Refund Policy
This policy covers two different kinds of payment made through GoRentora: rent and deposit money that flows between a tenant and a property owner, and subscription fees paid by a property owner for using the platform. They work differently, so we keep them separate.
1. Tenant Refunds (Rent, Deposit & Advance)
Any refund owed to a tenant — security deposit, advance rent or otherwise — is governed entirely by the tenancy agreement signed between the tenant and the property owner / Property Admin. The amount, the deductions that may apply (unpaid dues, damages, notice-period shortfall and so on) and the timeline are whatever the agreement says, not a fixed platform-wide rule.
In practice:
- When your tenancy ends, read the "Security Deposit", "Notice Period" and "Termination" clauses of your agreement (available any time under Agreements in your tenant portal or app).
- Refunds are paid directly by the property owner using whichever method the two of you agree on. GoRentora does not hold, escrow or guarantee tenant deposit money.
- If you disagree about an amount, first raise it with your Property Admin through the Service Request or messaging feature — most cases come down to an agreement clause they are best placed to explain.
- If you cannot reach a resolution, our support team can review the case and help mediate, but the outcome still follows what the signed agreement says.
2. Our Role
GoRentora is the software used to generate the agreement, calculate dues and record payments. We are not a party to the tenancy and do not adjudicate or guarantee refunds between a tenant and a property owner. Where a payment was made through an online payment gateway, that gateway's own reversal process may apply to the transaction itself, separately from what the agreement entitles the tenant to.
3. Property Admin Subscription Refunds
This section covers the subscription fee a Property Admin pays GoRentora for using the platform (property, unit and staff limits, premium features and similar) — separate from any tenant money above.
- Subscription fees are billed in advance for the selected billing cycle, as shown on our Pricing page.
- If you cancel, you keep access until the end of the period you have already paid for. We do not refund or prorate the unused part of a billing cycle, except where the law requires.
- If we discontinue a paid feature or plan you subscribed to, we will either move you to an equivalent plan or refund the unused portion for that cycle.
- Free plans have nothing to refund.
4. Failed & Duplicate Payments
- Amount debited but payment not recorded — this is usually reversed automatically by your bank or the gateway within 5–7 working days. If it is not, contact us with the transaction reference and we will trace it.
- Duplicate or incorrect charge — tell us within 7 days of the charge. If it was charged in error by us, we will refund the incorrect amount in full.
- Charged after cancelling — contact us with the date and reference and we will investigate and refund any charge that should not have been made.
5. How to Request a Refund
For a tenant deposit or rent question, start with your Property Admin through the platform. For a subscription or billing issue, contact our support team with your registered email or mobile number, the payment date and the payment reference:
Include the subject line "Refund Request" so it reaches the right person quickly.
6. Processing Time
We aim to respond to a refund or billing query within 3–5 business days. Once a subscription refund is approved, it is normally credited to your original payment method within 7–10 business days, depending on your bank or payment provider.
7. Contact
Questions about this policy? We are happy to help.
Any dispute about a refund is subject to the exclusive jurisdiction of the courts at Indore, Madhya Pradesh, India — see our Terms & Conditions.