process and may pursue the Guest in respect of the Charges in its own right.

9. HOST OBLIGATIONS

   9.1. The Host shall undertake the duty to introduce and prominently display the details of the Screening Service to Guests in appropriate locations, including by reference to Truvi’s Privacy Policy. These locations may include the property listing itself or the Host’s official website.

10. HOST WARRANTY

    10.1. Host agrees and warrants that they:

    10.1.1. have permission from the owner of the Property or any relevant third party involved in the facilitation of the Booking to utilise Damage Deposit.

    10.1.2. will not charge Guests a separate or additional deposit where Basic Damage Deposit has been selected.

    10.1.3. will not chase the Guest for any payment covered by Basic Damage Deposit, and if they receive any payment, will notify Truvi immediately, hold that payment on trust for Truvi and make payment to the account nominated in writing by Truvi.

11. BANKING AND CURRENCY EXCHANGE RELATED FEES

    11.1. The Guest is responsible for:

    11.1.1. ensuring that payments of the correct value are made; and

    11.1.2. any fees that their bank or payment card provider may impose in relation to the payment, including and financial currency exchange related fees.

    11.2. If the Guest makes a Payment from an account or payment card which has a base currency different to that in which the payment is due, the bank may add their fees to any Damage Deposit or Handling Fee. The Guest is responsible for any such shortfall or fees.

12. GENERAL

    12.1. These terms and any dispute or claim (including non-contractual disputes or claims) arising out of or in connection with it or its subject matter or formation shall be governed by and construed in accordance with the laws of England and Wales. The Host agrees to submit to the exclusive jurisdiction of the English courts.

    12.2. The unenforceability or invalidity of any clause in these terms shall not have an impact on the enforceability or validity of any other clause.

    12.3. Notices under these terms will be in writing and delivered by email. Any notice sent by email will be deemed received eight hours after the email is sent, unless or in the event notification of non-delivery is received.

 

APPENDIX

INTERPRETATION

1. The definitions and rules of interpretation which apply in this agreement:

“Accidental Damage” means unforeseen and unintentional damage to any Property, its fixtures and/or fittings, or its Contents caused by a Guest during a Booking.  For the avoidance of doubt, this does not include wilful or deliberate action or inaction, Cosmetic Damage, Wear and Tear or Acts of Nature;

“Acts of Nature” means (but is not limited to) earthquakes and weather-related events such as hurricanes and tornadoes;

“Booking” means a confirmed stay that has been submitted to Truvi;

“Cancelled” means any Bookings which are cancelled before the Guest checks in and subsequently notified to Truvi by the Host;

“Charges” means any lawful charges levied against the Guest in respect of their use of the Property during the Booking;

“Chargeback” means a charge that is returned to a payment card after a customer successfully disputes an item on their account statement or transactions report.  A chargeback may occur on either debit cards (and the underlying bank account) or credit cards;

“Contents” means household goods and other personal property contained within a Listing, including art, antiques and collectable items.  For the avoidance of doubt, this does not include:

1. animals including pets and livestock;
2. currency, cheques, credit cards, postal orders, travellers’ cheques, money orders, crossed bankers’ drafts, current postage stamps, gift vouchers or tokens, customer redemption vouchers, travel tickets precious metal in bullion form, notes or securities
3. jewellery, watches, gemstones, handbags, furs,

unless in the case of b) and c) above, the items are stored in a locked safe inaccessible to Guests;

“Cosmetic Damage” means damage that does not impact the likelihood of a Property receiving a Booking, or adversely impact the functionality of the Property’s fixtures and/or fittings, or its Contents.  By way of example (but not limited to) damage that consists solely of scratches, scuffs, marks or dents;

“Damage Deposit” means an agreement whereby an actual or virtual payment, up to an amount determined by a Host, is made by a Guest in the event of Property Damage;

“Deposit Management Service” means deposit or waiver Services provided by Truvi, which can be purchased either by the Host or the Guest to protect a Booking;

“Fees” means the charges or costs associated with completed transactions.

“Group Company” means a parent, subsidiary or related company of Truvi;

“Guest” means both the lead guest who makes a Booking and any accompanying occupants;

“Guest Agreement” means the governing terms in place between the Guest, the Host and Truvi;

“Guest Misconduct” means improper behaviour by the Guest including but not limited to breach of Property house rules and/or code of conduct, and unpaid Bookings;

“Handling Fee” refers to a fee applied to cover any handling charges and authenticates the payment card for Damage Deposit.

“Home Standards” refers to a set of standards and best practices that ensures a Listing is safe, fully functional and as advertised, including but not limited to:

1. appropriate sleeping areas, hot and cold running water, and a functional sewage system;
2. adequate protection of the property, including locks and/or other security devices (as appropriate); and
3. functioning utilities, such as Wi-Fi, air conditioning and heating (as advertised);

“Host” means an approved accommodation property advertiser who is advertising approved Listings on a recognised STR Platform;

“Listing” (also “Property”) means any residential property (including but not limited to campervans, boats, mobile homes, and any other impermanent structures), which a Host has the legal and/or contractual right to offer to Guests and which complies with Home Standards;

“Malicious Damage” means anything that is not Accidental Damage;

“Platform” means any digital interface through which Truvi provides its Services;

“Property” see “Listing” definition;

“Property Damage” means the damage caused to any Property, its fixtures and/or fittings, or its Contents, caused by the actions or inactions, whether accidental, deliberate or otherwise, of a Guest (or any accompanying occupants) during a Booking.  For the avoidance of doubt, this does not include Cosmetic Damage and/or Wear and Tear;

“Theft” means intentional stealing by a Guest from the Property during a Booking, as well as stealing that has occurred due to the actions and/or inactions of a Guest. For an incident of Theft to be raised under these terms, the Host must submit to Truvi proof of the existence of the Content in the Property before the Booking (such as timestamped pictures or invoices) and proof of the absence of the Content during or after the Booking (such as videos or timestamped pictures). Truvi also requires the Host to file a police report and submit that as evidence to Truvi. In cases where the Guest is not the alleged thief but is presumably at fault due to negligence, the same evidence mentioned above is required, along with proof that the Guest agreed to take preventive measures. In certain circumstances, Truvi may require the Host to make an insurance claim before any Payment under these terms for an incident involving Theft can be considered.

“Truvi” (also the “Company”) means Truvi Limited and/or any Group Company. Truvi shall also mean Truvi.com and any other Truvi branded websites, web pages, mobile websites (collectively, the “Site”), and any mobile applications (the “App”) owned and or operated by Truvi;

“Truvi Adjudication Service” means a mechanism used by Truvi to resolve Property Damage related disputes between Hosts and Guests;

“Verification” means the protocols and processes performed by Truvi in order to allocate a status to any Booking, can also be referred to as “Screening”;

“Wear and Tear” means the type of gradual deterioration to a Property’s fixtures and/or fittings, or its Contents which could reasonably be expected through normal usage over time.

1. Clause, schedule and paragraph headings shall not affect the interpretation of this addendum.
2. A reference to a company shall include any company, corporation or other body corporate, wherever and however incorporated or established.
3. Unless the context otherwise requires, words in the singular shall include the plural and, in the plural, shall include the singular.