Refund Policy

Overview

RenterIQ is free to use for capturing and organising your tenancy records. A small number of higher-value outputs are available as one-time purchases. This policy explains how those purchases work and when a refund applies. It sits alongside our Terms of Use.

1. What You Can Purchase

RenterIQ offers the following one-time purchases. The current price is always displayed at checkout before you confirm:

• Lease review — your first review is free; further reviews are a one-time purchase.
• Move-in (entry condition) report — a one-time purchase per move-in.
• Move-out (exit / Bond-Shield) report — a one-time purchase per move-out.
• Helper Pass — an optional time-limited pass that lifts the monthly limit on the smaller AI helpers.

Payments are processed securely by Stripe. RenterIQ never sees or stores your full card details.

2. Change-of-Mind Refunds on Digital Products

Our paid outputs are digital products that are generated and delivered to you immediately after payment. For that reason, we generally do not provide refunds simply for a change of mind once the report or access has been delivered to you.

Before you pay, you can always preview a full sample report built from the same engine, so you can see exactly what you are buying. We encourage you to view the sample first.

3. Your Rights Under Australian Consumer Law

Nothing in this policy limits your rights under the Australian Consumer Law (ACL). Our products come with consumer guarantees that cannot be excluded. You are entitled to a refund, repair, or re-supply where:

• You were charged but the product was not delivered (for example, a payment succeeded but no report or access was provided);
• You were charged more than once for the same item due to a technical error;
• The product has a major fault, or is significantly different from what was described.

Where one of these applies, we will put it right — by re-supplying the product or refunding the payment — as quickly as we can.

4. How to Request a Refund

Email support@renteriq.com.au from the address on your account, within a reasonable time of the purchase, and include:

• The purchase (which report or pass) and the approximate date and time;
• A short description of the problem (for example, "charged twice" or "report did not generate").

We aim to respond within 5 business days. Approved refunds are returned to your original payment method via Stripe and typically appear within 5–10 business days, depending on your bank.

5. Duplicate or Failed Charges

If a payment appears to have been taken but you did not receive the product — or you see what looks like a duplicate charge — contact us and we will check the transaction record and correct any genuine error promptly. You will not be left out of pocket for something you did not receive.

6. Contact

For any billing or refund question, email support@renteriq.com.au. For how purchases and pricing work generally, see section 7 of our Terms of Use.