Refund Policy
Last updated: 22 September 2026
This policy explains when TENTai refunds a payment made through its portal, by card, online transfer, direct bank transfer or bank deposit. It forms part of our Terms of Service.
1. What we pay for you, and why refunds are limited
Payments through the Portal are for rent, service charges, deposits and other amounts set by a tenancy, lease or service agreement. Much of this money is collected on behalf of property owners and held in a designated client-funds account. Because these payments settle an amount you owe, they are not refundable simply because you change your mind. A refund is made in the situations below.
2. When you are entitled to a refund
- Duplicate payment — the same charge paid more than once.
- Overpayment — you paid more than the amount due.
- Payment in error — a charge that was raised or applied to you by mistake.
- Failed transaction — your account was debited but the payment did not complete. These are usually reversed automatically by your bank or the payment processor within 24–72 hours; if not, we will refund once the processor confirms the funds reached us.
- Refundable deposit — returned at the end of a tenancy in line with the tenancy agreement, less any deductions it permits (for example unpaid rent or damage beyond fair wear and tear), with an itemised statement.
- Declined or withdrawn tenancy — any amount paid towards a tenancy offer that is withdrawn by us, or that we decline, is refunded in full.
Where the tenancy or service agreement you signed provides different refund terms, those terms apply.
3. How to request a refund
Contact us through the Portal within 30 days of the payment, giving the payment reference, the amount, the date and the reason. For a bank transfer or deposit, include the bank’s receipt or teller.
4. How long it takes
- We acknowledge a refund request within 2 business days.
- We decide on it within 10 business days and tell you the outcome and reasons in writing.
- Approved refunds are initiated within 5 business days of approval. Card refunds can take a further 5–10 business days to appear, depending on your bank.
5. How refunds are paid
- Card and online payments are refunded to the original payment method where the processor allows.
- Bank transfers and deposits are refunded by bank transfer to an account in the name of the person who paid. We will ask for evidence of the account before paying.
- Refunds are made in the currency of the original payment. We do not cover exchange-rate differences.
- Processing fees charged by the payment processor are not refundable, except where the refund is due to our error.
6. Money already paid to a property owner
Where the payment has already been passed to the property owner, we will recover it from the owner’s next remittance or by agreement with them before refunding you. We will tell you if this affects the timeline.
7. Chargebacks
Please contact us before disputing a payment with your bank — most issues are resolved faster directly. If a chargeback is raised, we will provide the payment records to the processor, and any refund already made will not be paid twice.
8. Complaints
If you are unhappy with how a refund request was handled, reply to our decision and it will be reviewed by a senior member of staff who was not involved in the original decision.