Rentaro Refund & Cancellation Policy

1. Contact Unlock Payment

The contact-unlock fee is charged for providing access to the applicable property contact information.

The payment does not represent:

• Property rent.
• Security deposit.
• Advance rent.
• Brokerage fee.
• Guarantee that the property will be rented.
• Guarantee that the Lister will respond.
• Guarantee that the property will remain available.
• Guarantee that the Customer will enter into a rental agreement.

2. Cancellation Before Payment

A Customer may cancel or close the payment process before completing the payment.

If the payment has not been successfully completed, no amount will be charged by Rentaro.

If a payment has already been successfully processed, the refund rules below will apply.

3. Successful Payment and Contact Unlock

Once a payment has been successfully verified and the requested property contact information has been made available to the Customer, the contact-unlock service is considered delivered.

Accordingly, payments may generally be non-refundable after successful delivery of the contact-unlock service.

However, Rentaro may review refund requests in exceptional circumstances described in this Policy.

4. Eligible Refund Situations

A Customer may be eligible for a refund if:

• The payment was successfully charged but the contact-unlock service was not provided because of a technical failure attributable to Rentaro.
• The same transaction was charged more than once because of a duplicate payment.
• The payment was successfully completed but the corresponding service cannot be delivered due to a technical or system error.
• Rentaro determines that a refund is appropriate under applicable law.
• A refund is otherwise approved by Rentaro based on the specific circumstances of the transaction.

5. Non-Refundable Situations

A refund will generally not be provided merely because:

• The Customer changes their mind after unlocking the contact.
• The Customer does not receive a response from the Lister.
• The Lister does not agree to rent the property.
• The property does not meet the Customer's personal expectations.
• The Customer decides not to rent the property.
• The Customer finds another property.
• The property becomes unavailable after the contact information was successfully provided.
• The Customer and Lister fail to reach an agreement.
• The Customer does not use the contact information after unlocking it.

Rentaro does not guarantee the availability, suitability, condition, pricing, or successful rental of any property listed by a Lister.

6. Duplicate Payments

If a Customer is charged more than once for the same contact-unlock transaction due to a technical or payment-processing issue, Rentaro will review the duplicate transaction.

Where a duplicate payment is confirmed, the additional eligible payment may be refunded to the original payment method, subject to payment-provider processing.

7. Failed or Pending Payments

If a payment fails, is cancelled, or remains pending, the Customer should not be considered to have successfully purchased the contact-unlock service until the payment is confirmed by Rentaro's backend payment system.

If an amount is temporarily deducted by the payment provider but the payment is ultimately unsuccessful, the applicable payment provider may automatically reverse or refund the amount according to its processing rules.

Customers should not make repeated payments while an earlier transaction is still being processed unless instructed by Rentaro.

8. Payment Verification

Rentaro uses server-side payment verification to determine whether a payment was successfully completed.

A payment shown as successful on the Customer's device or browser does not by itself guarantee that the Rentaro service has been unlocked.

Rentaro may wait for appropriate payment verification or confirmation before providing the contact-unlock service.

9. Refund Processing

Approved refunds will generally be initiated through the original payment method used for the transaction.

The time required for the refunded amount to appear in the Customer's account may depend on the payment provider, bank, card issuer, UPI provider, or other financial institution.

Rentaro cannot guarantee the exact time required by third-party financial institutions to complete a refund.

10. Refund Request

To request a refund, the Customer should contact Rentaro support and provide:

• Full name
• Registered mobile number or email
• Property ID, if available
• Payment/order ID
• Transaction ID, if available
• Date of payment
• Reason for the refund request
• Any relevant supporting information

Rentaro may request additional information to verify the transaction and determine eligibility.

11. Refund Review

Each refund request may be reviewed based on:

• Payment status
• Service delivery status
• Contact-unlock status
• Transaction records
• Duplicate-payment status
• Technical issues
• Applicable laws and regulations
• Other relevant circumstances

Submitting a refund request does not automatically guarantee a refund.

12. Property Removal or Unavailability

A property may become unavailable after a Customer has successfully unlocked its contact information.

Because the contact-unlock service may already have been delivered, the subsequent unavailability of the property does not automatically qualify the Customer for a refund.

However, Rentaro may review exceptional cases at its discretion and where required by applicable law.

13. Unauthorized Transactions

If you believe a payment was made from your account without your authorization, contact Rentaro as soon as possible.

You may also need to contact your bank or payment provider depending on the circumstances.

Rentaro may investigate the transaction and take appropriate action where necessary.

14. Refunds Required by Law

Nothing in this Policy is intended to remove or restrict any rights or remedies that cannot legally be excluded under applicable law.

Where applicable law requires a refund or cancellation right, Rentaro will comply with the applicable legal requirements.

15. Changes to This Policy

Rentaro may update this Refund & Cancellation Policy from time to time.

Changes may be made to reflect:

• Changes to Rentaro services
• Changes to payment processes
• Changes to refund procedures
• Changes to applicable laws or regulations

The updated version will be published on this page with a revised “Last Updated” date.

16. Contact Us

For refund or cancellation questions, contact:

17. Acceptance

By completing a payment through Rentaro, you acknowledge that you have reviewed and understood this Refund & Cancellation Policy.

Last Updated: 01/10/2026