RentMoola Payment Solutions will process a refund to reimburse a resident for a payment made to the property manager only upon written receipt of such a refund request from the property manager.
Any resident refund requests should be directed to the property manager who will then contact RentMoola.
RentMoola cannot process any refund requests received from residents.
RentMoola requires the following information from the property manager to process a resident refund:
- Resident first and last name
- Resident email address associated with the RentMoola account
- Date of transaction
- Amount of transaction
- Transaction number
- Reason for refund (moved out, overpaid, etc)
Direct debit (eCheck) refunds can only be processed 5 business days after the date of the original transaction. This is due to bank processing times. At no point in time does RentMoola hold any funds. The property manager needs to confirm receipt of the funds from the original transaction before the refund can be processed. Once the refund is processed, it will take up to five business days (different banks have different processing times) for the funds to be back in the resident’s bank account.
Credit card refunds can be processed 1 business day after the date of the original transaction. Once the refund is processed, it will take up to five business days for the credit to appear on your credit card account.
RentMoola bears no responsibility for overpayments, continued payments after a lease ends, in the case of a move-out, or for accidental payments made by the resident. RentMoola can issue a refund to the original payment method up to 1 year after the original transaction date.
For any questions, please contact our Customer Success Team: firstname.lastname@example.org.