When the exchange is over, the host has up to 10 days from the exchange end to to decide if he wants to keep the deposit or return the deposit.
If all was ok and there are no damages, the host will release/return the deposit.
If the hosts notices a damage, they will click on the "keep deposit" and start the deposit process.
The host has up to 10 days from the exchange end to keep the deposit and contact us with the photos and send us the estimate for the damages.
In cases where problems occur, we suggest that the host contacts the guest before contacting HomeExchange. Once the claim on the deposit is received, HomeExchange will let the guest know and will act as a trusted third party, providing a framework of negotiation in case of dispute.
Once informed about the situation, the guest has 10 days to give HomeExchange his consent or to express his disagreement. If the guest and the host reach an agreement, the amount of deposit they agreed on will be charged from the guest bank account and transferred to the host bank account. The rest of the deposit, which was never debited by HomeExchange, is returned to the guest. Precisely, the claim HomeExchange holds on the remainder of the deposit is released.
The guest is informed about the host’s claim on the deposit and he expresses his disagreement. The guest and the host need to reach an agreement. If an agreement is not reached within 30 days after the end of the stay, the deposit will be charged and transferred to a special account until a decision is made whether negotiated or judicial.
Does HomeExchange intervene as an arbitrator if there is a conflict between the guest and the host?
No, HomeExchange's role is limited to being a trusted third party for the deposit funds and to provide a framework for negotiations in case of litigation.
In any case, do not hesitate to contact our team if you have any doubts or questions. We would be delighted to help you.