Letus Refund Policy

Letus will process a refund to reimburse a tenant for a successful payment made to the property manager upon receipt of a written request from the property manager who received the payment.

To request a refund, a tenant must contact their property manager who will provide Letus with written instructions to process the refund. Letus cannot process any refund requests received directly from tenants.

Letus provides the technology to process payments between a tenant and their property manager but it does not hold any funds. Refunds can only be issued for the original transaction amount or less.  

The property manager must provide Letus with the following information to process a refund:

• Tenant's first and last name
• The tenant's email address associated with the Letus account
• Date of transaction
• Transaction ID
• Amount of transaction
• Amount of Refund
• Reason for refund (moved out, overpaid, etc.)

Bank Account: Refunds can only be processed 5 business days after the date of the original transaction. This is due to bank processing times. The property manager needs to confirm receipt of the funds from the original transaction before a refund can be processed and funds returned to the same bank account from which they were received. 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 a tenant’s bank account.  

Credit card: Refunds can be processed 3 business days after the date of the original transaction. Once the refund is processed, it will take up to 5 business days to reflect on the tenant’s credit card account. Funds can only be returned to the same credit card.

Pre-Authorized Debit (PAD): Refunds can only be processed once a month on the 11th business day of the month. Property Managers have until the 10th business day to submit their refund requests. Refund requests received after the 10th business day will be processed the following month.

NOTES:

• Letus will not process any refunds that have not been successfully settled by our processing bank.
• Letus cannot refund any payments made in cash through our In-Store Cash method at participating locations in Canada and the U.S. Tenants must contact their property manager to arrange a refund.
• Letus 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 tenant. 
• Service fees are non-refundable as per section 4.2 of the Terms of Use.
• At no point in time does Letus hold any funds.

For any questions, please contact our Customer Success Team: help@let.us.