Disclaimer: TentUnit is currently in pre-launch development. The following policies, terms, and informational content are provided for transparency and feedback purposes only. They do not represent binding agreements or legal obligations until TentUnit is officially launched and registered as a legal entity. All content is subject to change prior to launch.
Effective Date: July 18, 2025
Scope: This Cancellation & Refund Policy (“Policy”) applies to all users of Tentunit, including renters (applicants) and landlords (listing owners). We use a unified policy covering all user types (with role-specific sections) for clarity and consistency. This unified approach ensures all parties understand Tentunit’s rules regarding cancellations, fees, and refunds, and it helps maintain a fair, streamlined process for everyone.
General Overview
Tentunit is a rental listings platform that connects renters with landlords. Tentunit facilitates rental applications, property listings, and certain rental transactions (including processing rent payments), but remains a facilitator rather than an actual party to any lease or rental agreement between renters and landlords. In other words, we help process applications and payments, but the lease agreement itself is between you (the renter) and the landlord. This Policy governs only the fees and transactions on the Tentunit platform such as application fees, listing fees, service fees on rent payments, and merchandise purchases and it outlines how cancellations and refunds for those platform based transactions are handled.
Key Principle: Tentunit generally treats all fees and transactions through our platform as final and non refundable. This means that fees for our services (applications, listings, etc.) are not returned once paid, and merchandise sales are considered final. We adopt this approach both to align with standard industry practices and to ensure we can continue offering our services at predictable costs. Below, we detail specific scenarios by user group.
Renters: Application Fees and Cancellations
Application Fees (Non-Refundable): When you apply for a rental unit through Tentunit, an application fee is charged (this covers services like credit and background checks). All application fees are non-refundable, without exception. This fee is for processing your application and is incurred at the time of submission, so it cannot be returned regardless of the application outcome. (It is standard in the rental industry that application fees are almost always non-refundable.)
No Refunds Regardless of Outcome: Once you submit an application, Tentunit immediately engages third-party processing services. Therefore, the application fee will not be refunded under any circumstance, including if: (a) you withdraw or cancel your application after submission, (b) the landlord/property manager rejects your application or chooses another tenant, or (c) you find housing elsewhere or change your mind after applying. The purpose of this policy is to ensure only serious applicants and to cover the cost of processing which is why the fee remains non-refundable in all cases.
Cancellation by Renters: Since Tentunit’s role for renters is to facilitate applications (rather than to book reservations), “cancellation” from a renter’s perspective usually means deciding not to proceed with an application or tenancy. If you decide not to move forward with a rental after submitting an application (even if you are approved by the landlord), Tentunit will not refund the application fee. If Tentunit offers options to make other payments through our platform (for example, a holding fee or initial rent payment), those payments would also be subject to this Policy and are generally non-refundable, except as required by law or stated otherwise at the time of payment.
Important Rent Payments and Deposits: Tentunit may provide services for paying rent or deposits through our platform, but Tentunit is not the landlord and not the ultimate holder of those funds on your behalf. Any money paid toward a rental agreement (such as a security deposit or first month’s rent) that is processed via Tentunit will be passed on to the landlord (minus any service fees per our terms). If you paid money directly to a landlord outside of Tentunit, that transaction is entirely outside the scope of this Policy and governed by your lease or rental agreement. For example, if you sign a lease and then cancel it, whether you can recover a deposit or prepaid rent depends on your agreement with the landlord and local landlord-tenant laws (not on Tentunit’s policies). Tentunit encourages landlords to fairly refund tenants in such cases when required, but we do not control those funds once they go to the landlord.
Landlords: Listing Fees, Subscriptions, and Cancellations
Listing Fees & Subscriptions (Non-Refundable): Tentunit may charge landlords (property owners/managers) fees to list properties on our platform or for upgraded listing services (for example, featured listings or subscription packages for multiple listings). All listing fees are non-refundable once you pay to post a property or for any advertising/subscription package, that payment is final. There are no refunds or credits for unused time or early termination. For instance, if you paid for a 30-day listing and you fill your vacancy in 10 days, the fee for the remaining 20 days will not be returned; all listing sales and transactions are final. Similarly, if you decide to cancel your Tentunit account or stop using our service, any fees you’ve paid for listings or subscriptions will not be refunded.
