Security Deposit Policy

Last updated: 14 April 2026  ·  For Guests & Vendors

1 What Is a Security Deposit

A security deposit is a refundable amount collected by the vendor at the time of check-in. It is held as financial security against any damage caused to the property or its contents during the guest's stay. The deposit is not a payment for the stay — it is returned in full to the guest at checkout provided the property is left in good condition.

2 Deposit Amount

The security deposit amount is set individually by each vendor at the time of creating or managing their property listing. The amount varies by property and is displayed on the property listing page prior to booking. Guests are advised to review the security deposit amount before confirming a reservation.

Wenjoy does not set, standardise, or cap the security deposit amount. The deposit is entirely at the vendor's discretion within reasonable and lawful limits.

3 How the Deposit Is Collected

The security deposit is collected in cash directly by the vendor at the property upon check-in. It is not charged online or through the Wenjoy payment gateway. Guests should arrive at the property prepared to pay the security deposit in cash if one has been specified in the listing.

Vendors must issue a written or verbal acknowledgement of the deposit received. Guests are encouraged to request a receipt or written confirmation of the deposit amount at check-in.

4 Property Inspection at Check-in

Guests are strongly advised to conduct a brief inspection of the property at check-in and to immediately report any pre-existing damage or issues to the vendor before settling in. This protects the guest from being held liable for damage that existed prior to their arrival.

Failure to report pre-existing damage at check-in may result in the guest being held responsible for it upon checkout.

5 Deposit Return at Checkout

At the time of checkout, the vendor will inspect the property to assess its condition. If no damage is found beyond normal wear and tear, the full deposit will be returned to the guest at checkout.

Normal wear and tear (minor scuffs, light marks from regular use) is not considered damage and does not justify any deduction from the deposit.

6 Deductions from the Deposit

The vendor may deduct an amount from the security deposit to cover:

• Damage to the property, furniture, fixtures, or fittings caused by the guest beyond normal wear and tear.
• Missing items listed in the property inventory.
• Excessive cleaning required beyond standard post-stay cleaning (e.g., due to smoking in a non-smoking property or significant mess).
• Any other costs agreed upon or outlined in the vendor's property rules.

The vendor must be able to provide evidence of any damage claimed (e.g., photographs, receipts for repairs) if requested.

7 Undecided Damage Costs

If the cost of damage cannot be determined immediately at checkout (for example, if a repair quote is required or an assessment is pending), the vendor may withhold the security deposit for up to 3 days while the damage cost is established.

Once the accurate cost has been determined:

• Any amount owed to the vendor for damage will be deducted from the deposit.
• The remaining balance will be returned to the guest within 3 days of the final damage assessment.

8 Damage Exceeding the Deposit

If the cost of damage caused by a guest exceeds the security deposit amount, the vendor has the right to seek the remaining amount directly from the guest. In such cases, the vendor should first attempt to resolve the matter amicably with the guest.

If a resolution cannot be reached, the vendor may pursue the matter through the appropriate legal channels under UAE law. Wenjoy may provide available booking information to assist with any such legal process but does not act as a financial guarantor beyond the security deposit amount.

9 Disputes Regarding the Security Deposit

If a guest believes the security deposit has been unfairly withheld or that unjustified deductions have been made, they should:

1. First attempt to resolve the matter directly with the vendor.
2. If unresolved, contact Wenjoy at support@wenjoy.ae within 7 days of checkout, including the booking reference, a description of the dispute, and any supporting evidence (photos, messages).

Wenjoy will review the dispute and provide its assessment within 5 business days. While Wenjoy will make every effort to assist in resolving the dispute, please note that as security deposits are handled offline in cash between the guest and the vendor, Wenjoy's role is that of a mediator and not a financial arbiter.

10 Vendor Obligations

Vendors who collect security deposits are obligated to:

• Disclose the deposit amount clearly in their property listing.
• Collect the deposit only at check-in and not in advance.
• Return the deposit promptly at checkout if no damage has occurred.
• Provide clear justification and evidence for any deductions made.
• Comply with all applicable UAE laws regarding security deposits and short-term rental agreements.

Vendors who abuse the security deposit process may have their listings suspended or removed from the platform.

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