How to request a refund if the guarantee is no longer needed

We understand that things don't always go as planned. If a renter's lease guarantee is no longer needed – for example, if the unit is no longer available or something changes with their housing situation – they may be eligible to have their co-signing fee refunded. Learn more about the co-signing fee. 

Properties are responsible for confirming that the lease guarantee is no longer needed and submitting the refund request. Below, we'll walk you through refund eligibility, the reasons a refund can be requested, and how to submit the request.

Refund Eligibility

Renters may be eligible for a refund if they have already paid their co-signing fee and have not signed the lease or taken possession of the unit. If either of these has occurred, the lease guarantee is considered active, and a refund will not be available. 

Valid Reasons for a Refund

When submitting a request to refund a renter's co-signing fee, you'll be required to select a refund reason. Here are the valid reasons for requesting a renter refund:

• Rent Rate Change: The rent rate for the unit that the renter was guaranteed for has changed. 
• Property Denied Application: The application was not approved, preventing the renter from moving in.
• Poor Customer Service at Property: The renter had a negative experience with the property team that led them to seek housing elsewhere. 
• Delayed Move-In Date: The move-in date was pushed back, making the unit unavailable when the renter needed it.
• Property Condition: The unit or property did not meet expectations (e.g., maintenance issues, etc.).
• Unit Size Unavailable: The specific unit size that the renter was guaranteed for is no longer available. 
• Personal Reasons: The renter decided not to move forward due to personal circumstances.
• Other: Another reason, not covered by the above options (additional details required). 

How to Request a Refund

If the renter meets the refund eligibility requirements, follow the steps below to submit a refund request. 

• In your OneApp Guarantee account, click the Residents tab in the left navigation bar. 
  
  
• On the Residents page, use the search panel to find the resident. 
• Select the record for the renter you need to submit a refund request for. 
• On the Application Detail page, click the Actions dropdown > Confirm Refund
  
  
• In the Confirm Refund pop-up:
  • Select the refund reason(s) in the dropdown menu.
  • If the renter only needs a partial refund, check the partial refund box and enter the amount. 
• Click Confirm.  
  
  

Once you've confirmed the refund request, our team will review and process the refund accordingly. If we need any additional details, we'll reach out to you directly via email.