This Refund & Cancellation Policy explains how cancellations and refunds are handled on Rentloud, especially for payments made through our escrow system. By using Rentloud, you agree to this policy.
1. Overview of Escrow System
Rentloud uses an escrow payment system to protect both clients and skilled workers:
- Clients deposit payment before work begins (where required)
- Funds are held securely until the job is completed
- Funds are released only in accordance with platform rules
- Refunds and cancellations are subject to the status of the job at the time of request
2. Client Cancellations
2.1 Cancellation Before Work Begins
If a client cancels before the skilled worker starts work:
- The client will receive a full refund of the escrowed amount
- Processing or platform fees may be non-refundable (if applicable)
- Repeated cancellations may result in penalties or account suspension
2.2 Cancellation After Work Has Started
If a client cancels after work has begun:
- Refund eligibility will depend on the amount of work completed
- Rentloud will release a partial payment to the worker for work done
- Remaining funds will be refunded to the client
Rentloud will review available evidence including messages, work progress proof, and any agreements between parties.
3. Worker Cancellations
3.1 Before Work Begins
- The client will receive a full refund of escrowed funds
- Repeated cancellations by workers may result in penalties or suspension
3.2 After Work Has Begun
- Refund or payment decisions will be based on the amount of work completed
- Rentloud will review all communication and submitted proof
- Unjustified cancellations may negatively affect a worker's standing on the platform
4. Disputes
Either party may open a dispute if there is disagreement regarding service quality, work completion, or payment release.
During dispute review:
- Escrow funds will be temporarily held
- Both parties will be asked to provide supporting evidence
- Rentloud will review the case and determine appropriate fund distribution
Rentloud's decision on escrow disputes is final.
5. Non-Refundable Situations
Refunds will not be granted in the following circumstances:
- The job was completed as agreed
- The client fails to respond within a reasonable review period
- Payment was made outside the Rentloud platform
- There is evidence of fraud or misuse by the requesting party
6. Partial Refunds
Partial refunds will apply when:
- Work has been partially completed
- A mutual agreement is reached between both parties
- A dispute review determines shared responsibility
7. Platform & Processing Fees
Certain platform or payment processing fees may be non-refundable, even if a job is cancelled. All applicable fees will be clearly disclosed before payment is made.
8. Off-Platform Payments
Rentloud is not responsible for refunds or disputes arising from payments made outside the escrow system. Users who bypass the platform payment process do so entirely at their own risk.
Important: All transactions must be processed through Rentloud's escrow system to be eligible for refund protection or dispute resolution.
9. Refund Processing Time
Approved refunds will take up to 5 working business days to reflect, depending on your payment provider or bank processing times. Rentloud is not responsible for delays caused by third-party financial institutions.
10. Policy Updates
Rentloud reserves the right to update this policy from time to time. Changes will be posted on this page with an updated effective date. Continued use of the platform after updates are posted indicates your acceptance of the revised policy.
11. Contact Us
For refund or cancellation requests, or any questions regarding this policy, please contact us:
