Security Deposit Guide

Whether you're renting out your rooftop tent or booking one, understanding the security deposit process is crucial. This guide explains how security deposits work on RoofWander, so both customers and providers know what to expect.

1 For Customers: Security Deposit Process

1.1 Deposit Charge

A €400 security deposit is charged at the time of booking. The deposit is held by Stripe and is used to cover potential damage, theft, or violations during the rental period.

1.2 Why Is It Charged?

The deposit is not just pre-authorized; it is actually charged because Stripe only allows a 7-day hold on funds. After 7 days, the amount must be either captured or refunded.

1.3 Refund Process

The €400 deposit is released 2 days after the rental ends, provided no issues are reported. While we initiate the refund at that point, the actual transfer may take up to 7 days to appear in your account—especially for first-time users. Future refunds are usually processed faster.

1.4 Notifications

You’ll receive an email when your deposit is charged and refunded. If there are any issues or claims, we will contact you for further information.

2. For Providers: Handling Security Deposits

2.1 Submitting a Claim

If there is damage, theft, or any violation of rental terms, you can submit a claim against the deposit within 2 days of the rental ending. Claims must be supported with clear, date-stamped photos, invoices, or any relevant documentation.

2.2 How to Submit a Claim

• Complete the Security Deposit Claim Form. https://docs.google.com/document/d/1M9zgGMMZ27GZr0jU33TUsJEgFpy3MWTQHjXLrTxLlQU/edit?tab=t.0
• Attach evidence such as photos or quotes.
• Send the form and evidence to roofwanderdeposit@gmail.com with the subject line: "Deposit Claim – [Booking ID]".

2.3 Claim Review

Once a claim is submitted, the deposit is temporarily held during the review process. The RoofWander team will review the evidence and decide whether to approve, partially approve, or decline the claim. If the claim is approved, the appropriate amount is deducted from the deposit before the remaining balance is refunded to the customer.

3. Security Deposit Disputes & Withdrawals

3.1 Withdrawing a Claim

If you no longer wish to proceed with a claim, simply email us at roofwanderdeposit@gmail.com to withdraw the claim. The deposit will be refunded in full to the customer, with no deductions.

3.2 Manual Dispute Handling

Disputes are handled manually by the RoofWander team via Sharetribe’s Console. All decisions are based on the evidence provided by both parties and are made at the sole discretion of the RoofWander team.