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

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

Below, we'll walk you through the refund process, including refund eligibility, the reasons a refund can be requested, and how to request a refund.

Refund Eligibility

You may be eligible for a refund if you have paid your co-signing fee but have not signed the lease or taken possession of the unit (aka: moved in). 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 properties submit a refund request on your behalf, they'll be required to select a refund reason. Here are the valid reasons for a renter refund:

Rent Rate Change: The rent rate for the unit that you were guaranteed for has changed.
Property Denied Application: The application was not approved, preventing you from moving in.
Poor Customer Service at Property: You had a negative experience with the property team that led you to seek housing elsewhere.
Delayed Move-In Date: The move-in date was pushed back, making the unit unavailable when you 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 you were guaranteed for is no longer available.
Personal Reasons: You decided not to move forward due to personal circumstances.
Other: Another reason, not covered by the above options (additional details required).