Question 1

What is GetDeposit?

Accepted Answer

GetDeposit is an all-in-one platform for managing security deposits in the rental industry. It automates the entire deposit lifecycle — from payment collection and check-in documentation to auditing and refunds.

Question 2

Is there a free trial?

Accepted Answer

Yes. You can create a free account and start managing deposits immediately. No credit card required to sign up.

Question 3

How long does it take to set up?

Accepted Answer

Most businesses are operational in under 5 minutes. Add your properties, connect your Stripe account, and you're ready to create your first deposit.

Question 4

What industries does GetDeposit support?

Accepted Answer

GetDeposit works for vacation rentals, hotels & B&Bs, boat and yacht charters, car rentals, event venues, and equipment rental companies — any business that collects security deposits.

Question 5

What languages are supported?

Accepted Answer

The platform and all guest-facing communications are available in English, Dutch, German, and French. Both the portal and email notifications adapt to the guest's language preference.

Question 6

How do I get started?

Accepted Answer

Register for a free account at getdeposit.io, complete the Stripe onboarding (takes a few minutes), add your first property, and create your first deposit. Or book a demo for a personal walkthrough.

Question 7

What are the costs?

Accepted Answer

GetDeposit uses a pay-per-deposit model — you only pay when you create a deposit. The fee is 1% of the deposit amount. There are no monthly fees, no setup costs, and no contracts. Standard Stripe processing fees apply on top.

Question 8

What are the Stripe costs?

Accepted Answer

Stripe only charges fees when the guest's card is actually charged — placing a hold and capturing the deposit are free. Standard payment processing fees apply (typically 1.5% + €0.25 per transaction in Europe, though rates vary by country and card type). Stripe fees are charged by Stripe directly and are separate from GetDeposit's per-deposit fee. You can find Stripe's latest pricing on stripe.com/pricing.

Question 9

When am I charged?

Accepted Answer

You are charged the GetDeposit fee when the deposit is audited. Stripe processing fees are only charged when the guest's card is actually charged (e.g. when deducting damage) — holds and full refunds don't incur Stripe fees. If a deposit is never paid by the guest, you are not charged any fees. There are no recurring or monthly charges.

Question 10

Do I have to pay for unused, cancelled, or unpaid deposits?

Accepted Answer

No. You are only charged the GetDeposit fee when a deposit is audited. If a deposit is never paid by the guest, is cancelled, or expires unused, you pay nothing — neither GetDeposit fees nor Stripe fees.

Question 11

How are payments handled?

Accepted Answer

Deposits are collected via Stripe. The guest receives a payment link, and the deposit amount is held (not charged) on their card. After the audit, you can release the full amount, deduct for damages, or forfeit the deposit.

Question 12

What is a deposit hold and how long does it last?

Accepted Answer

A deposit hold reserves the amount on the guest's card without charging it. GetDeposit automatically reauthorizes them before expiry — so you're always covered, even for longer stays up to 1 month.

Question 13

Is 3D Secure (SCA) required?

Accepted Answer

Yes. All deposit payments require 3D Secure verification, which protects both you and your guests from fraud and is required by EU regulation (PSD2).

Question 14

Can I use GetDeposit for high-value deposits?

Accepted Answer

Yes. GetDeposit handles deposits of any size. For boat charters and luxury rentals, deposits of €1,000–5,000+ are common. The hold-and-capture model via Stripe is designed for exactly these scenarios.

Question 15

What happens when a deposit hold expires?

Accepted Answer

A deposit hold (authorization) is temporarily placed on the guest's card. If a hold expires before the audit is completed, GetDeposit automatically reauthorizes it to keep the deposit secured. In rare cases where reauthorization fails — for example, if the card has insufficient funds — the hold expires. However, the card remains on file, and you can still charge it directly through the audit process.

Question 16

How long can I hold a deposit?

Accepted Answer

Currently, deposits can be held for up to 1 month. GetDeposit automatically manages the hold renewals during this period, so you don't have to worry about expiry. Need to hold deposits longer? Contact us — we're happy to discuss options for your use case.

Question 17

How quickly is the refund processed?

Accepted Answer

Refunds are processed instantly on our side — as soon as you complete the audit and choose to release the deposit, the refund is triggered immediately via Stripe. The funds typically appear on the guest's bank account within minutes to 7 days, depending on their bank. Guests can track their refund status in real time through the Track & Trace portal.

Question 18

How does the guest experience work?

Accepted Answer

Guests receive a payment link via email. They pay securely, accept terms, and can track their deposit status in real time through a Track & Trace portal — similar to parcel tracking. No account or password needed.

Question 19

Can my guest pay in advance?

