Getting Your Bond Back: What to Do If the Agent Says No
How rental bond claims work in Australia, what agents can and cannot deduct for, and the steps to take when you disagree with a deduction.
By MoveOutMate Team
Your bond is your money. It is held by a state authority, not by the agent, and it can only be paid out to the landlord if you agree or if a tribunal orders it.
That distinction matters, because it means a deduction is a claim, not a decision.
Fair wear and tear is not damage
You are not liable for the ordinary deterioration that comes from living somewhere normally. That generally includes faded paint and curtains, worn carpet in traffic areas, small scuffs on walls, and loose fittings from ordinary use.
You are liable for damage and for a property left less clean than you received it. Examples: a burn or large stain in the carpet, holes beyond small picture hooks, a cracked benchtop, a filthy oven.
The line between the two is judged against the entry condition report, which is why that document is the most useful thing you own right now.
What agents commonly claim for
- Cleaning, by a long way the most common
- Carpet cleaning where the lease required it
- Rubbish removal and items left behind
- Garden and lawn neglect
- Damage beyond fair wear and tear
- Unpaid rent or water charges
Build your evidence before you hand back the keys
Do this on the day, not later:
- Photograph or film every room after the clean, with the property empty. Include the oven interior, inside cupboards, window tracks and the bathroom.
- Make sure the images carry a date.
- Photograph the meter readings.
- Keep receipts for the bond clean, carpet cleaning and any pest treatment.
- Keep the entry condition report and its photos together with all of it.
Most disputes are decided on evidence, and the tenant with dated photos and receipts is in a considerably stronger position than the one relying on memory.
If the agent proposes a deduction
- Ask for it in writing, itemised, with photos and quotes or invoices. A lump sum with no breakdown is not a substantiated claim.
- Compare it to the entry report. If the mark was there when you moved in and was noted, say so and point to the entry photo.
- Use your cleaner's guarantee. If the items are cleaning, go straight back to the cleaner while their re-clean window is open. This resolves most disputes in a day.
- Reply in writing, agreeing to what is fair and disputing what is not, with your evidence attached.
- Do not ignore it. Bond claim processes have deadlines, and in some states an unanswered claim can be paid out.
If you still disagree
Every state and territory has a bond authority and a tribunal that hears tenancy disputes. The bond authority holds the money; the tribunal decides who gets it when the parties cannot agree.
Lodge your own claim for the bond promptly rather than waiting for the agent to move first, respond within the stated timeframe, and bring your photos, the entry condition report, receipts and the written correspondence. These processes are designed to be used without a lawyer.
The cheapest insurance
Almost all of this is avoided by two things: a thorough clean measured against the checklist, and dated photos of an empty, clean property. If you paid a professional, the receipt plus their guarantee does most of the work for you.
Frequently asked questions
How long does a bond refund take?
It depends on the state and on whether both parties agree. An agreed claim is usually quick. A disputed one takes as long as the process takes.
Can the agent keep the bond for normal wear?
No. Fair wear and tear is not a valid deduction.
Do I need receipts?
They help enormously, particularly where the lease required professional carpet cleaning or pest treatment. Keep them until the bond is back in your account.
Give yourself the best chance: book a professional end-of-lease clean and photograph everything.