Getting your deposit back
What happens after you leave, and where to watch it.
After you give notice, your move-out gets its own page: the current status, the key dates, and a channel to talk to staff about it.
The room is inspected after you leave. Anything deducted is listed as its own line with a reason, and set against your move-in condition report — which is why that report matters so much.
The statement shows the deposit held, each deduction, any unpaid charges netted off, and what is left to return to you. If a deduction looks wrong, raise it on that page within the window shown; that is what the window is for.
A remaining balance is still owed if the deductions come to more than the deposit. The deposit is a security, not a cap.
Once the window closes the amounts are final and can no longer be disputed — but the channel stays open. You can keep asking there while the refund is arranged, and staff reply in the same thread. To answer one message in particular, hover over it (on a phone, press and hold it) and choose Reply; you can react with an emoji the same way.
The stages
| Stage | What is happening |
|---|---|
| Notice filed | Your date is set; the final month is prorated to it. |
| Inspection | The room is checked after you leave. |
| Settled | Deductions and unpaid amounts are worked out; the figure is agreed. |
| Refunded | The money has actually been sent. |
"Settled" and "refunded" are different. A settlement concluding that nothing is returnable is a complete, correct outcome — but it is a zero refund, not a refund. Only "refunded" means money has left.
Deductions
Anything deducted is listed as its own line with a reason, set against your move-in condition report — which is why that report matters so much.
Normal wear is not damage. A room lived in for two years is expected to look lived in.
If a deduction looks wrong
Raise it on that page, within the window shown. That is what the window is for, and it is much easier to resolve while the photographs and the inspector's notes are fresh.
Be specific: which line, and why. "The cleaning charge is unfair" is harder to act on than "the mark on the bedroom wall is in my move-in photos, dated the 3rd".
If you are staying with us at another place
If you have another current or upcoming stay with us, part of your deposit can be put toward what you owe there — rent, the move-in invoice or a charge — instead of being refunded. Your settlement page then says how much went to which place, and anything left is refunded as usual.
If deductions exceed the deposit
A remaining balance is still owed. The deposit is a security, not a cap — it reduces what you owe, it does not limit it.
Equally, unpaid rent or charges from during your tenancy are netted off at this point, which is why a settlement can be smaller than you expected even with no damage at all.
See Deposits.