Payout Settlement Policy · Tentunit Help Center

Version 1.0 (Draft — pending legal review) · Effective Date: July 11, 2026 · Applies to: Tentunit Business

This page is informational. It explains, but does not override, the Payments & Rent Collection Terms, which control.

1. Overview & Definitions

This page explains how rent collected from your tenants becomes money in your bank account: the schedules, the things that can slow a payout down, and what happens when a payout fails or has to be adjusted. The binding rules are in the Payments & Rent Collection Terms, particularly Sections 7, 8, 10, and 16.

1.1 Purpose of This Policy

Tentunit, Inc. (“Tentunit,” “we,” “us”) acts as your limited payment collection agent (agent of payee) for rent and lease-related charges; Tentunit is not a bank or e-money issuer. The regulated work of processing, settlement, and payouts is performed by Stripe — Stripe, Inc. (US), Stripe Payments Europe, Ltd. (Central Bank of Ireland), or Stripe Payments UK, Ltd. (FCA) — through the Stripe Connect account associated with your Tentunit Business account. This page walks through that pipeline in plain language.

1.2 Key Definitions

“Payout” means a transfer of settled funds — collected from tenants on your behalf, net of applicable fees, offsets, reserves, and holds — to the external bank account linked to your Connected Account.
“Settlement” means the process by which a captured tenant payment becomes cleared, available funds within Stripe’s systems, after which a Payout can be initiated. Capture, settlement, and Payout are distinct steps, which is why a tenant can see “paid” before you see funds.
“Connected Account” means the Stripe Connect account created for you and associated with your Tentunit Business account, through which onboarding, verification, settlement, and Payouts are performed.
“Business Days” means Monday through Friday, excluding public and bank holidays in the jurisdiction of the relevant payment leg.

Verification prerequisites are described in the KYC & Identity Verification Policy; risk reviews that can pause payouts are described in the AML & Fraud Prevention Policy; chargeback-driven offsets are described in the Chargeback & Dispute Handling Policy. The controlling terms for all of these are the Payments & Rent Collection Terms.

2. Payout Schedules

Most payouts run on a predictable clock. This section sets out the standard schedules and the situations — first payouts, weekends, holidays — that stretch them.

2.1 Standard Timing

Subject to verification, holds, reserves, and offsets:

United States: Payouts are initiated 1–2 business days after the tenant’s payment is captured.
European Union: Payouts are initiated within 5 business days after capture, with bank settlement via SEPA typically taking a further 1–3 business days.

Timing also depends on the tenant’s payment method: card payments generally settle faster than ACH or SEPA Direct Debit, which can take several business days to clear and can still be returned after apparent success.

2.2 First-Payout Delays

Your first Payout cannot be initiated until identity verification (KYC) and, where applicable, business verification (KYB) via Stripe Identity are complete, together with valid tax forms (W-9/W-8) and a verified bank account. Funds collected before verification completes are held and released once onboarding is finished. Completing verification early — ideally before your first tenant pays — is the most effective way to avoid a delayed first Payout. See the KYC & Identity Verification Policy for what to prepare.

2.3 Weekends and Holidays

Payouts are initiated and settled on business days only. A rent payment captured on a Friday evening, a weekend, or the day before a bank holiday will not begin its payout clock until the next business day, and holidays differ between the US, the EU member states, and the UK — the relevant calendar is that of the payment leg involved. Your bank may also take additional time to post an incoming transfer.

2.4 Service Target, Not Guarantee

As stated in Section 7.1 of the Payments & Rent Collection Terms, payout timing is a service target, not a guarantee, and is excluded from any service level agreement applicable to your subscription. Actual timing depends on your bank, the payment method, and Stripe’s settlement processes.

3. Holds & Delays

Sometimes a payout pauses. This section explains the legitimate reasons that happens and what notice you can expect.

3.1 Reasons for Holds

We or Stripe may delay or hold Payouts where reasonably necessary to:

Complete KYC/KYB, enhanced due diligence, or re-verification (including after a bank account change);
Conduct a risk review of suspected fraud or unusual activity;
Complete AML, sanctions, or regulatory checks, or comply with law, court order, or a regulator, card network, or Stripe requirement;
Manage open disputes or chargebacks, including holding disputed amounts pending outcome; or
Address verification gaps, such as expired documents or missing tax forms.

Reserves — ongoing holds of a fixed amount, a percentage of volume, or a rolling period — may also be established under Section 8 of the Payments & Rent Collection Terms where your risk profile warrants.

