Charging a member for a Rule Violation or Damage

If a member breaks a house rule or causes damage that costs you money, PadSplit gives you two ways to address it: a fine or a billback. This article explains the difference, what qualifies, and how to submit a request.

Fines vs. billbacks

A fine is used to encourage a member to correct their behavior, such as violating a house rule. See the list of fines here HERE. A billback is used when a member's actions cause damage that results in a real cost to you, such as a repair or replacement, and you want that cost billed to the member's account.

Requesting a fine

Before we can apply a fine, we need to see that you have proof the member you're naming is responsible for the rule violation. This can be a screenshot of a conversation, photos, video, or a written account from a witness.

Once we have that proof, here's what happens:

You'll need to let the member know ahead of time that a fine is coming and how much it will be.

We'll apply the fine and confirm with you once it's been issued. No further steps are needed on your end.

Most fines fall under a standard list of amounts. If the violation you're reporting isn't on that list, the fine still needs to meet three conditions: it must be clearly stated on your property page, it must be under $100, and it must align with PadSplit policies. If you're not sure whether a fine you have in mind fits, reach out to Host Support and we'll help you figure it out before you charge anything.

Requesting a billback

Billbacks are for real, out-of-pocket costs from damage or loss, not for general dissatisfaction with a member's stay. A few things apply to every billback request:

• The request must be submitted within 30 days of the damage or loss, or within 30 days of the date the member moved out. Requests submitted after that window can't be processed.
• Billbacks are capped at $500. If your cost exceeds that amount, you'll need to pursue the difference through small claims court rather than through PadSplit.
• Some costs are never billed to members, no matter the circumstances: eviction costs, routine move-out cleaning, early move-out fees, transfer fees when the transfer was host-initiated, and security deposits.

To submit a billback request, reach out to Host Support with the following:

• An invoice for the repair or replacement (a paid invoice, not just a quote)
• Photos of the damage
• The name of the member or members you're billing, and the amount
• If your request involves a utility cost, let us know that up front. We handle utility-related billbacks a little differently and can point you to what's needed.

Once we have your documentation, we'll review it and let you know whether the billback is approved. As part of that review, we look at things like whether the amount is reasonable for the damage, whether the damage goes beyond normal wear and tear, whether the photos and invoice look complete and legitimate, and whether there's enough evidence to charge the specific member(s) named.

If approved, you'll need to notify the affected member (or the whole home, if applicable) before the charge is applied. Once that notice has gone out, let us know and we'll apply the charge.

If we're not able to approve a request, for example because it falls into one of the excluded categories above or the request came in after the 30-day window, we'll let you know why.

Questions?

If you're unsure whether a situation calls for a fine or a billback, or whether your specific request qualifies, reach out to Host Support before charging a member. We're happy to help you figure out the right path.