Legal
This policy covers two separate things. The first is the Pro subscription a landlord pays RentMerchant. The second is rent a tenant pays a landlord through the platform, which is money that was never ours.
If you paid for a year up front and cancel part way through, we refund the unused part of the term, prorated to the day. Cancel in month four of twelve and roughly two thirds of what you paid comes back.
The refund goes to the card or account you paid with. There is no cancellation fee and no minimum term you have to see out first.
A monthly subscription runs to the end of the period you have already paid for, and then stops. We do not prorate a partial month, because the month is the unit you bought.
Cancelling Pro does not close your account or delete anything. You drop to the Free plan, which covers up to three properties, and your tenants, invoices, documents and payment history stay where they are. If you are over the Free plan limit when you cancel, nothing is deleted: you keep read access and can export, and adding new properties resumes when you either remove some or subscribe again.
Rent belongs to your landlord, not to us. We move it, we do not hold it. A request to refund or reverse a rent payment is therefore between the tenant and the landlord, and the landlord decides.
Where a landlord agrees to refund rent, it goes back to the payment method the tenant used. A card refund usually appears within five to ten business days and a bank refund can take longer, both depending on the tenant's bank rather than on us.
The processing fee on a rent payment is charged by the payment processor at the moment the payment is taken, and it is not returned when a payment is refunded. That is the processor's rule, not ours, and it is the same wherever you collect rent online. A refunded rent payment therefore returns the rent, not the fee.
The flat RentMerchant fee on the Free plan is refunded along with the payment it was charged on.
A tenant can dispute a payment with their own bank. When that happens the money is pulled back automatically and the landlord is told, with the invoice returned to unpaid so the balance is accurate again.
For anything about a Pro charge, use our contact form and a person will read it. For a rent payment, the tenant should speak to their landlord first, since it is the landlord's decision to make.
See also our privacy policy and terms of service.