3.2 Notification

Where legally permitted, we will notify you of a compliance-related hold within 5 business days of placing it. Notification may be withheld or delayed where disclosure is prohibited by law, would compromise an investigation, or is restricted by a regulator, card network, or Stripe — including the no-tipping-off rules described in the AML & Fraud Prevention Policy.

3.3 Release

Held funds are released promptly once the basis for the hold is resolved, subject to any reserve. The fastest way to resolve most holds is to respond completely and promptly to any information request in your dashboard or from [email protected].

4. Failed Payouts

Occasionally a payout leaves Stripe but cannot land. This section covers the common causes and how to fix them.

4.1 Common Causes

Payouts fail most often because of incorrect bank details (a mistyped account or routing number, or details in the wrong name), a closed bank account, or a returned transfer rejected by the receiving bank. Payouts are made only to the verified external bank account in the name of the verified landlord entity — never to third parties, cards, or cash — so a mismatch between account name and verified identity is a frequent failure cause.

4.2 Resolution Steps

When a Payout fails: (1) we notify you through your dashboard and by email; (2) the returned funds are credited back to your Connected Account balance; (3) you correct or re-link your bank account, which may trigger re-verification and a temporary delay under Section 7.3 of the Payments & Rent Collection Terms; and (4) the Payout is re-initiated to the verified account. If we cannot reach you or your account remains unverifiable, funds are held and, ultimately, unclaimed amounts may be handled under applicable unclaimed property laws as described in Section 17.2 of the Payments & Rent Collection Terms.

4.3 No Interest on Held Funds

Tentunit does not pay interest or other compensation on funds awaiting a corrected bank account or otherwise held in transit. Keeping your linked bank account current is your responsibility.

5. Adjustments & Reversals

Ledgers occasionally need correcting. This section explains how errors, duplicates, and clawbacks are handled.

5.1 Error Correction

If an amount was paid out to you incorrectly — for example, because of a platform miscalculation or a misapplied payment — we will correct your ledger and reverse the erroneous amount from your balance or future Payouts. Where the error was Tentunit’s, tenant-facing refunds are made at our cost under Section 11.3 of the Payments & Rent Collection Terms; but funds you were not entitled to receive are recovered regardless of whose error caused the payout.

5.2 Duplicate Payouts

If a technical fault causes the same funds to be paid out twice, the duplicate amount is owed back to us. We will notify you and recover it by reversal, by offset against future Payouts, or by invoice, consistent with Section 16 of the Payments & Rent Collection Terms.

5.3 Clawbacks

Some tenant payments succeed provisionally and are reversed later — an ACH return, a SEPA Direct Debit refund under scheme rules, or a bank-initiated recall. If the underlying funds have already been paid out to you, the reversed amount becomes a Negative Balance, which you must repay on demand under Section 16.1 of the Payments & Rent Collection Terms, whether or not your account remains open.

6. Dispute Offsets

When a tenant dispute is resolved against you, the money has to come from somewhere. This section explains the order in which we recover it.

6.1 Chargeback and Negative-Balance Offsets

Amounts you owe from chargebacks — the disputed amount, the processor’s pass-through fees, and the $15 administrative fee where the dispute is resolved against you — may be offset from your future Payouts or invoiced to you. The same applies to any other Negative Balance on your account. The disputed amount is debited when a chargeback is initiated, per scheme rules, and re-credited if you win; see the Chargeback & Dispute Handling Policy for the full lifecycle.

6.2 Order of Application

Unless applicable law requires otherwise, recovered amounts are applied in the order set by Section 16.2 of the Payments & Rent Collection Terms: (1) amounts owed to tenants or third parties by law, scheme rules, or court order; (2) chargeback amounts and associated processor pass-through fees; (3) the $15 administrative fee and other fees payable under the Payments & Rent Collection Terms; (4) refunds you have initiated; and (5) any other amounts you owe. Security deposit funds held in the segregated custodial account are not available for offset, except as directed by a court order or expressly permitted by applicable law.

6.3 Invoicing When Payouts Are Insufficient

If your upcoming Payouts are insufficient to cover what you owe — for example, after a large chargeback on a low-volume account — we may invoice you for the remainder, and where you have separately authorized us or Stripe, debit your linked bank account. Unpaid Negative Balances survive account closure and remain due on demand.

6.4 Questions and Escalation

Payout questions go to [email protected]. EU and UK payment complaints go to [email protected] (acknowledged within 72 hours, target resolution 15 business days). If you believe an offset or hold was applied in error, you may appeal within 14 calendar days to [email protected].

Tentunit, Inc. · Delaware, USA