Introduction

The Terms and Conditions page contains the following information about our refund policy:

Fees Non-Refundable

Certain services offered on or through the Website (including, but not limited to: online rental applications and online payments) may be subject to fees charged by Company. Once charged, fees shall immediately be deemed earned by Company as consideration for services performed and are non-refundable.

As a general rule, application fees are non-refundable.

***Please respond to ticket with appropriate before assigning to management.***

Refund Scenarios

Technical malfunction — Refund

In the event that TurboTenant, Stripe, or TransUnion malfunctioned, a full refund can be made to applicants.

Note: If TransUnion charges the applicant again when they call in, contact our TransUnion representative (Andrew Nevins at anevins@transunion.com) to request that TransUnion provides a refund on their end.

Respond with macro Refund Needed (Error or Malfunction):

Hello #{{ticket.requester.first_name}},

We apologize for the inconvenience that this error has caused you. We would be happy to refund you the application fee.

All refunds are reviewed and processed by our accounting department, so we'll just need a little information so that they can process your refund. Please provide the following information so that we can process your refund:

* Full name of the cardholder

* Last 4 digits of the card that was charged twice

Thank you for your patience.

Upon submitting the macro, the ticket will have a status of "Pending" automatically be reassigned to Management so that the refund can be processed when applicant responds with information.

Duplicate Application Fees — Refund

If an applicant submitted a second application to complete the screening process, i.e. due to an incorrect social security number, then a full refund can be given for the application with an unsuccessful screening report. Verify that a second application has been submitted with payment before submitting a recommendation for a refund.

Respond with macro Refund Needed (Re-Submitted App) :

Hello #{{ticket.requester.first_name}},

Thank you for submitting a new application and completing the screening process. We are now going to process a refund for the duplicate application fee.

All refunds are reviewed and processed by our accounting department, so we'll just need a little information so that they can process your refund. Please provide the following information so that we can process your refund:

* Full name of the cardholder

* Last 4 digits of the card that was charged twice

Thank you for your patience.

There is also a macro that can be used in the case of an accidental duplicate application the Refund Needed (Duplicate App Fee) macro:

Hello #{{ticket.requester.first_name}},

Thank you for contacting TurboTenant support.

We took a look and found the duplicate application, and we'd be happy to provide a full refund for the duplicate application fee.

All refunds are reviewed and processed by our accounting department, so we'll just need a little information so that they can process your refund. Please provide the following information so that we can process your refund:

* Full name of the cardholder

* Last 4 digits of the card that was charged twice

Thank you!

Upon submitting the macros, the ticket will have a status of "Pending" automatically be reassigned to Management so that the refund can be processed when applicant responds with information.

Unusual Cases — Possible Refund

If an applicant requests a refund, or you are dealing with an unusual situation that you think should result in a refund, then assign the ticket to management for review with an internal note to provide additional information.

Here are previous unusual cases that received a refund:

Landlord Requests Refund — Possible Refund

If the landlord is requesting a refund, or asking if our fees are refundable, you can use the Are app fees refundable? macro to explain the refund policy:

#{{ticket.requester.first_name}},

Thank you for contacting TurboTenant.

Unfortunately, our application fees are non-refundable.

The reason for this is simple: we pay a lot out of pocket to 3rd party companies, including CC processing fees, transaction fees, screening fees, and hosting & infrastructure costs. For this reason, we don't provide refunds once an application is successfully submitted.

We apologize for any inconvenience this may cause.

Tenants can contact us at support@turbotenant.com for information regarding refunds.

If the landlord responds back to request a refund for a tenant, then assign the ticket to management for review. Management may make an exception.

Applicant No Longer Interested — No Refund

See section "Response to Requests Ineligible for Refund" for more information.

Property Not Available — No Refund

See section "Response to Requests Ineligible for Refund" for more information.

Delay in Screening Report — No Refund

See section "Response to Requests Ineligible for Refund" for more information.

Disputes in Screening Report Information — No Refund*

*This may be eligible for a refund if there was a complete mismatch in criminal history. Assign to Management for review if you're not sure.

Response to Requests Ineligible for a Refund

If a tenant requests a refund through a help ticket, you can respond with the Application Refund #1 macro:

Thank you for contacting TurboTenant.

We're very sorry, but our application fees are non-refundable.

The reason for this is simple: we pay a lot out of pocket to 3rd party companies, including CC processing fees, transaction fees, screening fees, and hosting & infrastructure costs. For this reason, we don't provide refunds once an application is successfully submitted.

We apologize for any inconvenience this may cause.

If the tenant requests a refund again, you can respond with the Application Refund #2 macro:

While I appreciate your concern, our application fees are non-refundable. You can read more regarding this in our Terms of Use here: http://www.turbotenant.com/terms

In the event of a technical malfunction with our service or a duplicate application fee, we may initiate a full or partial refund.

If you would like to have your refund request reviewed by our accounting department, please fill out and submit our Refund Request form, which can be found here : http://www.turbotenant.com/refund-request

Our accounting department will review it and you can expect a response in 3 - 10 business days.

Thanks!

The completed form will be assigned to Management. If the tenant responds again, and you do not know if a form has been filled out, then you can assign the ticket to Management.

Refund Requests Assigned to Management

A Management team member will review the request, and choose to deny a refund or approve a full refund.

Denied

A denied request will receive the macro Refund Request Denied:

#{{ticket.requester.first_name}},

We have reviewed your refund request. Our application states that there is a fee to submit the application, credit card information was entered and the button titled “Submit & Pay” was clicked.

Additionally, our terms of service were linked and clicked as "Accepted." These terms are as follows:

**Fees Non-Refundable**

Certain services offered on or through the Website (including, but not limited to online rental applications and online payments) may be subject to fees charged by Company. **Once charged, fees shall immediately be deemed earned by Company as consideration for services performed and are non-refundable.**

Since the application was successfully submitted and our service functioned as intended, you were charged accordingly.

Unfortunately, because of these reasons this transaction is not eligible for a refund. I apologize for the inconvenience.

If the landlord made other promises outside the scope of our services, you would need to contact them directly.

Approved as an Exception

A one-time exception approval will receive the macro Landlord Refund Request - Approved:

#{{ticket.requester.first_name}},

Our application fees are non-refundable. The reason for this is simple: we pay a lot out of pocket to 3rd party companies, including CC processing fees, transaction fees, screening fees, and hosting & infrastructure costs. For this reason, we don't typically provide refunds once an application is successfully submitted.

However, we have reviewed your situation and we are going to make an exception for your applicant. As a courtesy, we will issue your applicant a refund on their application fee.

Please provide the name of the applicant so that we can process this refund.

Thank you for choosing TurboTenant!

If the landlord is requesting a refund of more than one tenant, then assign to Management for review.

Refund Processed

There are three macros to indicate that a refund has been processed, depending on the situation. Each macro will close the ticket.

Requests Over the Phone

In the event that you are speaking with a landlord or tenant who is requesting the refund of an application fee, tell them that we do not process refunds over the phone and a new ticket will be created for their request. Create a ticket with the requester's email and complete the process according to the situation.

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