Refund & Cancellation Policy
Last updated: 12 May 2026
This policy applies to all payments made on the RentOhome platform and processed via Razorpay. Please review before making any payment.
Quick Summary
Failed transactions are auto-reversed by Razorpay in 5–7 business days. Approved refund requests are processed within 2 business days of approval, and credited within 5–10 business days depending on your payment method. Cancellations made less than 48 hours before a visit are not refundable.
Contents
1. Overview
This Refund & Cancellation Policy outlines the conditions under which RentOhome will process refunds for payments made through our platform via Razorpay. Please read this policy carefully before making any payment.
RentOhome is a technology marketplace that connects property owners with tenants and buyers. We are not a party to any direct rental or sale agreement. Refunds described here apply only to fees collected by RentOhome, not to security deposits or advance rents paid directly between users.
2. Refund Eligibility
| Scenario | Eligible | Timeline | Note |
|---|---|---|---|
| Failed payment — amount debited | ✓ Yes | 5–7 business days | Auto-reversal by Razorpay/bank. Contact us if not received. |
| Duplicate charge for the same booking | ✓ Yes | 7–10 business days | Raise a request within 48 hours of payment. |
| Owner cancels confirmed visit after payment | ✓ Yes | 7–10 business days | Full refund of any visit fee paid. |
| Customer cancels visit ≥ 48 hrs before scheduled time | ✓ Yes | 7–10 business days | Full refund of visit fee, if applicable. |
| Customer cancels visit < 48 hrs before scheduled time | ✕ No | — | No refund; visit fee is forfeited. |
| Platform/service subscription fees | ✕ No | — | Non-refundable once the billing period has started. |
| Security deposit or advance rent | N/A | As per rental agreement | Governed by the direct rental contract between owner and customer; RentOhome is not a party. |
3. How to Request a Refund
Contact Support
Email support@rentohome.in with the subject line "Refund Request — [Your Name]" within 48 hours of the transaction (or within 48 hours of the event that makes you eligible for a refund).
Provide Details
Include your registered email address, Razorpay Payment ID (found in your payment receipt or transaction email), the amount charged, the date of payment, and a brief description of the issue.
Review
Our team will review your request within 3 business days and notify you of the outcome via email.
Refund Processing
Approved refunds are initiated within 2 business days of approval. The amount is credited back to the original payment method by Razorpay within 5–10 business days thereafter.
4. Refund Timelines
Credit / Debit Card
5–10 business days after refund initiation, depending on the issuing bank.
UPI
1–3 business days after refund initiation.
Net Banking
3–5 business days after refund initiation.
Wallets (Paytm, PhonePe, etc.)
1–3 business days after refund initiation (credited to the originating wallet).
Note: Timelines are estimates provided by Razorpay and are outside RentOhome's control. Public holidays and bank processing times may cause delays.
5. Cancellation Policy
5.1 Visit Cancellation by Customer
You may cancel a scheduled property visit at any time before it is approved by the owner. Once approved, cancellations made less than 48 hours before the visit time are not eligible for a refund of any applicable visit fee.
5.2 Visit Cancellation by Owner
If a property owner cancels or fails to honour a confirmed visit, the customer is entitled to a full refund of any visit-related fee paid. Report such incidents to support@rentohome.in within 24 hours.
5.3 Property Listing Cancellation
Owners may unpublish or remove their listings at any time. No refund is issued for any unused portion of a paid listing period once the billing cycle has started.
6. Non-Refundable Items
- Platform service fees and convenience charges (once a transaction is completed)
- Subscription or premium listing fees once the billing period has commenced
- Payments for visits cancelled with less than 48 hours' notice
- Any amount paid directly between owner and customer outside the RentOhome platform
7. Payment Disputes
If you believe an unauthorised payment was made through your account, notify us immediately at support@rentohome.in and contact your bank to initiate a chargeback if necessary.
For disputes raised directly with your bank (chargebacks), we will provide transaction records to the payment network as required. Raising a chargeback does not guarantee a refund and may result in your account being suspended pending investigation.
8. Razorpay's Role
All payment processing, including refund execution, is handled by Razorpay. Once RentOhome approves a refund, Razorpay processes the credit back to your original payment method. RentOhome has no control over Razorpay's processing timelines after a refund is initiated.
For payment-related queries that are outside RentOhome's scope, you may also contact Razorpay support directly at razorpay.com/support.
9. Policy Amendments
RentOhome reserves the right to modify this Refund & Cancellation Policy at any time. Changes will be effective immediately upon posting to this page. Continued use of the Platform constitutes acceptance of the updated policy.
10. Contact Us
For all refund requests and payment disputes:
Email: support@rentohome.in
Subject line: Refund Request — [Your Name]
Address: 123, Tech Park, Baner, Pune — 411045, Maharashtra, India
Hours: Monday – Saturday, 9 AM – 7 PM IST