At the end of an exchange, HomeExchange asks the host if it can release the agreement with the guest, hence cancel the claim for the deposit on the guest account.
If the host disagrees, the host and the guest will need to reach an agreement concerning the deposit and the amount to be charged.
The host has up to 10 days to claim the deposit and justify the reason behind his claim. Note that it is important for the damage to be justified by the host for the deposit to be claimed.
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.
Using a home's deposit: a few examples
I am organizing an exchange in France with Pierre. His apartment requires a deposit of 500 euros. I finalize the exchange and input my bank information while agreeing to be credited for the deposit in the case of damages.
The exchange went well
Example 1: my exchange went well and Pierre was also satisfied. HomeExchange releases the deposit from my bank account. My account will never be credited the 500€.
An item is broken during the exchange
Example 2: I accidentally break a table. Pierre informs HomeExchange and gives proof of the damage, and tells me that 100 euros are needed to repair the table. I accept this sum. HomeExchange credits this amount from my account and releases the rest that I already had on my account.
An item is broken during the exchange and we disagree on the price
Example 3: I accidentally break a table. Pierre informs HomeExchange and gives proof of the damage, and tells me that 100 euros are needed to repair the table.
I do not agree on this price. I have 30 days after the end of the exchange to come to an agreement with Pierre. If we cannot find an agreement, HomeExchange credits the 500 euros and transfers it to a special account until an agreement is reached.
An item is broken and replaced with host's approval during the exchange
Example 4: I break a glass. I inform Pierre and ask him if I can simply replace the glass myself. Pierre agrees with this. When I ask Pierre what he thought of our exchange he says he is satisfied with how it took place and HomeExchange releases the deposit.
In case of housekeeping or items that must be cleaned
Example 5: While we are organizing the exchange Pierre asks me to leave the house clean and wash the laundry since he is providing me with linens and towels. I am not able to do it. I discuss it with Pierre who asks that I pay him 25 euros. I accept to pay. This amount is taken from my deposit. HomeExchange releases the rest of the deposit.
Note: It is important that the guest discusses with the host about every detail of the exchange!
In any case, do not hesitate to contact our team if you have any doubts or questions. We would be delighted to help you.