Steps to refund a bond
Landlords can use Bond Hub to manage their bond refunds online. Tenants then need to respond by agreeing or disagreeing with the refund.
How landlords can submit a bond refund request
If you are a landlord, you need to use Bond Hub or property management software to manage your bond. This includes requesting a bond refund. We no longer provide or accept paper or emailed forms for bond refunds.
If you have not registered for Bond Hub, you will need to register first.
Using property management software for bonds
We recommend that landlords submit bond refund requests as soon as possible once tenancies have ended.
Before you start
Before you submit a bond refund request:
- Ask your tenants to check that Bond Hub has their correct email addresses or mobile numbers.
- Check that you have the correct email addresses for your tenants. These should match the email addresses those tenants have recorded in Bond Hub.
- Agree with your tenants on how the bond will be split before you submit your request.
- Let your tenants know that:
- Once you submit the bond refund request, they will get a notification via SMS, email or post.
- Notifications will include a link where they can check the details of the refund. They will need their tenant number to access this link.
- They will need to review these details and indicate whether they agree with the bond refund.
- They have 12 working days from the date of notification to respond.
View or update bond contact details
Steps to submit a bond refund in Bond Hub
If you are a landlord, you can submit a bond refund request in Bond Hub. This will notify your tenants and ask for their agreement before the refund can proceed.
- Log in to Bond Hub, then go to Refund Requests and click New refund.
- Select the tenancy address for the bond you want to refund, and you will see the available bond balance.
- Choose the reason for the refund and enter the tenancy end date.
- Enter any landlord claims, or any amounts to be placed on hold (if applicable).
- Enter how the bond will be split. You can split it evenly or enter amounts for each tenant.
- Review the details and submit your request.
Once you submit your bond refund request, Bond Hub will send an SMS or email notification to each tenant that contains a link to review the request. If the tenant's preferred method of contact is via post, we will send a letter to that tenant instead.
Tenants have 12 working days from the date of notification to review and respond to the refund request.
How tenants can respond to a bond refund request
When a landlord submits a bond refund request, tenants will receive a notification that contains a link to Bond Hub and a one-time password.
To continue, each tenant needs to visit the link within 12 working days from the date of notification. They must enter their tenant number and the one-time password to access the link, after which they can review the bond refund request submitted by the landlord. The tenant can then agree or disagree with the bond refund amount.
If they agree with the bond refund, the tenant must enter their bank account details. This bank account must be different from any other tenant's bank account for the same bond refund request.
The bond will only be refunded if all named tenants respond and agree to the bond refund request.
If at least one tenant disagrees with the bond refund, the bond refund is cancelled, and no payments are made. In this case, the tenants will need to talk to their landlord about the bond refund, and the landlord will need to submit a new request.
You must enter your own tenant number along with your one-time password to access a bond refund request for your review. Your one-time password will not work with other tenant numbers or other bond refund requests.
Tenants who do not respond to a bond refund request
If at least one tenant does not respond to a bond refund request within 12 working days:
- The landlord should not submit a new refund request. They can follow up with the tenants who have not responded, or contact us for assistance.
- Tenants who have not responded within 12 working days can contact us with their refund details so that they can provide their response.
Tenant numbers
Tenants can find their tenant number on any correspondence from Tenancy Services. This will look like "Tenant-12345678".
If you cannot find your tenant number, check your spam or junk email folders for any correspondence from Tenancy Services. If you still can't find it, contact us.
If we ask you to provide or enter your tenant number, you must provide this in full ("Tenant-12345678", and not just "12345678").
Tenant numbers are unique for each tenancy. Tenants should keep their tenant number safe and not share it with anyone, including their landlord or other tenants.
Tenants' contact details
Tenants can change their contact details and preferred method of contact online.
Find out how to manage contact details:
If your landlord has not submitted a bond refund request
Bond refund requests are submitted by the landlord.
If you are a tenant and your landlord has not submitted a bond refund request, you should contact your landlord and ask them to. This is the quickest way for the bond refund to be paid out.
If your landlord said they would submit a bond refund request, but you have not received a notification, you should:
- check your email — including your spam and junk email folders — to see if you have received a notification
- follow up with your landlord to check if they have submitted a bond refund through Bond Hub or their property management software
- check that your landlord has your correct email address or mobile number, which should match the contact details you have in Bond Hub.
If you still need help, you can contact us. We can help you to submit a bond refund application if needed.
Last updated: 13 October 2026
