Caution / Security Deposit Policy
How the Portable Caution Deposit works — when it's collected, when it's returned, and how disputes are handled.
This page is a working draft — the substance is what the product does today, but the final wording is pending review. Contact support@roov.africa if anything here contradicts what you were told in-app.
What it is
The Portable Caution Deposit is a refundable security deposit collected from tenants at move-in. It exists to cover reasonable damages to the unit beyond fair wear and tear.
The specific amount is set by the property manager and shown on the listing before you pay. It is separate from rent and separate from any Management or Listing Service Fee.
Who holds the deposit
The deposit is transferred to the property manager, not held by Roov. Roov is not a custodian of caution deposits.
This is subject to change as Roov's escrow features evolve. When escrow ships, this page will be updated to reflect the new model.
Move-in condition report
At move-in, the tenant is prompted to complete a Move-in Condition report through the app — photos + notes on the state of each room. Doing this properly is the tenant's best protection against unfair deductions later.
Skipping the move-in condition report weakens the tenant's position in any subsequent dispute.
End of tenancy
At the end of the tenancy, the property manager should return the caution deposit less any documented deductions for damage beyond fair wear and tear. Refund is due within 30 days of the tenant vacating.
Deductions must be itemised and supported by photos or receipts.
Disputes
If the tenant disagrees with a deduction, the first step is to raise it directly with the property manager through the app chat.
If that doesn't resolve it, either party can escalate to the Roov trust team via support@roov.africa. See the Dispute Resolution Policy for the full process.
During an active dispute, Roov may request the manager hold contested funds until the dispute is resolved.
Contact
support@roov.africa for general questions; trust@roov.africa for escalations.
Last reviewed: 2026-09-03
Questions or something unclear? Email support@roov.africa and we'll help.