This Refund Policy applies to all purchases made on Tenantly, operated by Tenantly LLC ("we", "us", "our"). By completing a purchase you acknowledge and agree to the terms below.
15-Day Refund Window
You may request a refund within 15 calendar days of your original order date. Requests submitted after the 15-day window will only be considered where required by applicable consumer protection law.
Because Tenantly delivers digital services that are consumed on use, each refund request is evaluated against the eligibility criteria below. Submitting a request does not guarantee approval — but every request submitted within the window will be reviewed in good faith.
Eligibility Criteria
To be considered for a refund, you must meet all of the following conditions and provide reasonable evidence on request:
- Request submitted within 15 days of the original order date.
- You have not materially used or benefited from the Service. The burden is on you to demonstrate this. For credit-based plans (for example, the $39 plan that includes five uses), a refund will only be considered if zero credits have been consumed. Any credit used, in whole or in part, voids refund eligibility for that purchase.
- For subscriptions, no significant feature (background check, AI analysis, applicant report, document generation, screening link, etc.) has been generated, exported, downloaded, or shared from your account during the billing period in question.
- You can document a specific, good-faith failure of the Service to perform as described in our public marketing copy at the time of purchase — and you reported that failure to us in writing within the 15-day window and gave us a reasonable opportunity to investigate or remedy it.
- The order was not part of a discounted, promotional, bundled, lifetime, or non-refundable offer that was clearly marked as final-sale at checkout.
- The account associated with the order is in good standing and has not violated our Terms & Conditions (including but not limited to fraud, chargeback abuse, account sharing, scraping, reverse engineering, or misuse of applicant data).
- You have not previously received a refund, credit, or goodwill adjustment for the same order or billing period.
- The request is not based on change of mind alone after the Service has been delivered, or on circumstances outside our reasonable control (e.g. third-party data sources, applicant behavior, regulatory outcomes, or your own business decisions).
What Is Not Covered
The following are generally outside the scope of this policy, except where required by law:
- Credit packs or plans where one or more credits, reports, or screenings have already been initiated, generated, or delivered.
- Third-party pass-through fees (background check provider fees, payment processor fees, and tax remitted to authorities).
- Renewal charges where the subscription was not cancelled before the renewal date. You are responsible for managing your subscription.
- Add-ons or pay-as-you-go usage that has already been consumed.
- Orders associated with fraud, chargeback abuse, or Terms violations.
How to Request a Refund
Refunds are processed by our payment provider, Paddle, which is the Merchant of Record for all Tenantly orders. To submit a request:
- Visit paddle.net and look up your order using the email address used at checkout, or contact us through the support channels listed in the Service.
- Include your order ID, the email on the order, the date of purchase, a clear written explanation of why you believe you meet the eligibility criteria above, and any supporting evidence (e.g. screenshots, error messages, dates and times of the issue).
We aim to review eligible requests within a reasonable time. Approved refunds are returned to the original payment method; processing times depend on your bank or card issuer (typically 5–10 business days).
Sole Discretion & Final Decision
Whether a refund request satisfies the criteria above is determined by us in our reasonable, good-faith discretion. Our decision on each request is final. Denial of a refund does not waive any rights you have under mandatory consumer protection laws of your jurisdiction, which apply notwithstanding anything in this policy.
Chargebacks
We ask that you contact us or Paddle before initiating a chargeback. Initiating a chargeback without first attempting to resolve the issue may result in immediate suspension or termination of your account under our Terms & Conditions.
Subscription Cancellations
You can cancel a subscription at any time from the billing portal on the Pricing page. When you cancel, you keep access until the end of your current paid billing period. Cancellation alone is not a refund — if you also want a refund for the most recent charge and you believe you meet the criteria above, you must submit a separate refund request within the 15-day window.
Changes to This Policy
We may update this Refund Policy from time to time. The version in effect at the time of your purchase governs that order.
Questions
See our Terms & Conditions and Privacy Notice for additional information.