Lenders can issue refunds to renters directly without support intervention by selecting "Issue a Refund" in the rental agreement. Refunds typically process within 8 business days and appear in the Lender Dashboard, potentially reducing the available balance. If refunds occur after rental completion, a negative balance may appear and be deducted from the next payout. Renters can request full or partial refunds via the app's rental page. Clear communication with renters is advised before issuing refunds.
Can lenders issue refunds to renters?
Yes. Lenders can now issue refunds directly to renters without needing assistance from our support team.
How to issue a refund
Open the rental page and scroll to the bottom
Under Rental Details select Issue a Refund
Enter the amount you wish to refund
Review the details and select Issue Refund
💡 Tip: Always communicate with the renter first. Let them know why you're issuing a refund and include any relevant evidence. Clear communication helps speed up the process and ensures fairness for both parties.
Are platform service fees included in the refund?
No, platform service fees paid by the Renter are non-refundable. When a Lender issues a refund, it only applies to the rental cost. However, for Lenders, the platform fee you are charged is automatically adjusted based on your final payout amount after the refund has been deducted.
Tip: You can only refund up to the total rental cost. Renter platform service fees cannot be refunded by the Lender.
How do I cancel a rental?
You can cancel a rental directly from the rental page. Select Cancel Rental, choose a reason for the cancellation from the prompt, and add an optional message to the renter before confirming.
How long do rental refunds take to process?
Refunds for cancelled or refunded rentals are typically processed within 8 business days, but often much sooner. Processing times may vary depending on payment providers and bank processing times.
Where will refunded amounts appear for lenders?
If a refund is issued, this will be reflected in the remaining amount transferred to you at the end of the rental period, and your Lender platform fee will be proportionally adjusted based on this new final payout.
What happens if a refund is processed after a rental is completed?
If a refund is processed after a rental has already been marked as complete, your lender account may show a negative balance. This amount will automatically be deducted from your next rental payout.
How do renters request a refund for a rental (including partial refunds)?
Renters can request either a partial or full refund directly from the rental page in the app. Once a request is submitted, you will receive a notification to review, approve, or decline it.