RentSmart – SmartMatch Profile Fee Refund Policy

Scope

This Refund Policy applies to RentSmart SmartMatch Profile Fees paid directly to RentSmart Solutions, Inc. for the creation of a reusable RentSmart SmartMatch Profile.

The SmartMatch Profile Fee is not a fee paid to any landlord, property owner, property manager, or housing provider. No landlord, property owner, property manager, or housing provider receives any portion of the SmartMatch Profile Fee.

The SmartMatch Profile Fee is not purchased for any specific property. Once created and eligible for sharing, a SmartMatch Profile may be shared with one or more participating landlords, property owners, property managers, or housing providers during the applicable profile validity period.

Creation of a SmartMatch Profile does not guarantee validation, scoring, approval, selection, lease signing, move-in, or acceptance by any landlord, property owner, property manager, or housing provider.

General Rule (Non-Refundable)

The SmartMatch Profile Fee is earned upon payment and is non-refundable once paid, whether or not the prospective tenant completes all profile steps, submits all requested information, uses the profile, shares the profile, finds a property of interest, finds a property that accepts RentSmart Profiles, is selected, is approved, or secures housing.

Limited Exceptions

Refunds are available only for:

• duplicate transactions;
• documented technical error that caused a mischarge; or
• circumstances where a refund is required by applicable law.

No Refunds For

Refunds are not provided for incomplete, abandoned, or unfinished profiles; changes of mind; failure to complete profile steps; failure to provide required information; delays outside RentSmart’s control; inability to verify identity due to user error; unavailable, frozen, incomplete, delayed, or disputed third-party data; not finding a property of interest; not finding a property that accepts RentSmart Profiles; non-selection; denial; or failure to secure housing.

Reuse and Renewal

Completed SmartMatch Profiles may be shared with additional participating landlords, property owners, property managers, or housing providers during the applicable profile validity period. Additional fees may apply if the prospective tenant chooses to renew or refresh the profile, including where updated screening, reports, or verification information are required.

How to Request a Refund Under a Limited Exception

Email support@rentsmart.com within 30 days of the charge. Include your full name, email, phone number, date and time of charge, last four digits of the card or payment method, amount, and a brief description of the claimed duplicate transaction, technical error, or legally required refund basis. RentSmart may request additional information to verify the claim.

Processing Time

Approved refunds will be issued to the original payment method within 10 business days of approval.

Chargebacks

Filing a chargeback does not guarantee a refund. RentSmart may provide proof of authorization, disclosures, payment records, profile creation activity, profile activity, screening or verification activity, and processing logs to the financial institution during a dispute.

Changes

RentSmart may update this Refund Policy from time to time. Material changes will be posted with a new effective date.