Bond money is returned to renters when they move out at the end of the agreement, unless there is a reason for the rental provider (landlord) to make a claim.

Claiming online is the fastest way for a bond to be paid. Rental providers must be registered to use RTBA Online to start the claim or refund. This guide walks you through how the bond refund process works, what’s required, and how to resolve any issues that may arise.

The bond is held and is intended to cover things like:

Unpaid rent
Damage to the property beyond fair wear and tear
Cleaning or unpaid bills that the tenant is responsible for
Unauthorised changes to the property

✅ Best Practices for Landlords

Always complete thorough entry, routine and exit condition reports
Keep copies of photos, communications, and invoices for any damages or cleaning
Communicate openly with the tenant to avoid disputes

Steps to Returning the Bond

Conduct a Final Inspection
At the end of the tenancy, you should carry out a final inspection and complete an exit condition report, comparing it to the condition report completed at the start.
- The renter must be present during the final inspection, or have been given a reasonable opportunity to be there.
- All cleaning and repairs should be completed before this inspection.
Agree on the Bond Refund Amount
If both parties agree that the property has been left in good condition and there are no outstanding issues, the full bond can be refunded to the tenant.

If there are any damages, rent owing, or other deductions, the landlord should notify the tenant of the intended deductions and ideally reach a mutual agreement.
Submit a Claim through RBTA online
Bond claims can be started by either the rental provider or the renter. Rental providers should only start the claim once everyone has agreed on how the bond should be paid out.

Getting Started on the Bond Return - Via RBTA

The bond is typically refunded in full but if there are any issues, you should discuss any proposed deductions with the tenant.

If you both agree on how the bond will be paid out, you can proceed with a bond claim via RTBA Online.

Log in to RTBA Online and search for the bond using bond number or the tenant's info.
Select “Refund this bond”, choose Electronic, then proceed.
Allocate funds: specify amounts for tenants and/or yourself.
Review and submit the claim.
RTBA sends an email/text to each tenant with a unique link to accept the claim.
Once all have confirmed, the claim finalises and the bond is paid - usually within one business day.

What happens if there's a dispute?

If there’s no agreement, or a party doesn't respond to a claim online:

RTBA waits 14 days for dispute notification.
If there is no dispute, the bond is paid as claimed.
If disputed, RTBA places the bond on hold and refers the parties to Rental Dispute Resolution Victoria (RDRV) for mediation.
If unresolved, the matter may go to VCAT and the bond is paid out per VCAT order.

Further information on resolving bond disputes can be found here.

Recording a Bond Return on RentBetter

At the start of the tenancy on RentBetter, you will have entered the bond amount into the platform. If you'd like to record a refund or claim, you can do this via the Bond section of the platform.

Click on the bond to open it in the side panel and then on 'Mark as bond returned'

Then, on the following screen, you can enter the details of the return, whether that be in partial or full, as well as upload any other documentation relating to the release of the bond:

Once submitted, the bond will be marked as either returned in full or returned in part in your RentBetter account:

Bond Return FAQs

Who can start the bond claim?

Bond claims can be started by either the rental provider or the renter. Usually, the rental provider starts the claim after everyone has agreed on how the bond will be paid out.

What happens if my tenant starts a claim?

If a claim is initiated by a renter instead of a rental provider, the RTBA is required to give notice, and the rental provider then has 14 days to contest the claim (additional time is given if the notice is sent by post) and show evidence of a RDRV or VCAT application, or the RTBA will pay the claim.

If there is an RDRV or VCAT application number, then the claim will be cancelled (meaning the bond will not be repaid) and the renter who made the claim will be notified of the cancellation. For more information, see the section under 'Renters starting a claim'.

How long do I have to start a claim?

You must start claims within 10 business days of the rental agreement ending.

Can 'Wear and Tear' be claimed from the bond?

Rental providers cannot claim the bond to cover fair wear and tear. Fair wear and tear is deterioration because of:

reasonable use of the property
natural environmental forces.

Examples of wear and tear vs damage:

Fair wear and tear might be faded curtains or worn kitchen bench tops.
Ripped or torn curtains, or broken bench tops, might be considered damage.

Reasonable use of the property means use that most people would think is fair. The law does not define exactly what reasonable use is. If people cannot agree what is reasonable, they can apply to VCAT to make the decision for them.

Can I use the Paper Claim form instead of online?

A paper claim form can be used when a rental provider cannot use RTBA Online. This might be because:

Renters do not have email or cannot access email
The rental provider is not registered to use RTBA Online
The rental provider needs to provide paper evidence (such as a VCAT order).

The paper claim process takes longer than the electronic one. For more information, see the section under 'Paper claims' on this page here.

Do tenants need to agree for the refund to be paid?

Yes - all parties must confirm the claim via RTBA Online. RTBA sends an email/text to each tenant with a unique link to accept the claim and once all have confirmed, the claim finalises and the bond is paid (usually within one business day).

How long does the refund process take?

Bond refunds are usually made on the same business day when either:

The claim is made by the rental provider using RTBA Online and all renters confirm the claim once they have received their email
After a paper bond claim is received.

When renters make the claim themselves, bond refunds take between 14 and 20 business days. This allows time for other renters or the rental provider to be notified of the claim and to contest it if they choose.