1. Purpose
This policy applies to transactions involving deposits, security amounts, damage claims, asset use, late returns, missing items, cleaning charges, fuel charges, equipment use, room use, venue use, vehicle use, rentals, stays, party rentals, property access, and similar arrangements.
2. Deposits
Some vendors may require a deposit or security amount before access to a room, vehicle, venue, rental item, equipment, property, or service. Deposit terms should be disclosed before confirmation, including the amount, purpose, return conditions, possible deductions, and expected release timing.
A deposit is not a tip or extra fee. It should be returned or released where the customer meets the rules and no valid deduction applies.
3. Customer Duties
Customers must use assets responsibly and follow all rules. Customers must not damage property, exceed agreed use, allow unauthorized users, smoke where prohibited, host unauthorized gatherings, remove items, tamper with equipment, drive unlawfully, overload vehicles, ignore fuel rules, keep items past return time, or use premises or assets for illegal or unsafe activity.
Customers are responsible for guests, invitees, drivers, passengers, or participants they bring or authorize.
4. Vendor Duties
Vendors must provide assets in the condition described, explain rules clearly, check condition fairly, avoid false damage claims, keep reasonable records, and return deposits promptly where no valid deduction applies.
Vendors should document asset condition before and after use where practical, especially for vehicles, rooms, venues, equipment, party rentals, and high-value items.
5. Valid Deductions
A vendor may request deduction for:
- Physical damage beyond normal use.
- Missing items or parts.
- Excessive cleaning.
- Late return or unauthorized extension.
- Fuel shortage, charging cost, or mileage breach where disclosed.
- Traffic, parking, toll, towing, or authority charges caused by the customer.
- Unauthorized guests, pets, smoking, events, or use.
- Loss of keys, access cards, tickets, equipment, or documents.
- Breach of agreed rules that causes loss.
Deductions must be reasonable, supported by evidence, and connected to the customer's use.
6. Normal Wear and Tear
Customers should not be charged for normal wear and tear. Normal wear and tear means ordinary minor deterioration from careful use. It does not include stains, breakage, burns, missing items, reckless use, illegal use, or avoidable damage.
7. Damage Claims
Vendors should raise damage claims promptly and provide evidence such as photos, check-in records, check-out records, receipts, repair estimates, replacement costs, staff notes, or customer acknowledgments.
Customers may dispute damage claims through UrbanBook support and provide their own evidence.
8. Deposit Return
Deposits should be returned after the vendor confirms that the asset was returned or used according to the rules, subject to reasonable inspection time and payment provider timing.
UrbanBook may hold a deposit while a damage, late return, missing item, safety, payment, or dispute review is active.
9. Larger Losses
If damage or loss exceeds the deposit, the customer may owe the additional amount. UrbanBook may help recover amounts through available platform processes, but vendors may also have legal rights outside UrbanBook.
10. Abuse
UrbanBook may restrict vendors who make repeated unsupported damage claims or misuse deposits. UrbanBook may restrict customers who repeatedly damage property, dispute valid charges, or misuse assets.