A Simple Guide to Security Deposits
We want every part of your Cape Town stay to feel straightforward, including the security deposit process.
Before arrival, you may be asked to complete guest verification and choose between a refundable security deposit and a smaller non-refundable damage waiver.
The arrangement differs between properties, so your booking information will confirm exactly what applies to your stay.
Properties Using Truvi
Many of our properties use Truvi, previously known as Superhog, to make guest verification and damage protection secure and convenient.
If Truvi applies to your booking, you will normally receive a secure payment link approximately seven days before arrival.
Simply follow the instructions in the link and complete the required steps before check-in.
Depending on the property, you may be offered one or both of the following options.
Non-Refundable Damage Waiver
The damage waiver is a smaller, non-refundable payment made instead of providing the full refundable security deposit.
It provides protection for eligible accidental damage, subject to the limits, conditions and exclusions displayed during the Truvi process.
The waiver is not returned after your stay.
It does not cover intentional damage, negligence, excessive cleaning, missing items, fines, unauthorised events or other exclusions specified by Truvi.
Refundable Security Deposit
You may instead choose or be required to provide the refundable security deposit specified for the property.
A separate non-refundable administration or processing fee may apply.
The deposit is refundable after departure, provided that no damage, loss or other claim is reported.
The administration or processing fee is not refundable.
Truvi Charges and Currency
Truvi charges are quoted and collected in US dollars (USD).
The amount depends on the property and the option selected.
Your secure payment request will clearly display:
The refundable deposit or non-refundable waiver amount.
Any separate administration or processing fee.
The applicable conditions and exclusions.
You will be able to review everything before making payment.
If your card account uses another currency, your card provider may apply its own exchange rate or international transaction charge.
Properties Not Using Truvi
Not every property uses Truvi.
For these bookings, we will arrange a refundable security deposit with you before arrival.
The amount is specific to the property and is generally R10,000 or more. In many cases, it is equivalent to one night’s rental.
Depending on the booking, the deposit may be arranged through:
Bank transfer.
PayPal.
Credit-card payment or hold.
Another payment method confirmed with you in advance.
For international guests, PayPal may be used where appropriate.
Your booking information will clearly confirm the amount, currency, deadline and payment instructions.
When Will My Deposit Be Returned?
The property will be checked after departure.
Provided that no damage, loss, missing items, excessive cleaning or other charges are identified, the refundable deposit will be released or returned according to the payment method used.
Your booking information or deposit request will explain the expected timeframe.
Please remember that banks, card providers and payment platforms may require additional processing time before the funds become available in your account.
A non-refundable damage waiver and any non-refundable administration or processing fee will not be returned.
What Happens if Something Is Damaged?
We understand that accidents can happen.
Please let us know as soon as possible if something is damaged or broken during your stay. Reporting it promptly helps us manage the situation fairly and efficiently.
If a claim is necessary, you may be asked to provide information about what happened.
The applicable amount may be deducted from the refundable deposit or handled through the relevant damage-protection process.
If the cost exceeds the deposit or protection limit, or is not covered by the selected option, the remaining amount will be the guest’s responsibility.
Taking Care of the Property
We kindly ask guests to:
Treat the property and its contents with care.
Follow the house rules supplied with the booking.
Supervise children and approved visitors.
Report damage, breakages or maintenance concerns promptly.
Avoid unauthorised parties, events or additional guests.
Leave the property in a reasonably clean and orderly condition.
Need Assistance?
If you are unsure which option applies to your booking, please contact us before making payment. We will be happy to explain the process.
Email: book@vacationer.co.za
Phone or WhatsApp: +27 72 478 1838
For the wider conditions of your reservation, please read our Booking Terms & Conditions.