Compensation and Refund Policy

At Rentloud, we are committed to ensuring a positive and secure experience for all our users. Our Compensation and Refund Policy is designed to address issues where transactions or services do not meet expectations or agreed terms. By establishing a clear and fair process, we aim to protect both parties and uphold the integrity of our platform.


When Does the Compensation or Refund Policy Apply?

The Compensation or Refund Policy may apply under the following circumstances:

  1. Misrepresentation:
    • If a property or service is significantly different from its description or agreed terms.
    • Examples include false property listings, incorrect service details, or hidden defects.
  2. Non-Delivery of Services or Properties:
    • When a skilled worker fails to deliver agreed-upon services.
    • When access to a property, room, or rented item is not provided as promised.
  3. Cancellation Issues:
    • If a transaction is canceled by the other party without prior notice or valid reasons after payment has been made.
  4. Incomplete Transactions:
    • If the service or agreement is only partially fulfilled, such as a job being left unfinished or access to the property being restricted.
  5. Platform Errors:
    • In rare cases where technical or administrative errors on the Rentloud platform result in financial loss or inconvenience to the user.

How to Request Compensation or a Refund

  1. Report the Issue:
    • Contact Rentloud support through the platform or provided channels within 48 hours of the issue occurring.
    • Provide all necessary details, including transaction ID, screenshots, agreements, and a clear explanation of the issue.
  2. Investigation Process:
    • Our team will thoroughly investigate the reported issue by reviewing evidence, contacting the involved parties, and cross-checking platform records.
    • The process may take up to 7-14 business working days, depending on the complexity of the case.
  3. Resolution and Compensation:
    • If the claim is validated, Rentloud will provide compensation or a refund based on the case specifics.
    • Compensation may include partial or full refunds, replacement services, or an alternative resolution as agreed with the user.

Key Points to Note

  1. Adherence to Policies:
    • The issue must fall under the scope of Rentloud's Terms of Service and other related policies.
  2. On-Platform Transactions:
    • Claims are only valid for transactions completed on the Rentloud platform. Off-platform deals are not eligible for compensation or refunds.
  3. Timeframe:
    • Claims must be initiated within 48 hours of the issue occurring to ensure timely resolution.