Tentunit Damage Amounts Policy

1) Purpose & Scope

This policy defines how Tentunit evaluates, calculates, and processes damage amounts arising from bookings made on Tentunit. It applies to:

• Landlords (hosts, property managers) requesting compensation, and
  
• Tenants (guests, sub-lessees) who may be liable for damages,
  for all stays transacted through Tentunit Payments in supported regions (US, EEA/UK, and others where Tentunit operates).
  

Tentunit is not an insurer. We facilitate evidence collection, assessment, and payout adjustments through our payment partners as a Limited Payment Collection Agent (LPCA), where permitted by law.

2) Definitions

• Damage: Physical loss or deterioration to the property, fixtures, furniture, or provided items beyond fair wear & tear and not resulting from normal use.
  
• Fair wear & tear: Predictable deterioration from ordinary use over time (e.g., light scuffs, minor carpet flattening, faded paint).
  
• Damage Amount: The reasonable cost to restore an item or area to its pre-stay condition, calculated under Section 7.
  
• Security Deposit: Funds pre-authorized or collected for potential deductions under this policy, where allowed by law and the listing terms.
  
• Material Non-Compliance: Serious breach of house rules or listing terms that results in damage or excessive cleaning (see Section 9).
  

3) Eligibility Criteria

A damage claim is eligible for review if:

1. The booking was completed and paid through Tentunit.
   
2. The Landlord submits a timely claim with complete evidence (Section 4–5).
   
3. The claimed loss is directly attributable to the Tenant or their invitees during the booking period.
   
4. The loss is not excluded under Section 10 (Exclusions).
   

4) Deadlines & Timeline

• Landlord submission window: within 72 hours after check-out/end of term.
  
• Tenant response window: 72 hours from Tentunit’s notice of the claim.
  
• Tentunit review: typically 7–14 days after receiving both sides’ evidence.
  
• Escalation (if unresolved): mediation/arbitration or local courts per Terms of Service (jurisdiction varies by region).
  

Late submissions may be dismissed unless objectively verifiable reasons (e.g., hidden damage discovered later) are provided.

5) Required Evidence (Landlord)

Submit via your dashboard or support channel:

1. Photos/Videos: clear, time-stamped, showing the overall context and close-ups (include a reference object or ruler for scale).
   
2. Before/After Proof: pre-stay condition (listing photos, move-in report) and post-stay condition.
   
3. Documentation: itemized invoices, estimates (≥1 quote; 2 quotes preferred for items > $300/€300), receipts, or professional assessments.
   
4. Ownership/Provision Proof: show the item was part of the listing.
   
5. Incident Narrative: concise description with dates, location in unit, and how damage was identified.
   
6. Supporting policies: relevant house rules (e.g., no-smoking, pet rules).
   

Missing or insufficient evidence may lead to reduction or denial.

6) Tenant Rights & Obligations

• Tenants may accept, dispute, or provide counter-evidence within 72 hours.
  
• Tenants must not perform unilateral repairs without Landlord consent if such repairs compromise quality or evidence preservation.
  
• Where law requires a pre-deduction opportunity to cure, the Tenant may propose a repair using licensed vendors with equivalent quality.
  

7) Damage Amount Calculation Rules

Tentunit uses a consistent, reasoned methodology:

7.1 Repair vs. Replacement

• Repair first: If repair restores function and appearance to a commercially reasonable standard, repair is used.
  
• Replacement: Only when repair is uneconomical or cannot restore usability/safety/appearance.
  

7.2 Depreciation

For items with a useful life, compensation is generally:

Damage Amount = min( Replacement Cost × (Remaining Useful Life / Original Useful Life), Replacement Cost )

• Typical useful life guidelines (illustrative):
  
  • Mattress: 7 years
    
  • Sofa: 8 years
    
  • Dining chair: 6 years
    
  • Small appliance: 5 years
    
  • TV: 5 years
    
  • Cookware/linens: 2–3 years
    
  • Paint (room): 3–5 years (depending on quality/traffic)
    

If age is unknown, Tentunit may assume mid-life depreciation.

7.3 Labor & Call-out

• Licensed professional rates are permitted when appropriate.
  
• Reasonable call-out/diagnostic fees are allowed when customary in the market.
  
• DIY labor is not compensable unless local law mandates otherwise; materials may be.
  

7.4 Cleaning vs Damage

• Excessive cleaning (beyond standard turnover) is compensable at market cleaning rates with time-stamped photos.
  
