Damage, Cleaning and Security Deposit Policy

1. What you are responsible for

You are responsible for loss of or damage to the Property caused, directly or indirectly, by you, anyone staying or visiting through your Booking, your pets or — for Event Bookings — your Attendees, Vendors, contractors and performers.

You are not responsible for reasonable wear and tear from ordinary use (for example light scuffs, minor fading or the normal ageing of furnishings).

2. Tell the Host about damage

Report accidental damage, leaks, electrical failures, broken fittings and lost keys promptly — especially anything likely to get worse if left. Reporting early helps everyone and is taken into account if a claim is made.

3. How a Host makes a claim

A Host who believes you caused damage, left items missing, or left the Property needing extra cleaning must submit the claim to Livasta within 72 hours after check-out (or after the Event ends), with evidence such as:

• photos and videos (with dates), inspection or inventory records;
• repair invoices, replacement quotes or purchase invoices;
• lawfully obtained CCTV from common or outdoor areas;
• messages and witness statements; and
• for larger amounts, an independent expert's report.

4. Your right to respond

Livasta tells you about the claim and shares the evidence. You have 7 days to accept it, dispute it with your own evidence, or propose a settlement. No decision is made before you have had a fair chance to respond.

5. Review and outcome

Livasta reviews the booking and check-in records, check-out inspection, messages, photos, videos, invoices and statements, and may ask for more evidence. It may approve, partly approve or reject the claim, or help you and the Host settle. Livasta's review is administrative and meant to help resolve the matter; it is not arbitration and does not stop either side from using legal remedies.

6. Paying an approved claim

• Approved amounts are paid through Livasta.
• Where a deposit was collected, approved amounts may be deducted from it.
• Livasta charges your saved payment method only where you have authorised it and the law allows; otherwise the Host may recover the amount through legal remedies.
• Where a competent court or arbitrator awards them, or the law allows, reasonable recovery costs may also be payable.
• Nobody may recover twice for the same loss.

7. Extra cleaning

Standard cleaning is covered by the cleaning fee shown on the Listing. An extra cleaning charge may be claimed, with evidence, where the Property is left needing cleaning well beyond normal use — for example biohazards, excessive rubbish, stains needing specialist treatment, smoking residue where smoking is not allowed, pet mess or deliberate soiling. Charges must be reasonable.

8. Security deposits (if introduced)

If a Listing or Event requires a refundable deposit, it will be shown clearly on the Listing and at checkout before you pay, and collected through Livasta's payment partner. It secures damage, missing items, cleaning, key replacement, misuse of utilities, unpaid charges and losses from breaches of the House Rules. It is not a limit on your liability. The undisputed balance is released within 7 days after check-out (or after any claim is resolved).

9. Event Bookings: assessing damage

For Event Bookings, an Enhanced Security Deposit may apply (LA-GUEST-02, section 22). Damage is assessed against these headings, allowing reasonable depreciation:

10. Disagreements

If you disagree with an outcome, use the Guest Grievance Redressal and Dispute Resolution Policy (LA-GUEST-16).

Contact

Support: support@livasta.com · Phone / WhatsApp: +91 89290 39102 (Monday – Saturday, 10:00 – 18:00 IST). In the app: Support (guest menu) → raise a ticket about a booking.

Grievances: grievance@livasta.com · Privacy and data requests: privacy@livasta.com.

LIV ASTA PRIVATE LIMITED · CIN U52291DC2026PTC473382 · Registered office: Plot 2, District Centre, Shivaji Place, Raja Garden, Rajouri Garden, New Delhi – 110027.