Tentunit Business — Refund & Dispute Resolution Policy

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

This is a binding policy and forms part of your agreement with Tentunit.

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1. Overview & How the Three Money Types Differ

Three very different kinds of money move through Tentunit Business — our subscription fees, tenants’ rent, and security deposits — and each is refunded and disputed differently. This policy explains which rules apply to which money.

1.1 Scope and Deference to Sibling Documents

This policy is binding and governs refund eligibility and dispute resolution for amounts connected to Tentunit Business. However, it defers to two sibling documents on their subject matter: the Subscription & Billing Policy controls subscription fee mechanics (plans, billing cycles, dunning, proration), and the Payment & Financial Services Terms control rent-money mechanics (Stripe Connect processing, payout timing, holds, and Tentunit’s role as limited payment collection agent). Where those documents address a topic in more detail, they control for that topic; this policy supplies the refund and dispute framework around them.

1.2 The Three Money Types

1.3 Payment of Rent Discharges the Tenant

Because Tentunit acts as the landlord’s limited payment collection agent (agent of payee), a tenant’s payment to Tentunit is treated as payment to the landlord. Tentunit is not a bank or e-money issuer and does not hold rent as deposits.

2. Refund Eligibility

Some refunds are always available — billing errors, duplicates, and refunds the law requires. This section describes what qualifies and how quickly we process it.

2.1 Billing Errors and Duplicate Charges

If Tentunit charges you incorrectly — a wrong plan price, an incorrect per-unit count, a charge after valid cancellation, or a duplicate charge — we will correct it. Submit a claim within 7 calendar days of the charge appearing, per the Subscription & Billing Policy, by contacting [email protected] with the invoice number and a description of the error. Verified billing errors and duplicates are refunded within 15 business days to the original payment method. Where you report an error after the 7-day window, we will still review in good faith, but timely claims are corrected as of right.

2.2 Legally Required Refunds

Nothing in this policy limits refunds required by applicable law, including mandatory consumer or payment-services protections in the EU and UK (including PSD2 rights regarding unauthorized or incorrectly executed payment transactions). Where the law requires a refund, we provide it regardless of the categories below.

2.3 EU/UK Sole-Trader Withdrawal

If you are an individual landlord in the EU or UK subscribing as a sole trader in circumstances where statutory withdrawal (cooling-off) rights apply to you, you may withdraw within the statutory period and receive the refund the law prescribes, reduced as permitted for services already supplied at your request. Contact [email protected] to exercise this right; refunds are issued to the original payment method within 15 business days.

2.4 Refunds to Tenants

Refunds of rent or other tenant charges are initiated by the landlord (or required by law or a chargeback outcome) and are processed to the tenant’s original payment method within 15 business days, as described in the Payment & Financial Services Terms.

3. Non-Refundable Items

Subscription fees pay for a service period that begins immediately, so they are generally not refundable once the period starts. This section lists what we do not refund absent a billing error or legal requirement.

3.1 Subscription Fees After Cycle Start

Subscription fees for the Starter ($49/month), Professional ($59/month plus $1/unit/month), and Enterprise (custom) plans are non-refundable once the billing cycle has started, except as provided in Section 2 or in an Enterprise Order Form.

3.2 Partially Used Cycles

If you cancel mid-cycle, you retain access through the end of the paid cycle, but no refund or credit is issued for the unused portion, per the Subscription & Billing Policy.

3.3 Per-Unit Charges

Professional plan per-unit charges ($1/unit/month) are calculated for the billing cycle and are not refunded or prorated downward for units removed after the cycle begins; unit-count changes take effect in the next cycle as described in the Subscription & Billing Policy.

3.4 What This Section Does Not Cover

This section never overrides Section 2: billing errors, duplicates, legally required refunds, and applicable withdrawal rights are always honored. SLA service credits are governed separately by the service level terms and are credits, not cash refunds.

4. Rent vs Deposit vs Subscription Disputes

Who you dispute with depends on whose money is at stake. This section routes each dispute type to the right forum.

4.1 Rent Disputes Are Landlord–Tenant Matters

Disputes about whether rent was owed, its amount, late fees, lease compliance, or habitability are between the landlord and the tenant. Tentunit does not adjudicate them. We support both parties with accurate records: payment histories, receipts, timestamps, and notices generated through the platform, available in-app and exportable. Payment-execution issues (a payment that failed, posted late, or posted in the wrong amount due to platform error) should be raised with [email protected] under the Payment & Financial Services Terms.

