Damage policy

This policy is part of our Rental agreement and applies to every booking. We don’t collect a security deposit — there is nothing extra to pay or to wait to get back. Instead, accidents that go beyond normal wear are charged to the card you booked with, only after being documented and only for what repairs actually cost.

Your card on file

When you book, Stripe — our payment processor — securely saves the payment method you used. We never see or store your card number ourselves. The saved card is only ever charged under this policy, and booking a home is your authorization for that.

What counts as damage

Damage beyond normal wear and tear: broken furniture or fixtures, stained linens or upholstery that need professional cleaning, missing items, unreturned keys or remotes, smoking indoors, and cleaning far beyond a normal departure. Normal wear and tear — light scuffs, worn towels, a burnt-out bulb — is never charged.

How damages are assessed

We look over each home after check-out. If something needs fixing, we document it with photos and repair or replacement receipts and send you an itemized statement before anything is charged — never more than the actual cost. And if something breaks during your stay, just let us know; accidents happen, and telling us early usually makes them cheaper and easier to sort out for everyone.

Protect yourself on arrival

If anything is broken or worn when you arrive, tell us within 24 hours of check-in — a quick message or photo is enough — so it isn’t attributed to your stay.

Questions about a charge? Write to info@myheavenlystay.com and include your confirmation code.