Service Fee on Rent Transactions: In addition to listing fees, if Tentunit processes rent payments through the platform, we deduct a non-refundable service fee (for example, 8%) from each rent or payment transaction. This service fee is considered earned by Tentunit once the transaction is completed. Even if a rental agreement falls through or is later canceled by either party, the service fee on any processed payment will not be refunded. For example, if a landlord uses Tentunit’s payment feature to collect a tenant’s first month’s rent and then the landlord decides to cancel the lease, Tentunit will not refund the processing fee that was deducted from that transaction.
Policy Violations or Removals: If Tentunit must remove or suspend your listing due to a violation of our Terms of Service or community guidelines (for example, fraudulent content, illegal discrimination, or other misuse of the platform), you will not be entitled to any refund of listing fees you have paid. Maintaining the integrity of the marketplace is crucial; thus, fees won’t be returned in cases where Tentunit takes down a listing because of improper conduct by the landlord.
Service Expectations (No Guarantee of Results): Tentunit charges listing fees for the opportunity to advertise your rental to the Tentunit community; these fees are not contingent on the outcome of your listing. In other words, paying to list your property is a fee for the advertising service itself, which is considered delivered once your property is posted and visible to renters. We do not guarantee that you will find a tenant, receive a certain number of inquiries, or rent your unit quickly nor do we offer refunds if your results do not meet expectations. Other industry platforms follow this same standard: they provide the service of listing but typically do not refund fees based on a failure to rent a unit or a lack of inquiries. We encourage landlords to ensure their listing details (photos, description, price) are accurate and appealing to maximize success, but ultimately Tentunit cannot guarantee outcomes and will not refund listing fees due to unsatisfactory results.
Cancellation by Landlords: In the Tentunit context, a landlord “cancelling” usually means either taking down a listing or backing out of a rental agreement with a renter. If you simply remove your listing or terminate a paid listing/subscription early, no portion of your paid fees will be refunded (as noted above). If you have accepted a renter’s application and perhaps even collected a payment (whether through Tentunit’s platform or via an external method) and then you decide to cancel or not move forward with the rental, that situation is primarily between you and the renter.
Merchandise Purchases (All Sales Final)
Tentunit may offer merchandise for sale (for example, TentUnit-branded apparel or other goods). All merchandise sales are final. We do not accept returns, exchanges, or buyer-initiated refunds on merchandise purchases. Please review product details, sizing, and your order information carefully before confirming your purchase. By completing a merchandise order, you acknowledge that you will not be able to return the item for a refund or exchange simply due to a change of mind, dislike of the product, or ordering the wrong size. In essence, treat these purchases as “no returns, no refunds” transactions – all sales are final.
Damaged or Defective Items: If you receive a merchandise item that is damaged, defective, or incorrect, you should contact Tentunit Customer Support within 7 days of receiving the product. While we do not generally allow returns or refunds, we will work with you to remedy issues of defect or error. This may include sending a replacement item or providing a refund at our discretion for the defective merchandise. Our goal is for you to receive the item in the condition promised. Aside from cases of genuine damage, defect, or shipping error, no returns or refunds will be issued for merchandise (for example, we cannot offer refunds for buyer’s remorse or normal wear and tear of an item).
Exceptions and Special Circumstances
Extenuating Circumstances: Tentunit understands that unexpected, serious events can occur (for instance, natural disasters or major emergencies). As a general rule, our fees remain non-refundable even in unforeseen circumstances, because the fees usually correspond to services already rendered (e.g., processing an application, running a background check, or displaying a listing for a period of time). However, Tentunit reserves the right to make exceptions, in its sole discretion, in truly extraordinary situations. Any such exception (for example, granting a courtesy credit or refund) will be considered on a case-by-case basis. Granting an exception in one instance does not waive our right to strictly enforce this Policy in the future. In other words, if we make a one-time exception due to a catastrophe or unusual event, that does not mean we will do so for every incident – each case will be evaluated individually.