• Normal turnover cleaning is not damage.
  

7.5 Shipping/Disposal

• Reasonable disposal or shipping fees directly tied to remedying the damage may be included with receipts.
  

7.6 Caps

• Cap at actual, documented loss.
  
• Aggregate deductions may not exceed available security deposit and/or payout offsets unless the Tenant authorizes additional payment or an adjudicator orders it.

8) Security Deposits & Payout Adjustments

• If a security deposit is held, approved damage amounts are first offset against it.
  
• If no deposit or the deposit is insufficient:
  
  • Pre-payout: Tentunit may reduce Landlord payout (where legally permitted).
    
  • Post-payout: Tentunit may offset future payouts or issue a payment request to the Tenant; unresolved amounts move to dispute channels (Section 11).
    

Some jurisdictions prohibit unilateral offsets without court/arbitration; in those regions we require adjudicative approval.

9) Material Non-Compliance (Examples & Schedule)

When a listing’s explicit rule is violated and causes cost:

Category	Example	Typical Basis
Smoking	Smoke odor remediation, ozone treatment	Vendor invoice (hourly + equipment)
Pets (unauthorized)	Deep clean, dander removal, repairs	Cleaning invoice + repair invoices
Party/Over-occupancy	Extra cleaning, broken items	Evidence + invoices
Biohazard	Specialized cleaning	Licensed provider invoice

Note: We do not charge “penalties.” Only documented, reasonable costs are recoverable.

10) Exclusions (Non-Compensable)

• Fair wear & tear (see Section 2).
  
• Cosmetic micro-defects not visible in normal use (e.g., hairline marks).
  
• Pre-existing damage or maintenance issues.
  
• Consequential loss (lost rent, business interruption) unless law or an adjudicator allows it.
  
• Acts of God/Force Majeure (e.g., storm damage) unless linked to Tenant misconduct (e.g., left windows open in storm).

11) Disputes, Mediation & Escalation

If the parties do not agree:

1. Tentunit provides a non-binding assessment based on this policy and the evidence.
   
2. Parties may enter mediation facilitated by Tentunit.
   
3. Failing mediation, the matter follows binding arbitration or competent courts per the governing law in the Terms of Service (EEA/UK: typically Irish/English law subject to consumer protections; US: state law per ToS).
   
4. Where required by law, no deduction occurs absent adjudicative approval.
   

12) Regional Compliance Notes

• EEA/UK: Consumer rights may require transparency, itemization, and proportionality; in some countries deposits must be held in specific schemes—Landlords remain responsible for obeying local tenancy rules.
  
• US: State statutes often set deposit handling, notice periods, and deduction rules; Landlords must follow those in addition to this policy.
  
• If local law conflicts with this policy, local law controls.
  

13) Data & Privacy

• Evidence and personal data are processed under Tentunit’s Privacy Policy and applicable laws (GDPR/UK DPA, CCPA/CPRA, etc.).
  
• We retain claim records only as long as necessary for legal/accounting/compliance purposes.
  

14) Fraud & Misuse

• Submitting falsified evidence, inflated invoices, or staged damage may result in account suspension/termination, report to authorities, and recovery of amounts paid plus administrative costs.

15) Examples 

• Burn mark on laminate countertop; replacement slab cost $420, useful life 10 yrs, age 6 yrs → payable proportion ≈ (4/10) × 420 = $168 + labor if separate.
  
• Red wine on sofa; professional cleaning $120 restores appearance → $120 (repair prevails over replacement).
  
• Broken TV (3-year old, $500 new, 5-year life) → (2/5) × 500 = $200.
  

16) Communications & Templates

• Landlord claim receipt (automated) with checklist of missing items.
  
• Tenant notice with photos, amounts, and reply deadline.
  
• Outcome letter with calculation table (unit prices, labor, depreciation, totals).
  
• Appeal window (e.g., 7 days) before escalation.
  

17) Changes to This Policy

We may update this policy to reflect legal or operational changes. The effective date and revision summary will be posted in the Help Center.

Quick Checklist (Landlords)

• ☐ Submit within 72h
  
• ☐ Before/after photos & video
  
• ☐ Itemized invoices/quotes (2 if > $300/€300)
  
• ☐ Note item age & purchase info (if available)
  
• ☐ Identify violated rule (if any)
  

Quick Checklist (Tenants)

• ☐ Review evidence within 72h
  
• ☐ Provide counter-evidence (move-in photos, messages)
  
• ☐ Propose cure (licensed repair) if permitted by law