Damage & Penalties Policy
Document AVX-03 · Version 3.2 · In force from 1 September 2026
No deposit.Announced penalties, evidenced claims, a real right to dispute.
This policy exists to protect two things: the apartment, and your right to a fair, evidenced process. We do not make speculative charges, and we never charge without telling you first.
1. No deposit, no card hold
WE CURRENTLY TAKE NO SECURITY DEPOSIT
We do not collect a deposit and we do not place pre-authorisation holds on your card. The only amounts that can ever be charged after booking are the announced penalties and evidenced damage costs described below, following the process in sections 4 and 5. We may introduce a deposit or pre-authorisation for future bookings; if we do, it will be stated clearly before you book and will never apply retroactively.
2. Announced penalties
These amounts are fixed in advance because the real cost of putting the apartment back into service is predictable. They are not arbitrary and they are not for profit. They are shown before booking and accepted at online check-in. Penalties are charged in RON, at the official National Bank of Romania (BNR) exchange rate of the previous day plus 1%.
| Breach | Penalty | What it covers |
|---|---|---|
| Smoking or vaping indoors | €200 | Specialised deep clean, air purification, textile and curtain treatment, and the night lost while it is done. |
| Party, event or unauthorised gathering | €500 + immediate termination of the stay, no refund | Deep clean, neighbour and building-management remediation, risk to our licence to operate. |
| Unregistered overnight guest | €100 per person, per night | Breach of the legal guest-registration duty and of the occupancy limit. |
| Unauthorised late check-out | €50 per hour started, after 11:00 | Disruption to the cleaning schedule and to the next guest's arrival. |
| Lost keys or access fob (where applicable) (where applicable) | €100 | Cylinder replacement and re-keying of all copies for the apartment. |
| Sharing the access PIN with a non-guest | €100 | Security reset of the smart lock and re-issue of codes. |
| Excessive cleaning beyond normal use | At documented cost | Only where the state of the apartment goes clearly beyond ordinary use. |
| Missing inventory items | Replacement cost | Like-for-like replacement, evidenced by purchase invoice. |
Penalties are cumulative where more than one breach occurs. They are additional to, not instead of, the cost of repairing any physical damage.
3. Damage versus fair wear and tear
We do not charge for ordinary use. The following are never charged:
- Normal marks on floors, walls and furniture consistent with ordinary use.
- Ageing or wear of textiles, fittings and appliances.
- A stain on bed linen or a towel that comes out in a normal wash.
- A single broken glass, plate or mug.
- Anything that was already there and that you reported by 12:00 (noon) on the day after your check-in.
We do charge for damage caused by misuse, negligence or breach of the House Rules — for example broken furniture, burns, water damage from an unattended tap, damage to appliances, or textiles that cannot be recovered.
REPORT IT AND YOU ARE PROTECTED
Anything you report to us in good faith reported by 12:00 (noon) on the day after your check-in is recorded against the previous booking, not yours. Send us a photo and a message — it takes thirty seconds and it is the best protection you have.
4. How a claim is evidenced
Before any charge, we compile and send you:
- Dated photographs of the damage taken by our cleaning or maintenance team at check-out.
- The corresponding photograph from the pre-arrival inspection of the same apartment, showing the item intact.
- A repair or replacement quote or invoice from a third party, or our documented internal cost.
- Where relevant, third-party evidence such as a smoke-sensor alert log, a neighbour complaint, or a building-management notice.
5. Notice and your right to respond
We notify you by email within 7 calendar days of your check-out. After that period no claim is made for damage.
You have 14 calendar days from our notice to respond, provide your own evidence or dispute the claim.
We do not charge your card during that 14-day window unless you confirm the amount in writing.
For bookings made through a platform, claims follow that platform's resolution process (for example Airbnb AirCover) within its deadlines.
If we cannot agree, the complaints route in section 13 of the Terms & Conditions applies, including ANPC.
6. Limits
We charge the documented cost of repair or replacement, never a mark-up.
Where an item is repairable, we repair rather than replace.
Where a replaced item was already partly worn, we apply a fair reduction for its age.
7. Insurance
We recommend that every guest carries personal travel insurance including third-party liability. Most policies cover accidental damage to rented accommodation, which means an accident costs you nothing. We are happy to provide a signed damage statement for your insurer.
8. Lost property
We keep items left behind for 7 days from the day of your departure. Tell us what and where, and we will look. Return postage is at cost plus a handling fee shown in our Extra Services & Tariffs. Perishables and items of no value are disposed of.
AVEXA Stays is a trading name of Prime Gold Living SRL, Str. Fibrei 28, Sector 2, 020342 București, Romania. CUI RO52265361, Trade Register J2025057993006. Contact: office@avexastays.com, +40 721 347 642.