If your total costs exceed the amount held in the security deposit, our Customer Support team is here to help you process the additional balance. To ensure a smooth process, first identify which type of fee you are claiming:
Reservation Overages (Expected): These are fees that can be reasonably expected and accounted for based on your listing's "House Rules". This can include cleaning fees, late return fees, or pre-agreed charges (mileage or generator overages).
Note: Mileage and generator overages can also be handled automatically via the in-app Digital Key Exchange.
Post-trip charges (Unexpected): These are costs discovered after the return, such as road tolls, parking tickets, or missing equipment.
Note: Before Customer Support can assist with any manual charge, the Digital Rental Contract must be signed by both the Host and the Guest within the Outdoorsy app during the key exchange.
Follow these steps to request an additional payment:
Claim the Full Deposit: Go to your Bookings page, select the reservation, and use the Collect charges button to claim the entire security deposit amount first.
- Message the Guest: You must message the Guest through the Outdoorsy platform. Clearly explain the reason for the additional costs and the exact total amount still owed so they are aware of the upcoming charge.
- Contact Support: Email support@outdoorsy.com with your documentation. This must include copies of official bills, tickets, or repair estimates that explicitly state the total cost and nature of the expense.
Once our team verifies the documentation and confirms the Guest has been notified, we will process the additional charge directly to the Guest’s payment method on file.
Important
Based on feedback from the Outdoorsy community, we recently updated the process for collecting from the security deposit.
- The security deposit will auto-release if no damage claim is filed and no charges are made against the security deposit within 7 days after the trip. No action is needed by the Host.
- If a damage claim has been filed before the security deposit has been released, the security deposit will be retained for at least 30 days instead of 7. Please advise your Claims adjuster that there are additional fees that you would like to collect from the Guest.