Refund and Cancellation Policy
The short version. Most money on Rentiqa moves between users, and whether it comes back depends on the deal you made: a booking's cancellation policy, a lease's terms, a job's confirmation. This page says how each kind of payment is handled, what Rentiqa itself refunds, and how refunds reach you. Every window, period, percentage and fee it refers to is set in the Schedule of Terms. This policy forms part of the Terms of Service.
1. Beta
During the beta all payments run in test mode and no real money moves, so there is nothing to refund. Everything below applies from the day real payments are switched on, which we will announce in the app.
2. Short-term bookings
Every listing shows one of four cancellation policies. The policy in force for your booking is the one shown when the host confirmed it; a host changing the listing later does not change your booking.
| Policy | How it works |
|---|---|
| Flexible | Full refund of the nightly rate if you cancel before the Flexible cutoff in the Schedule; after it, no nightly refund but the cleaning fee is returned. |
| Moderate | Full refund before the Moderate cutoff; a partial refund at the Moderate percentage between the cutoff and check-in, with the cleaning fee returned; nothing after check-in. |
| Strict | A partial refund at the Strict percentage before the Strict cutoff; after it, no nightly refund but the cleaning fee is returned. |
| Non-refundable | No refund of the nightly rate at any time. |
- Taxes are refunded in the same proportion as the nightly rate.
- Any guest service fee and any card-processing charge shown at checkout are not refunded on a guest cancellation, because the processor does not return them to us.
- A booking cannot be canceled after checkout. Problems after a stay are handled as deposit claims (section 3) or between guest and host.
- If the host cancels a confirmed booking, the guest is refunded in full, including fees. Hosts who cancel repeatedly may lose the ability to list.
- If a booking is canceled before the charge has settled, the authorization is released rather than refunded; your bank may take a few days to show that.
3. Security deposits on stays
- A deposit is held, not spent. It is released after checkout unless the host files a claim.
- A host may claim against the deposit for damage or house-rule breaches within the claim window in the Schedule, with evidence, up to the claim limit in the Schedule.
- The guest has the response period in the Schedule to accept or dispute a claim. A disputed claim, or one the guest does not answer, goes to Rentiqa for review, which may approve it in full, in part, or reject it. The guest is refunded whatever is not approved.
- Rentiqa's review decides what happens to the deposit on the platform. It does not stop either party pursuing the other elsewhere.
4. Rent and lease payments
- Rent paid through Rentiqa goes to your landlord. Whether any of it comes back — an overpayment, a move-out settlement, a deposit return — is governed by your lease and local law, and is between you and your landlord. Landlords can issue refunds and credits to a tenant's ledger in the app.
- If Rentiqa charges you twice for the same rent, charges the wrong amount, or charges you after you turned autopay off before the scheduled date, tell us and we will refund the difference to the original payment method.
- Late fees are posted under the lease. A dispute about a late fee is between tenant and landlord; a landlord can waive one in the app.
- Do not use a chargeback to dispute rent you owe. A chargeback against a legitimate payment is treated under section 9 of the Terms, and the amount plus the costs it causes may be recovered.
5. Verification and screening
Identity verification, income verification and screening reports are ordered at your request and performed by third-party providers. Once the check has run, its cost is not refundable, whether or not the outcome was what you hoped and whether or not a landlord accepts you. If a check fails to run for a technical reason on our side, we refund it.
6. Contractor jobs
- Payment for a job is collected when the poster confirms the work and released to the contractor. Before confirmation, a poster who is not satisfied should not confirm and should raise it with the contractor in the app.
- Once released, a payment is the contractor's. Disputes about the quality of confirmed work are between the parties.
- Jobs paid in advance (such as tenant-ordered moves) are refunded in full if the contractor cancels or does not show; otherwise the contractor's own cancellation terms, shown before you book, apply.
7. Fees paid to Rentiqa
Any fee Rentiqa itself charges is listed in the Schedule and shown before you pay. Such fees are non-refundable once the service they pay for has been delivered, except where this policy or the law says otherwise, or where the fee was charged in error.
8. How refunds are paid
- Refunds go back to the payment method that was charged. How long they take to appear depends on your bank; typical times are given in the Schedule. We cannot speed up your bank.
- If the original method is closed, contact us and we will arrange another route once we have verified you.
- Refunds owed to you by another user (a host, a landlord) are made from the funds Rentiqa holds for that transaction where they are still held; otherwise Rentiqa will collect from that user and pay you when collected.
9. Statutory rights
Nothing in this policy limits any non-waivable refund or cancellation right you have under the consumer-protection or landlord–tenant laws of your state or country.
10. Contact
Questions about a refund: [email protected]. Include the booking, lease or job reference from the app and we will answer within the support response time in the Schedule.