Security Deposit Guide

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

For customers

Deposit charge

A €400 security deposit is charged at the time of booking. The deposit is processed by Stripe and is used only to cover eligible damage, loss, or violations during the rental.

Why it’s charged (not just held)

Stripe allows card holds for about 7 days. Because rentals often exceed that window, the deposit is captured (charged) at booking and later refunded.

Refund timing

We initiate the deposit refund 2 days after the rental ends if no issues are reported. Your bank or card network then returns the funds, which typically appear in 2–7 business days (first-time refunds can take a bit longer depending on your bank).

If an issue occurs

Contact the owner immediately. You and the owner should complete the deposit claim together using the Security Deposit Claim Form and email it to deposit@roofwander.com with the subject “Deposit Claim – [Order ID]”.

For providers (owners)

Submitting a claim

If there is damage, loss, or a policy violation, submit a claim within 2 days after the rental ends. Include clear, date-stamped photos or video, receipts/quotes/invoices, and a short description of what happened and the estimated cost. You’ll also receive an email at rental start with a claim link.

How to submit

Complete the Security Deposit Claim Form.
Attach the evidence and a brief summary.
Email everything to deposit@roofwander.com using the subject “Deposit Claim – [Order ID]”.

Claim review

Once a claim is submitted, the deposit is held during review. The RoofWander team evaluates the evidence and may approve, partially approve, or decline the claim. If approved, the approved amount is deducted from the deposit and any remainder is refunded to the customer. If costs exceed the deposit, the renter remains responsible under the Terms of Service.

Withdrawing a claim

To withdraw a claim, email deposit@roofwander.com. The deposit will then be refunded in full to the customer.

Dispute handling

Disputes are handled manually by the RoofWander team in the Sharetribe Console. Decisions are based on the submitted evidence from both sides and made at the sole discretion of RoofWander.

Need general help? hello@roofwander.com