4.2 Deposit Disputes Follow State and Local Law

Security deposits collected through the platform are held in a segregated, non-operating custodial account structure as described in the Payment & Financial Services Terms, but the legal obligations around deposits belong to the landlord. Return timelines, permitted deductions, and itemization duties are set by applicable law — for example, Indiana requires return within 45 calendar days with itemized deductions (Ind. Code § 32-31-3-12). Tenants disputing deductions should use the process their jurisdiction’s law provides; Tentunit provides transaction records on request.

4.3 Subscription Disputes Are With Tentunit

Disputes about subscription charges, plan pricing, per-unit calculations, dunning actions, or cancellations are between the Customer and Tentunit and follow the internal review process in Section 6, then the escalation path in Section 8.

5. Chargeback Handling

A chargeback is a dispute raised with a card issuer or bank — a separate, formal process with its own rules and costs. This section summarizes it; the details live elsewhere.

5.1 Cross-Reference

Chargebacks, ACH returns, and payment-network disputes are governed by the Chargeback & Dispute Handling Policy, which describes evidence submission, timelines, and outcomes. If a chargeback is resolved against the landlord, the processor’s fee is passed through plus a $15 administrative fee, offset from future payouts or invoiced, as stated there and in the Payment & Financial Services Terms.

5.2 Contact Us Before Disputing With Your Bank

Tenants who believe a charge is wrong should contact their landlord, or Tentunit at [email protected], before filing a dispute with their card issuer or bank. Most errors — duplicates, wrong amounts, unrecognized descriptors — are resolved faster through Section 2 or Section 6 than through the chargeback process, and a refund already issued moots the dispute.

6. Internal Review Process

If you think a charge is wrong, tell us — here is exactly how, and what happens next.

6.1 Opening a Billing Dispute

Email [email protected] (or use in-app support) with: (a) your account name and the email of an Authorized User with billing permissions per the User Roles & Permissions Policy; (b) the invoice or transaction ID and date; (c) the amount disputed and the amount you believe is correct; and (d) a description of the issue with any supporting documentation. For billing errors and duplicates, claims should be submitted within 7 calendar days of the charge (Section 2.1).

6.2 Acknowledgment

Support acknowledges billing disputes within the response times for your plan (Starter: email support within 2 business days; Professional: priority support within 1 business day; Enterprise: 24/7 per your SLA). For EU customers, complaints are acknowledged within 72 hours and resolved within 15 business days, consistent with our EU complaint-handling commitments.

6.3 Review and Escalation

A support specialist reviews the dispute against billing records and either resolves it or explains the outcome with reasons. If you disagree, you may request escalation, and the matter is re-reviewed by a second reviewer not involved in the initial decision, whose determination concludes the internal process.

6.4 Extenuating Circumstances

Where you present extenuating circumstances outside the standard categories — for example, a natural disaster affecting your properties, hospitalization of a sole-proprietor landlord, or documented fraud on your own systems — we will conduct a discretionary review within 5–10 business days of receiving complete documentation. Discretionary outcomes (refunds, credits, or fee waivers) are goodwill accommodations and do not create precedent or amend this policy.

7. Resolution Timelines

For convenience, every deadline used in this policy is consolidated below. If this table conflicts with the text above, the text controls.

8. After Internal Review

If we cannot resolve a dispute internally, formal options remain. This section points to them.

8.1 Arbitration and Small Claims

Unresolved disputes with Tentunit are governed by the dispute resolution provisions of the Platform Terms of Service: Delaware law; binding arbitration under the AAA Commercial Arbitration Rules seated in New Castle County, Delaware; a class action waiver; a 30-day arbitration opt-out (exercised by emailing [email protected]); and a carve-out permitting qualifying claims in small-claims court. The liability cap in the Platform Terms of Service — the greater of your prior 12 months’ subscription fees or $100, with rent pass-through amounts excluded — applies as stated there.

8.2 EU and UK Customers

Nothing in this policy or the Platform Terms of Service deprives EU or UK customers of mandatory statutory rights or their protections under applicable payment-services law. EU customers may also use the European Commission’s Online Dispute Resolution (ODR) platform. Questions may be directed to [email protected].