DAMAGE AND SECURITY DEPOSIT POLICY
Effective Date: [01/08/2026]
NeriStay Damage and Security Deposit Policy
This Damage and Security Deposit Policy (“Policy”) forms part of the Terms and Conditions of NeriStay, a trading name of Neri Limited (“NeriStay”, “we”, “our”, or “us”). It applies to all Guests, Hosts, and Properties listed on the NeriStay Platform.
By listing a property or making a booking through NeriStay, you agree to comply with this Policy.
- Purpose
The purpose of this Policy is to:
- Protect Hosts against genuine property damage.
- Ensure Guests are treated fairly.
- Provide a transparent process for assessing damage claims.
- Establish procedures for handling security deposits.
- Minimise disputes between Guests and Hosts.
- Security Deposit
Some properties may require a refundable security deposit before check-in.
The amount of the security deposit will be clearly displayed during the booking process.
The security deposit is separate from the accommodation fee and is held solely to cover eligible charges under this Policy.
- Situations Covered
The security deposit may be used to cover:
- Damage to furniture or fittings.
- Broken appliances or equipment.
- Missing household items.
- Lost keys, access cards, or remote controls.
- Excessive cleaning beyond normal use.
- Unpaid utility charges where applicable.
- Other reasonable costs directly resulting from the Guest’s actions or negligence.
Normal wear and tear is not considered damage.
- Guest Responsibilities
Guests agree to:
- Treat the property with reasonable care.
- Report accidental damage immediately.
- Follow all House Rules.
- Return all property items at check-out.
- Leave the property in a reasonable condition.
Prompt reporting of accidental damage may assist in resolving claims fairly.
- Host Responsibilities
Hosts agree to:
- Maintain accurate records of the property’s condition.
- Conduct a reasonable inspection after check-out.
- Report damage claims promptly.
- Provide evidence supporting any claim.
- Act honestly and fairly throughout the claims process.
- Property Inspection
Following check-out, the Host may inspect the property.
Where damage is identified, the Host should notify NeriStay within the time period specified in the Host Agreement or Platform procedures.
Late claims may not be accepted unless exceptional circumstances exist.
- Evidence Required
Where a damage claim is made, the Host may be required to provide:
- Photographs or videos.
- Receipts or invoices.
- Repair quotations.
- Replacement costs.
- Inventory records.
- Any other information reasonably requested by NeriStay.
Guests may also provide evidence in response to a claim.
- Assessment of Claims
NeriStay may review:
- The evidence provided by both parties.
- Booking records.
- Property photographs.
- Communications between the Guest and Host.
- Inspection reports.
- Any other relevant information.
NeriStay may request additional information before making a determination.
- Approved Deductions
Where a damage claim is approved, deductions from the security deposit may include the reasonable cost of:
- Repairs.
- Replacement of damaged or missing items.
- Professional cleaning.
- Lock replacement.
- Emergency call-out charges resulting from Guest negligence.
Deductions will be limited to actual and reasonable costs.
- Refund of Security Deposit
Where no approved deductions apply, the security deposit will generally be refunded within 3 to 7 business days after check-out and completion of the inspection.
Refund times may vary depending on the payment provider or financial institution.
- Damage Exceeding the Security Deposit
Where the cost of approved damage exceeds the amount of the security deposit:
- The Guest remains responsible for the outstanding balance.
- NeriStay may assist the parties in resolving the matter.
- Nothing in this Policy prevents either party from pursuing legal remedies available under applicable law.
- Normal Wear and Tear
Guests are not responsible for ordinary wear and tear resulting from normal use of the property.
Examples include:
- Minor carpet wear.
- Fading paint.
- Normal ageing of furniture.
- Ordinary appliance wear from proper use.
- Fraudulent Claims
Hosts must not submit false or exaggerated damage claims.
Guests must not deny genuine damage or submit false evidence.
Fraudulent conduct may result in:
- Rejection of the claim.
- Account suspension or termination.
- Recovery of improperly paid amounts.
- Referral to law enforcement where appropriate.
- Dispute Resolution
Where a dispute arises regarding damage or security deposit deductions, the parties should first attempt to resolve the matter amicably.
If no agreement is reached, NeriStay may review the available evidence and facilitate a resolution.
This process does not prevent either party from exercising any legal rights available under Nigerian law.
- Limitation of Liability
NeriStay acts as an intermediary platform and is not an insurer of property.
Unless otherwise agreed in writing or required by law, NeriStay does not guarantee reimbursement for every loss or damage suffered by a Host.
Hosts are encouraged to maintain adequate property and liability insurance.
- Amendments
NeriStay reserves the right to amend this Policy from time to time.
Any updates will become effective upon publication on the Platform unless otherwise stated.
- Contact Information
For enquiries relating to damage claims or security deposits, please contact:
Neri Limited (Trading as NeriStay)
Email: support@neristay.com
Website: https://neristay.com
Customer Support: [09070129313]
Office Address Zone 5 Shop 5 Dawaki Road beside Giwa hospital Dutse Abuja]
Acceptance
By listing a property, making a booking, paying a security deposit, or staying at a property booked through the NeriStay Platform, you acknowledge that you have read, understood, and agree to this Damage and Security Deposit Policy.