When we collect a deposit, we don’t actually charge your card or withdraw any funds. Instead, the amount is simply held as a preauthorisation by our secure payment processor (STRIPE). The money never reaches our bank account unless a claim is made in line with our Terms and Conditions.

The method we use is called pre-authorisation — simply put, it's a temporary hold on the funds, not an actual charge.

Once the pre-authorisation is cancelled, the held amount is released back to your account — this is known as a preauthorisation reversal. Since the funds were never actually charged, it won’t appear as a payment or refund on your statement. After you check out, we cancel the hold directly through our STRIPE control panel. A pre-authorisation can also be released automatically by your bank if no action is taken, typically after a set period determined by your card issuer. Both the cardholder and the merchant have the ability to cancel the hold.

For stays of 7 nights or more, we collect the full deposit upfront, as pre-authorisations can
expire over longer periods. This deposit is fully refundable after check-out, provided the property is
left in good condition.

In the event that we need to charge for damages, we will only charge up to the value of the deposit. Your statement will reflect the amount charged, not the original deposit hold.

For example, if your security deposit is £150 and there is £50 worth of damage, only £50 will be charged to your card. The remaining £100 will be automatically released, so your statement will only show the £50 transaction — not the full deposit amount.

A receipt confirming the transaction will be sent to your email as proof.
If you don’t receive it, you’re welcome to request a copy at any time.

Our payment processor: