Fees & Payments

Why have I been charged before the rental has been accepted?

Peer-to-Peer Rentals: When you request a Peer-to-Peer rental from another user on the HAUTE Maison platform, the payment process is slightly different. Your card is authorised for the rental fee and any applicable security deposit at the time of booking. This authorization is temporary and ensures the funds are available if the rental is accepted by the lender. The lender then has 48 hours to accept your rental request. During this waiting period:

  1. The authorised amount on your card remains temporary.

  2. It includes the rental fee and security deposit.

  3. You can use this time to communicate with the lender via the messaging feature.

If Approved: Once the lender accepts your rental request within the 48-hour window, the payment is captured and the rental proceeds as planned. You'll receive a confirmation email with details about the rental.

If Declined or Expired: If the lender declines your request or the 48-hour period expires without acceptance, the authorisation on your card is reversed. This means:

  1. There will be no actual charge on your statement.

  2. The authorisation will drop off after a few days.

ℹ️ When a payment is reversed, it will not appear as a refund, it will simple vanish from your statement. Your bank can confirm if reassurances are needed!


Will I be charged for cancelling a rental?

Here's the breakdown on cancellation charges for both renters and lenders on HAUTE Maison:

As a Renter:

  1. Cancellations for Rentals Booked More Than 48 Hours in Advance:

    • Fully refundable if cancelled more than 10 days in advance of the rental start date.

    • A 30% Cancellation Charge applies if cancelled within 10 calendar days of the rental start date.

    • Non-refundable if cancelled within 48 hours of the rental start date.

  2. Cancellations for Rentals Booked Within 48 Hours of the Start Date:

    • Fully refundable if cancelled within 2 hours of the Booking Date and Time.

    • Non-refundable if cancelled more than 2 hours after the Booking Date and Time.

As a Lender:

  • Cancelling a rental last minute can lead to negative reviews and disappoint other HAUTE Maison members. There may be penalties or consequences related to future rentals or your account standing, though specific financial charges for lenders are not detailed.

For any queries or if you need to request a cancellation fee refund, you can contact HAUTE Maison and provide us with your order number to facilitate assistance.

These guidelines ensure fair treatment and accountability within the HAUTE Maison community, balancing the needs of both renters and lenders in the rental process.


Late Fees

Rentals are expected to be sent back on or before your last rental day. On the last day of your rental, the item/s need to be shipped.

If the rental is not shipped the day after your rental ends, late fees begin applying from this date.

Late fees are charged pro rata of the item's day rate, plus an additional fee per day the item is late.

💬 Contact HAUTE Maison if you believe your item might be delayed. We're a fair and flexible team, who appreciate transparency. We'll always do what we can to help.

💸 Delayed items will be subject to a late fee relevant to the item's rental rates.

ℹ️ Late fees are outlined in HAUTE Maison's Terms and Conditions. While late fees are rare, HAUTE Maison reserves the right to apply them in accordance with our policies, which does not require your prior approval.