This policy explains when refunds may apply and how refund requests are handled.

1) General policy

Payments made through RentTrust are processed as instructed by users and recorded against the relevant tenancy or service. Because payment handling may involve third-party payment providers, refund timing and eligibility may vary depending on the payment method and processing status.

2) When a refund may apply

• Duplicate payment made by mistake
• Incorrect amount charged due to a technical issue
• Failed service delivery where payment was captured
• Other cases reviewed and approved by our team

3) When a refund may not apply

• A payment was intentionally made and successfully processed
• The dispute relates to tenancy matters outside our control
• The request is made after an unreasonable delay
• Required supporting details are not provided

4) Refund request process

To request a refund, contact our support team and include relevant details such as payment date, amount, tenancy reference, and reason for the request.

5) Review and approval

Refund requests are reviewed case-by-case. Additional information may be required before a decision is made.

6) Processing timeline

If approved, refunds will be initiated within a reasonable timeframe. Actual processing time depends on your bank or payment provider.

7) Fees and charges

Some third-party processing fees may not be refundable unless required by law or approved otherwise.

8) Changes to this policy

We may update this Refund Policy from time to time. The latest version available will apply.

9) Contact

For questions about refunds, contact the RentTrust team via the support channel provided in the app.