In short: the deposit is fully refundable. We inspect the den within 24 hours of check-out. If nothing is wrong, we refund the full deposit within 7 days. If we need to deduct anything, we tell you within 48 hours with an itemised list and photos, and refund the rest. You have 3 days to question any deduction.
1. When it's collected
- Dens that require a security deposit show the amount on the den page and in the payment summary before you pay.
- The deposit is collected together with your booking payment through PayMongo, as a separate line item. It is not a rental charge and is not applied to your rent.
- From payment until the deposit is settled, your booking page shows its status: held until after check-out, released / returned, or kept by property.
2. What the deposit covers
We may deduct from the deposit only for costs caused during your stay by you, your guests or visitors, such as:
- damage to the den, furniture, fixtures, appliances or building common areas, beyond normal wear and tear;
- missing items (keys, remotes, linens, kitchenware, decor);
- cleaning beyond normal turnover, including after smoking, pets, spills or parties;
- breaches of the house rules that carry a stated charge, such as unregistered guests or late check-out;
- any fees or fines charged to us by the building or subdivision administration because of your stay; and
- any unpaid balance or add-ons you agreed to during your stay.
Normal wear and tear is never charged — for example light scuffs, minor wear on linens from ordinary use, or items that fail from age.
3. Check-out inspection
- We inspect the den within 24 hours after check-out, before the next guest arrives.
- Any issue we find is documented with date-stamped photos or video. Where it helps, we compare against our pre-arrival photos of the den.
- Please report anything that was already damaged or not working as soon as you arrive — a message with a photo is enough. Issues reported at check-in will not be charged to you.
- You are welcome to do a walk-through with us at check-out if you arrange it in advance.
4. Schedule of charges
To keep deductions fair and predictable, we use the following standard charges. Where an item says "actual cost", we charge only the real repair or replacement cost, supported by a receipt or quotation, which we'll share on request.
| Item | Charge |
|---|---|
| Lost key, key card or remote | ₱500 per item |
| Smoking or vaping inside the unit | ₱3,000 deep-cleaning and odour-removal fee |
| Excessive cleaning (beyond normal use) | ₱1,000 |
| Stained or damaged linens, towels or pillows | ₱500 per piece, or replacement cost |
| Unregistered guests or visitors | ₱500 per person, per night |
| Late check-out without approval | ₱300 per hour |
| Pets brought into the unit | ₱2,000 cleaning fee |
| Broken, damaged or missing items and fixtures | Actual repair or replacement cost |
| Wall damage (nails, tape, adhesives, marks) | Actual repair and repainting cost |
Charges not listed are assessed at actual cost. We never deduct more than the documented loss.
5. Refund timeline
- No issues found: we release your full deposit within 7 days after check-out.
- Deductions needed: we message you within 48 hours of check-out with an itemised list, photos, and the amount to be refunded. The remaining balance is refunded within 7 days of check-out, or within 7 days of resolving any dispute.
- Refunds go back to your original payment method through PayMongo. After we send it, the time it takes to appear depends on your bank or e-wallet and can take several banking days.
You can check the status at any time on your booking page. If you haven't received your refund after the stated period, please contact us with your booking code.
6. If you cancel
If you cancel before check-in, your deposit is included in your cancellation refund, together with any refundable rent, as described in the cancellation terms. PayMongo's non-refundable processing fee is deducted once from the total refund. The deposit is never used as a cancellation fee.
7. Questioning a deduction
- If you disagree with a deduction, reply within 3 days of our notice, with any photos or explanation you have.
- We will review it in good faith and respond within 3 days. If we agree, we refund the amount in question.
- Any undisputed portion of your deposit is refunded on schedule — we won't hold the whole deposit while a single item is discussed.
- If we still can't agree, you may raise the matter with the Department of Trade and Industry (DTI) or pursue other remedies available under Philippine law.
8. Costs above the deposit
If the cost of damage or loss is more than the deposit, we will send you the itemised amount with supporting photos and receipts, and you agree to pay the difference within 7 days. Serious damage, theft or illegal activity may also be reported to the building administration or authorities.
9. Getting your full deposit back
- Report any existing damage or faults when you arrive.
- Follow the house rules — no smoking, no pets, only registered guests.
- Return all keys, cards and remotes, and check out on time.
- Leave the den reasonably tidy: trash in bins, dishes rinsed, appliances off.
- Tell us right away if something breaks. Accidents happen, and it's easier to sort out quickly.
10. Contact
This policy forms part of our Terms & Conditions. For deposit questions, contact us with your booking code:
- Operator: A Kōzē Den, Mandaluyong City, Metro Manila
- Messenger / Viber: m.me/akozeden