There are 2 ways to apply for a bond refund:

• landlords can use their property management software (PMS), or
• landlords can use Bond Hub to lodge a bond refund request

Tenants should contact their landlord to ask them to submit a bond refund request. This is the quickest way for the bond refund to be paid out.

If a landlord said they would submit a bond refund request, but tenants have not received a notification, they should:

• check their email as there may be a notification, check their spam/junk folders as well
• follow up with the landlord to check if they have submitted a bond refund through Bond Hub.

If tenants still need help, they can call us on 0800 836 262 (0800 TENANCY).  We can help tenants to submit a bond refund application if needed.

Refund using property management software

Some property management software (PMS) that is integrated with our system will allow landlords to arrange for bond refunds using that software. This will communicate with the tenant using email, the tenant must have an up-to-date email address with Tenancy Services.

Note that not all PMS will have built-in features for landlords to arrange for bond refunds.

Using property management software for bonds

Refund using Bond Hub

If you are a landlord, you must be registered with Bond Hub to submit a bond refund request.

After you submit the refund request in Bond Hub, the tenant(s) will need to confirm it before it can be processed.

Learn how to submit a bond refund request in Bond Hub.

Manage a bond refund online

Refunding the bond to a new landlord

The tenant can transfer their bond to a new landlord if the new landlord agrees.

Once the landlord submits the bond refund in Bond Hub, the tenant should enter:

• the new landlord’s bank account number
• any of the bond that is being used to pay the current landlord (for example, for unpaid rent).

If the new bond amount is more than the old one, tenants must pay the new landlord the difference.

The new landlord must give the tenant a receipt and lodge the bond with Tenancy Services within 23 working days.

Paying a bond

Lodging a bond

If the tenant or landlord has passed away

If the tenant or landlord has died, their appointed executor or administrator must contact us to organise a bond refund. 
We will need:

• a copy of the death certificate
• proof of the executor or administrator of the estate, such as a court order, a copy of the probate, or a letter from a lawyer or The Public Trust Office
• a bond refund form signed by all parties (we will send you this). The executor or administrator of the estate must sign on behalf of the person who has died
• a signature ID from the executor or administrator of the estate.

The Govt.nz website has guidance about what you need to do when someone dies.

Death and bereavement — Govt.nz(external link)

We can also refund the bond based on a court order, such as a Tenancy Tribunal order.

How long it takes to process the refund

It takes up to 10 working days to process a bond refund once a completed application is received. Once processed, the money will be paid to the bank account(s) entered by the tenant.

If the bond refund request is submitted by the landlord in Bond Hub, tenants have 12 working days to respond. Once the tenant(s) agree to the request, the bond will be refunded the following day.

Interpretation: working days — Residential Tenancy Act 1986(external link)

If the bond is not claimed or collected

If a bond refund is not claimed within 6 years of the tenancy ending or the refund being approved, the bond becomes the property of the Crown.

Cannot agree on the bond refund

If the landlord and tenant cannot agree on the bond refund, either party can apply to the Tenancy Tribunal.

• If the landlord applies, the tenant does not need to apply as well.
• If the tenant applies, the landlord must also apply if they want any of the bond money.

If both agree, they can ask for a mediator to help resolve the issue. If mediation is not used or does not work, the landlord and tenant will have to go to a Tenancy Tribunal hearing.

Disputes process