Legal Requirements: If applicable law or regulation in your jurisdiction requires a refund despite our no-refund policy, Tentunit will comply with the law. Nothing in this Policy is intended to limit any rights you may have under consumer protection laws. For example, some states or countries may impose specific rules on rental application fees or require certain refunds under particular conditions. Tentunit’s intention is to follow all such laws. In any region where a part of this Policy is not permitted by law, that portion will be deemed modified or omitted to comply with legal requirements, and all other provisions of the Policy will remain in effect. We are committed to being legally compliant and fair, so we will honor any refund obligation that is mandated by applicable law even if our general policy states no refunds.
Platform Errors: If a technical error on Tentunit’s side (or a payment processing mistake) causes you to be charged an incorrect amount or charged more than once, we will correct the error. In such cases of billing mistakes or duplicate charges, Tentunit will issue the appropriate refunds or credits to fix the situation. These corrections are not considered “exceptions” to our no-refund policy, but rather our responsibility to ensure accurate billing. Similarly, if a payment fails to go through properly or there is a glitch that results in a failed service delivery that you paid for, we will work to make it right – this could include refunding a fee or providing a credit for the service not received. If you suspect a payment error or have been overcharged, please contact us promptly. Tentunit will investigate and address the issue as quickly as possible to ensure you are only paying for what you intended to pay for.
Unified Policy for All Users (Renters & Landlords)
Tentunit has elected to use one comprehensive cancellation and refund policy for both renters and landlords, rather than separate policies for each group. This approach is effective and standard in the industry. Major platforms often present unified policies with provisions applicable to all users, specifying differences where necessary within the same document. We have structured this Policy in the same way – a single document that clearly delineates rules for each role where appropriate.
By having a single Policy for everyone:
- Consistency is ensured: All parties (whether renters or landlords) consult the same document, so there is no confusion about which rules apply. Everyone using Tentunit is on the same page regarding what fees are non-refundable and how cancellations are handled.
- Reduced Operational Burden: Maintaining one policy (instead of two separate ones) means fewer documents to update and less risk of discrepancy. It is easier for Tentunit to keep one unified Policy up-to-date and legally compliant. Any change (due to a new law or a new platform feature) can be reflected universally without the risk of conflicting terms in different documents.
- Clarity for overlapping scenarios: In the rental marketplace, it’s possible for a user to be both a renter and a landlord at different times (for example, someone renting one home while subletting another property). A unified Policy avoids gaps or overlaps in coverage – all terms are in one place. Such a user can find both the rules on their application fee and the rules on their listing fee without having to switch between two separate policies.
While it’s possible to have distinct policies for renters and landlords, that approach can lead to duplication and inconsistency. Industry practice favors a single, unified policy document with clearly marked sections for each user type’s concerns. Tentunit’s unified Policy is designed to be clear, user-friendly, and in line with standard practice, making it easy for all users to understand their rights and responsibilities without needing to reference multiple documents.
Security Deposits
A security deposit is an upfront sum paid by a tenant to guarantee performance of a lease (e.g. covering unpaid rent or property damage). It is typically collected with the first month’s rent and often equals about one month’s rent (laws commonly cap it at 1–2 months). This deposit is fully refundable if the tenant meets all lease obligations (otherwise the landlord may deduct documented costs). We hold the deposit in escrow on behalf of the landlord and tenant until lease end.
- Deposit Limits: Most jurisdictions limit security deposits (commonly to 1–2 months’ rent). Some places even require payment of interest on the deposit.
- Use of Funds: By law, deposit funds may only be applied to unpaid rent or damages beyond normal wear-and-tear. For example, the deposit can offset unpaid rent or necessary repairs when the tenant vacates.
- Return Process: After the lease ends, the landlord inspects the property. If there are no valid claims, the full deposit is returned promptly (within the timeframe prescribed by law – often 14–60 days). If deductions are needed, the landlord provides an itemized statement and the remaining balance is refunded.
