Refund Policy

Last updated: July 1, 2026

1. Overview

Renta uses an escrow-style payment flow to protect tenants and landlords. Rental funds paid through the platform are held until the rental process reaches the required release conditions or until a dispute is resolved.

This policy explains when refunds may be available and how refund requests are reviewed.

2. Payments Covered By This Policy

This policy applies to payments made through official Renta payment channels, including:

  • Rental payments made by tenants through the platform.
  • Escrow-held funds related to a property rental.
  • Platform-controlled payment flows that can be verified in Renta records.

Payments made outside Renta, including direct transfers to landlords, agents, scouts, or third parties, are not protected by Renta escrow and may not be eligible for a Renta-managed refund.

3. When A Refund May Be Approved

A refund may be considered where:

  • The property is materially different from the verified listing and the issue is reported promptly.
  • The landlord cannot provide access to the property after a valid platform payment.
  • The property is no longer available before move-in and no acceptable alternative is provided.
  • A duplicate or erroneous payment is confirmed by the payment provider and Renta records.
  • Renta administration determines, after review, that escrow funds should be returned to the tenant.

4. Non-Refundable Or Limited-Refund Items

Refunds may be declined or reduced where:

  • The tenant paid outside the Renta platform.
  • The tenant changed their mind after the landlord fulfilled the agreed rental conditions.
  • The tenant provided false, incomplete, or misleading information during screening or KYC.
  • The claim is submitted after funds have already been validly released to the landlord.
  • The issue results from user misconduct, policy violations, or off-platform arrangements.

Platform service fees may be non-refundable on completed transactions unless Renta determines otherwise after a case review.

5. How To Request A Refund

To request a refund, contact Renta support as soon as possible and provide:

  • Your full name and account email or phone number.
  • The property title or rental reference.
  • Payment reference, receipt, or transaction details.
  • A clear explanation of the issue.
  • Evidence such as screenshots, inspection notes, messages, photos, or videos where available.

You can contact us through the Contact page.

6. Review And Processing Timelines

Renta will review refund requests using platform records, payment provider records, inspection details, communications, and any evidence submitted by the parties. We may contact the tenant, landlord, scout, or other relevant parties before reaching a decision.

Approved refunds are processed back through the available payment or wallet channels. Bank and payment provider processing times may vary and are outside Renta's direct control.

Need help with a refund?

Contact Renta support with your payment reference and rental details through our Contact page.