Policies

Extenuating Circumstances Policy

Effective Date: 21 July 2025

At Tentunit, we understand that extraordinary events sometimes prevent users from fulfilling commitments or using the platform as planned. While our general Cancellation & Refund Policy treats most fees and transactions as final, we maintain a narrowly tailored Extenuating Circumstances Policy to address rare, verified emergencies.

This policy provides limited exceptions for renters, landlords, or subletters who are directly impacted by unforeseen and unavoidable circumstances beyond their control.

1. What Qualifies as an Extenuating Circumstance?

Tentunit may consider issuing a partial or full refund, or taking other discretionary action, if one of the following occurs:

  • Severe illness or injury of the user or an immediate family member, substantiated by medical documentation.
  • Natural disasters (e.g., floods, wildfires, hurricanes) that render a listed property uninhabitable or disrupt tenancy.
  • Government-mandated evacuations, lockdowns, or border closures, including travel bans.
  • Verified death of a renter, subletter, or landlord.
  • Major structural damage to a listed property (e.g., fire, burst pipes) that materially prevents safe occupancy.
  • Legal emergencies (e.g., urgent court orders or protection orders) that prevent fulfillment of a housing agreement.

Tentunit reserves the right to request third-party evidence, such as official records, photographs, government notices, hospital documentation, or death certificates.

2. What Does Not Qualify

The following do not constitute valid extenuating circumstances under this policy:

  • Change of mind or voluntary cancellation
  • Landlord or renter disputes not based on emergency
  • Non-response from another party
  • Listing being rented outside the platform
  • Application denial
  • Issues covered by other policies (e.g., defective merchandise, billing errors)

3. How to Request Consideration

If you believe you are affected by a qualifying extenuating circumstance:

  1. Email us at [email protected] within 7 days of the event.
  2. Subject Line: “Extenuating Circumstances Request – [Your Name]”
  3. Include:
    • Your full name and Tentunit account email
    • A description of the event and how it impacted your use of Tentunit
    • Documentation supporting your claim (e.g., doctor’s note, emergency order, photos, or other third-party evidence)

4. Tentunit’s Review Process

Our compliance and trust team will review your request within 5–10 business days. We will notify you by email with one of the following:

  • Approved: Refund or account adjustment will be processed immediately.
  • Partially Approved: A limited refund, credit, or action will be taken.
  • Denied: We will explain why the request did not meet the policy criteria.

All decisions under this policy are final and made at the sole discretion of Tentunit. Approval of one request does not guarantee similar outcomes in future cases.

5. Policy Scope and Modifications

This policy applies to all users of Tentunit, including landlords, renters, and subletters. It covers only Tentunit-related fees and services (e.g., application, listing, verification, merchandise), not independent lease obligations or rent payments outside our platform.

Tentunit reserves the right to amend, suspend, or revoke this policy at any time without prior notice. All updates will be posted publicly.

For questions about this policy, contact:  [email protected]
 Tentunit, Inc. – Legal & Trust Division

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