Refund Policy

This policy covers two different kinds of payment made through Smart Living: rent/deposit money that flows between a Tenant and a Property Admin, and subscription fees paid by a Property Admin for using the platform. They work differently, so we've kept them separate below.

Effective Date: September 15, 2026
Tenant Refunds Our Role Subscription Refunds How to Request a Refund Processing Time Contact

1. Tenant Refunds (Rent, Deposit & Advance)

Any refund owed to a Tenant — security deposit, advance rent, or otherwise — is governed entirely by the Tenancy Agreement signed between the Tenant and the Property Admin/Owner. The specific amount, the deductions that may apply (unpaid dues, damages, notice-period shortfall, etc.), and the timeline are whatever is written in that agreement, not a fixed platform-wide rule.

In practice, this means:

  • When your tenancy ends, refer to the "Security Deposit," "Notice Period," and "Termination" clauses of your specific agreement (viewable any time from your Tenant portal/app under Agreements) — those clauses set out exactly what you're entitled to and any conditions attached.
  • Refunds are issued directly by the Property Admin/Owner, using whichever payment method they and the Tenant agree on — Smart Living does not hold, escrow, or guarantee tenant deposit funds.
  • If there's a disagreement about a refund amount, first raise it with your Property Admin directly (via the Service Request or messaging feature in your portal/app) — most issues are agreement-clause questions that they're best placed to resolve.
  • If you're unable to reach a resolution, our support team can review the case and help mediate, though the final outcome will still follow what the signed agreement says.

2. Our Role

Smart Living is the software platform used to generate the agreement, calculate dues, and record payments — we are not a party to the tenancy itself and do not adjudicate or guarantee refunds between Tenant and Property Admin. Where a payment was made through an online payment gateway integrated into the platform, that gateway's own refund mechanics may apply for reversing the transaction itself, separate from what the agreement entitles the Tenant to.

3. Property Admin Subscription Refunds

This section covers the subscription fee a Property Admin pays Smart Living for use of the platform (property/unit/staff limits, features, etc.) — separate from any tenant-facing money above.

  • Subscription fees are billed in advance for the selected billing cycle (monthly/yearly, as shown on our Pricing page).
  • If you cancel your subscription, you keep access until the end of the period you've already paid for; we do not prorate or refund the unused portion of a cycle, except where required by law.
  • If a payment was charged in error (e.g. a duplicate charge, or a charge after you had already cancelled), contact support within 7 days of the charge and we will investigate and refund the incorrect amount.
  • If we discontinue a paid feature or plan you're subscribed to, we will either migrate you to an equivalent plan or refund the unused portion for that cycle.

4. How to Request a Refund

For a tenant deposit/rent question, start with your Property Admin through the platform (Service Request/messaging). For a subscription billing issue, contact our support team directly with your registered account email/mobile and the payment reference/date:

5. Processing Time

We aim to respond to a refund/billing query within 3-5 business days. Once a subscription refund is approved, it is typically credited back to your original payment method within 7-10 business days, depending on your bank/payment provider.

6. Contact