- Tax/Revenue: Critically, a refundable security deposit is not income. IRS guidance says if you plan to return the deposit, do not count it as rental income when received. (Only the portion actually kept for damages becomes income in that year.) Thus, the deposit is always recorded as a liability, not part of our revenue.
- Fee Regulations: A security deposit is not a sales or service fee. In fact, regulators treat a true refundable deposit differently than nonrefundable fees. For example, U.S. guidance notes that a security deposit held outside a credit account is exempt from ordinary fee caps. Likewise, some local laws expressly prohibit “excessive fees related to security deposits”. We must therefore label the deposit clearly as refundable security money and not include it in any fee structures.
Tentunit will not release any portion of the deposit until the landlord provides written confirmation, along with itemized deductions if applicable, in accordance with local landlord-tenant law.
Disclaimer: Tentunit uses commercially reasonable escrow practices through regulated financial institutions; we are not a licensed escrow agent under state law and do not provide legal or fiduciary advice.
Deposit Handling in Our System
Our platform acts as the custodian of the security deposit. When a lease is booked, the tenant pays the deposit to us and we hold it in escrow. Upon lease completion and move-out, the landlord inspects the unit and informs us of any damages or unpaid balances. If there are no issues, the landlord notifies us that the deposit is fully refundable, and we release 100% of the deposit back to the tenant. If there are claims, we deduct only the justified amount (with documentation) and forward it to the landlord; the remainder is refunded. The timing of refund or payout follows the lease agreement and local law (e.g. within the legal deadline). At all times, the deposit funds are segregated in our system until disbursement – they are never used as company revenue.
Legal & Compliance Considerations
Collecting a security deposit is a standard, legal practice in rental agreements. However, we must comply with all applicable rules. For example, most states cap the allowable deposit and mandate a deadline for return. We handle deposits accordingly so as not to violate any limits. Importantly, because the deposit is refundable, it is not treated as a fee or income. As noted by the IRS, a deposit intended for return is excluded from taxable income. Similarly, consumer regulations (e.g. CFPB/Regulation Z) clarify that such a refundable security deposit when not charged as a consumer fee – is not subject to standard fee caps.
We also watch for “junk fee” rules in housing. Some jurisdictions have recently cracked down on hidden or excessive rental fees. For instance, one locality explicitly forbids charging any “excessive fees related to security deposit”. To stay compliant, we never designate the deposit as a surcharge or profit. Instead, we only collect it to hold on behalf of the transaction. All terms (amount, use, refund conditions) are clearly disclosed to the tenant. In summary, charging and holding a security deposit is legal if done transparently and in accordance with landlord-tenant laws. It does not become part of our revenue – it remains the tenant’s money unless properly used to cover valid landlord claims.
Changes to This Policy
Tentunit may update or modify this Cancellation & Refund Policy from time to time as our platform evolves or as laws change. If we make material changes, we will provide notice to users (for example, by email or by posting a prominent notice on our site) prior to the changes taking effect. The “Effective Date” at the top of this Policy will always indicate when the last changes were made. We encourage you to review this Policy periodically to stay informed of our current terms. Continued use of Tentunit after an update constitutes acceptance of the revised Policy. If you do not agree with an upcoming change, you should cease using the platform before that new Policy takes effect and, if applicable, contact Tentunit to address any concerns. This way, you are always aware of the rules that apply when using our services.
Contact Information
If you have any questions or concerns about this Cancellation & Refund Policy, or if you believe you qualify for an exception under the “Exceptions and Special Circumstances” section, please contact Tentunit Support for assistance. You can reach us at [email protected] or via our Help Center on the Tentunit website. Our customer service team will be happy to address your inquiries and provide clarification about our cancellation and refund terms. We are here to help and want to ensure you fully understand our policies and how they affect your use of Tentunit.
Acceptance of Terms
By using the Tentunit platform, you acknowledge that you have read and understood this Cancellation & Refund Policy and agree to be bound by its terms. This Policy is designed to be transparent and fair – balancing user needs with the practical realities of Tentunit’s operations. We appreciate your business and are committed to making your experience as straightforward and positive as possible under these guidelines. Thank you for choosing Tentunit!