About Refunds
Re-Leased does not process refunds. If a tenant requests a refund, they should contact their bank directly to request a chargeback. A chargeback is also known as a payment dispute.
Payment Disputes
A payment dispute occurs when a tenant challenges a payment made to you. This can happen for various reasons, such as:
- The tenant doesn't recognise the charge.
- The tenant believes the charge is fraudulent.
- The tenant disputes the amount charged.
How we minimise Payment Disputes
- Clear Payment Descriptions: We use concise and informative payment descriptors (up to 22 characters) that clearly identifies your business name, using your Re-Leased Company name.
- Send Payment Receipts: Once payment is successful, we'll send payment receipts to tenants via email after each payment is collected.
Receiving a Payment Dispute Notification
We will notify you via email if a tenant files a dispute on a payment made through Re-Leased.
Bank Account Disputes
Disputes on bank account payments are automatically processed in favour of the tenant due to regulations governing these transactions in most regions. These disputes cannot be challenged by Re-Leased or you. You will need to resolve these disputes directly with the tenant.
Credit Card Disputes
If you receive a notification about a credit card dispute, please respond to our email as soon as possible to let us know whether you want to accept the dispute or challenge it by submitting evidence.
- Accepting the Dispute: If you accept the dispute, the disputed amount will be returned to the tenant.
- Challenging the Dispute: If you choose to challenge the dispute, we will guide you through the evidence submission process. You may need to provide documentation to support the legitimacy of the charge.
Dispute Outcomes
- If the dispute is resolved in your favour: The disputed amount will be returned to your account.
- If the dispute is resolved in the tenant's favour you will need to resolve the issue directly with the tenant.
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You will receive an invoice from Re-Leased to recover the disputed amount that has been paid out to your account inclusive of any processing fees |
*Please Note the dispute resolution process can take up to 2-3 months to complete.
You can find additional details in our Re-Leased Pay terms and conditions