1. Overview
Rentify is a peer-to-peer marketplace that connects Hosts and Renters for item rentals, and Service Providers and Customers for local services. Rentify does not own listed items, provide services directly, and is not a party to any rental or service agreement.
Refunds are handled in accordance with this policy and our Terms & Conditions.
All payments are processed securely through Stripe.
2. Host Cancellations
If a Host cancels a confirmed booking:
- The Renter will receive a 100% refund of the total booking amount.
- Refunds are processed back to the original payment method.
- Processing times may vary depending on the payment provider.
Repeated Host cancellations may result in account review or suspension.
3. Renter Cancellations
If a Renter cancels a booking:
- If cancellation occurs more than 24 hours before the rental start time → Full refund.
- If cancellation occurs within 24 hours of the rental start time → Refund eligibility may be reduced or denied.
- If the rental period has already started → No refund unless approved by Rentify following review.
Rentify reserves the right to review cancellation circumstances on a case-by-case basis.
4. Service Booking Cancellations
Each service listing specifies one of the following cancellation policies, chosen by the Service Provider. These policies apply only to Customer-initiated cancellations:
Free cancellation up to 24 hours before:
- If the Customer cancels more than 24 hours before the appointment → Full refund.
- If cancelled within 24 hours → No refund.
Free cancellation up to 1 hour before:
- If the Customer cancels more than 1 hour before the appointment → Full refund.
- If cancelled within 1 hour → No refund.
Non-refundable:
- No refund once the booking is confirmed.
Provider Cancellation Protection:
- If a Service Provider cancels a confirmed booking for any reason, the Customer always receives a full automatic refund — regardless of the cancellation policy selected on the listing.
- Repeated Provider cancellations may result in account review or suspension.
Payment Protection and Delivery Confirmation:
- Customer payments for services are held securely and are not immediately released to the Service Provider.
- After the Service Provider marks a booking as completed, the Customer has 24 hours to confirm the service was delivered as described.
- If the Customer confirms delivery, the payout is released immediately to the Service Provider.
- If the Customer does not confirm or raise a dispute within 24 hours after the appointment end time, the payout is automatically released.
- Customers who believe the service was not delivered as described should report the issue within 24 hours of the appointment. Rentify may issue a full or partial refund after review.
5. Pickup Confirmation and Rental Start
At the rental start time, the Renter is required to confirm receipt of the item through the platform.
If the Renter confirms pickup:
- The rental is considered to have started.
- Refunds for "service not provided" claims may be denied unless evidence supports misrepresentation or non-delivery.
If no confirmation is provided, Rentify may review system records, communications, and other evidence to determine eligibility.
6. Item or Service Misrepresentation
If:
- The item is materially different from its description
- The item is not available at the agreed rental start time
- The item is unsafe or unusable
- A service is not delivered as described or not provided at all
- A service differs materially from the listing, package description, or agreed terms
The user must report the issue within 24 hours of the rental start time or service appointment.
Rentify may issue:
- A full refund
- A partial refund
- Or deny the refund request if evidence does not support the claim
Evidence may include photos, platform messages, booking logs, reviews, or system confirmations.
7. Damage Reports
If damage is reported at the end of the rental:
- Payout to the Host may be temporarily paused.
- Supporting documentation may be required.
- Rentify will review the evidence before determining whether a refund or payout adjustment is appropriate.
8. Disputes
If a dispute arises:
- Funds may be temporarily held during investigation.
- Rentify will review evidence from both parties.
- Platform-generated records (timestamps, confirmations, and communication logs) may be used in decision-making.
A final decision will be made at Rentify's discretion in accordance with platform policies.
Chargebacks or payment disputes initiated outside the platform may result in account suspension or termination.
9. Non-Refundable Situations
Refunds will not be issued for:
- Change of mind after rental start or service delivery
- Failure to use the item or attend the service appointment
- Minor issues that do not materially affect usability or service quality
- Circumstances outside the Host's or Service Provider's control (unless otherwise agreed)
- Promotional or listing boost services once activated
- Service bookings marked as non-refundable where the cancellation policy was displayed before payment
10. Promotional Services
Fees paid for promotional services (e.g., listing boosts) are:
- Charged at the time of purchase
- Non-refundable once activated
- Separate from booking fees
Promotional services increase listing visibility only and do not guarantee bookings or revenue.
11. Processing Time
Approved refunds are typically processed within 5–10 business days, depending on the payment provider and banking system.
12. Contact
For refund requests or disputes, please use our Contact Us page or visit rentify.market.