Check-out and the caution deposit
How to release a caution deposit or raise a dispute
The short answer
If all is fine, give the deposit back. If something was damaged, raise a dispute with proof. Our team decides.
Step by step
Step 1: Open the booking and find "Caution deposit".
A caution deposit is money the guest pays in case something gets damaged. After check-out, it says "Deposit to settle".
Step 2: Press "Approve full refund" if all is fine.
A box asks "Release the whole deposit?". Press "Release deposit".
Good to know: After you release it, you cannot raise a dispute about this stay.
Step 3: Press "Raise a dispute" if something was damaged or is missing.
A form opens: "Raise a dispute about the deposit".
Step 4: Type the "Amount to keep (up to ₦X)".
It must be more than ₦0. It cannot be more than the deposit.
Step 5: Write "What happened".
Say what was damaged or missing, and how you worked out the amount. Write 10 to 2,000 characters. That is one sentence to about a page.
Step 6: Add "Evidence (optional)", then press "Raise dispute".
Photos, videos and PDFs help our team decide. You can add up to 30 files.
Step 7: Reply while the dispute is open.
Use "Reply" and "Add evidence". The guest and our team see your messages.
Do it now
Who decides
Nothing is kept until our team decides. They read both sides.
They decide how much you keep, from nothing up to the whole deposit. The rest goes back to the guest.
The part you keep is added to your payout. If you were already paid, we send it as a further payment.
You get an email: "The caution dispute on booking #[number] has been decided".
The 14-day point
Your guest can ask our team for the deposit 14 days (two weeks) after check-out. They can only ask if you have not settled it.
You get an email: "[guest name] asks for their caution deposit back (booking #[number])".
Our team may then give it back, unless you raise a dispute first.
Good to know
- You can only release the whole deposit. To keep part of it, raise a dispute.
- Only one dispute can be open on a booking.
- There is no set deadline to raise a dispute. But remember the 14-day point.
Messages you might see
| The message | What to do |
|---|---|
| The message"The amount cannot be more than the caution deposit." | What to doType a smaller amount. |
| The message"There is already an open dispute on this booking." | What to doReply in the dispute that is open. |
Questions people ask
Can I keep the deposit without a dispute?
No. Nothing is kept until our team decides.
Can I give back only part of the deposit?
No. You release all of it, or raise a dispute for the part you want to keep.
How long does our team take to decide?
There is no fixed time. Clear photos and a clear story help them decide.
Who sends the deposit back to the guest?
The Cabans team sends the refund and emails the guest. It reaches them within 14 days (two weeks), usually in about 5.
Read next
- Check-out and the caution depositHow to confirm check-out and add condition photosWhen your guest leaves, check the home. Add photos if you like. Then press "Confirm check-out".
- Your team and moneyHow to see your earnings and payoutsOpen "Earnings". It shows what each stay earned and what we pay you. We pay you 7 days after check-out, or sooner.
- Host Academy · lesson 1How a Cabans booking works, start to finishA guest picks dates and pays. You say yes, or instant book says yes for you. You welcome them, they leave, you settle the deposit, and we pay you.
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