Refund Policy

This policy outlines the terms and conditions for refunds on RentEZ, including application fees, platform fees, and other payments made through our platform.

1. Tenant Application Fee

RentEZ charges a non-refundable R100 application fee for each property application submitted by tenants. This fee covers:

• Processing of your application
• Initial verification of documents
• Financial qualification checks
• Presenting your application to the landlord

Non-Refundable Circumstances

The application fee is non-refundable in the following circumstances:

• Your application is rejected by the landlord
• You withdraw your application
• You fail to meet the financial qualification criteria (3x rental income requirement)
• You provide incomplete or inaccurate information
• You fail to respond to verification requests in a timely manner

Refundable Circumstances

The application fee may be refunded in the following exceptional circumstances:

• The property is no longer available due to the landlord removing the listing before your application is processed
• Technical errors in the application process that prevented proper submission
• RentEZ fails to process your application within 7 business days due to system issues

2. Landlord Platform Fee

RentEZ charges landlords a platform fee of 4% of the monthly rental amount. This fee is applicable for each month a lease is active on the platform.

Refund Policy for Platform Fees

Landlord platform fees may be refunded in the following circumstances:

• The tenant fails to pay rent and the landlord has initiated the dispute resolution process through the platform
• The property becomes uninhabitable due to circumstances beyond the landlord's control, and the lease is terminated as a result
• Duplicate or erroneous charges due to technical issues

Platform fees are not refundable if:

• The landlord terminates the lease early without a valid reason as defined in the lease agreement
• The landlord fails to maintain the property according to the terms of the lease
• The landlord decides to stop using RentEZ while a lease is still active

3. Deposit Management

In accordance with South African law, tenant deposits are held in interest-bearing accounts. Upon lease termination:

• The deposit plus accrued interest will be returned to the tenant within 7 business days after final inspection
• If damages are found, the cost of repairs will be deducted from the deposit
• An itemized statement will be provided for any deductions made

Deposit refunds are processed through the platform to ensure transparency and compliance with legal requirements.

4. Payment Processing Errors

In case of technical errors resulting in duplicate charges or incorrect amounts being processed:

• RentEZ will refund the erroneous charges within 5 business days of verification
• Users must report such errors within 30 days of the transaction
• Supporting documentation may be required to process these refunds

5. Cancellation of Premium Services

For any premium or additional services purchased through RentEZ:

• Cancellations made within 48 hours of purchase and before the service is utilized will receive a full refund
• No refunds will be issued for partially used services
• Subscription services can be cancelled at any time, but refunds are only issued for the current billing period if cancelled within 5 days of being charged

6. Refund Process

To request a refund:

1. Log in to your RentEZ account
2. Navigate to "Billing & Payments" in your dashboard
3. Select the transaction you wish to dispute
4. Click "Request Refund" and complete the form explaining your reason
5. Submit any supporting documentation if required

Refund requests are typically processed within 5-7 business days. Approved refunds will be issued to the original payment method when possible.

7. Contact Information

If you have questions about our refund policy or need assistance with a refund request, please contact our billing department at:

Email: billing@rentez.co.za

Last updated: 2025/04/28