Accepted Answer

Yes. Deposit payment links are sent a few days before check-in, so guests can pay before they arrive. This means the deposit is already secured before they walk through the door — no handling needed at the front desk.

Question 20

I don't want long queues at my desk. How does GetDeposit help?

Accepted Answer

GetDeposit eliminates the need to handle deposits at the front desk entirely. Guests pay online before arrival, upload check-in photos from their phone, and accept terms digitally. There's nothing to process in person — no cash, no card machines, no paperwork. Your front desk stays free for hospitality, not administration.

Question 21

Can guests upload photos at check-in?

Accepted Answer

Yes. By default, guests are invited to upload timestamped photos documenting the property's condition at arrival. This creates evidence that protects both parties in case of a dispute. You can customize this behavior in the deposit settings — for example, making photo uploads optional, disabling them entirely, or requiring comments alongside photos.

Question 22

How do digital agreements work?

Accepted Answer

You can attach terms and conditions, house rules, or inventory lists to each deposit. Guests must digitally accept these before payment, creating a timestamped, legally binding agreement.

Question 23

What happens if a guest doesn't pay?

Accepted Answer

Unpaid deposits are automatically cancelled after a configurable number of days. Reminder emails are sent automatically before cancellation.

Question 24

Can I disable photo uploads or comment feedback?

Accepted Answer

Yes. In the deposit settings you can independently toggle photo uploads and comment fields on or off. This lets you tailor the check-in and check-out experience to your needs — for example, requiring only photos without comments, or disabling both entirely.

Question 25

How does GetDeposit prevent deposit disputes?

Accepted Answer

Both the business and the guest upload timestamped photos at check-in and check-out. This dual-perspective documentation provides irrefutable evidence, so disputes are resolved with proof — not arguments.

Question 26

What happens if a guest disputes a charge (chargeback)?

Accepted Answer

GetDeposit automatically compiles and submits evidence to Stripe — including timestamped photos, audit results, and signed agreements. This dramatically improves your chances of winning chargebacks.

Question 27

What is the audit process?

Accepted Answer

After check-out, the deposit moves to 'audit' status and you're notified that a review is needed. You inspect the asset and choose one of three options: full refund (release the entire hold), partial deduction (specify the damage and amount to capture), or full forfeiture (capture the entire deposit). The guest is notified immediately of the outcome. If you don't submit an audit within the configured number of days, the deposit is automatically refunded to the guest — so nothing falls through the cracks.

Question 28

Are refunds automatic?

Accepted Answer

Yes. If you don't submit an audit within the configured number of days, the deposit is automatically refunded to the guest. You can also trigger instant refunds at any time.

Question 29

Can I manage multiple properties or vehicles?

Accepted Answer

Absolutely. The Asset Dashboard lets you manage all your properties, vehicles, or equipment in one view — each with photos, descriptions, condition history, and known issues.

Question 30

Does GetDeposit support team management?

Accepted Answer

Yes. You can invite team members and assign roles — Manager or Employee — each with appropriate access levels. Everyone works from the same shared portal.

Question 31

Is my data secure?

Accepted Answer

Yes. GetDeposit uses JWT with HTTP-only cookies (no tokens in localStorage), bcrypt password hashing, server-side input validation, and all media is served via signed CloudFront URLs. Payments are processed by Stripe with full PCI compliance.

Question 32

Can I track deposit performance?

Accepted Answer

Yes. The analytics dashboard shows metrics per property, audit outcomes, revenue, and deposit volume — giving you full insight into your deposit operations.

Question 33

What notifications does GetDeposit send?

Accepted Answer

GetDeposit sends 9 types of notifications — deposit paid, audit needed, check-in feedback, missed deadlines, disputes (opened/updated/closed), hold expiry, and Stripe verification required. All available in-app and via email.

Question 34

Does GetDeposit integrate with property management systems (PMS)?

Accepted Answer

PMS integrations with Beds24, Hostaway, and Lodgify are on our roadmap. The platform already has a full REST API, making custom integrations straightforward.

Question 35

Do guests help keep my asset records up to date?

Accepted Answer

In a way, yes. When guests upload check-in photos and leave comments, they're effectively reporting the current condition of your property. If something is damaged or needs maintenance, you'll see it in their feedback. You can review their observations and add them to your known issues list — keeping your asset management up to date without extra inspections.

Question 36

How does the known issues list work?

Accepted Answer

Each asset has a known issues list where you can track existing damage or maintenance needs. When a guest reports something during check-in, you can review it and add it to the list with one click. This ensures your team always knows the current condition of every asset — and prevents disputes over pre-existing damage.

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