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Cancellation and Refund Policy (Service Fees)

Effective Date: 30 April 2025

Tenant Protection: If the landlord rejects or cancels your booking (even after accepting), your processing fee will be fully refunded.

At Rentopia.my, we aim to provide a transparent and fair platform for tenants, landlords, and agents to connect and facilitate rental agreements. This Cancellation and Refund Policy explains how service fees are handled when users make booking requests through the platform.

1. Nature of Rentopia’s Service

Rentopia.my operates as a property booking facilitation platform. Our service fee is charged for the use of the platform to submit and process a booking request between tenants and property owners or their appointed agents.

The service fee covers platform operations including booking request processing, notification delivery, and administrative handling.

Because the fee is charged for facilitating the booking request, it is not a payment toward the rental itself.

2. Tenant Booking Processing Fee

When a tenant submits a booking request through Rentopia.my, a processing fee is charged.

Once a booking request is successfully submitted and transmitted to the property owner or agent, the fee is generally considered non-refundable as it covers the use of the platform and booking facilitation service.

However, the following exceptions apply:

  • If the landlord rejects the booking request, the processing fee will be fully refunded.
  • If the landlord cancels the booking after accepting it, the processing fee will also be fully refunded.

Non-refundable scenarios include:

  • The tenant cancels the booking request
  • The tenant chooses not to proceed after submission
  • The tenancy does not proceed due to tenant-related reasons

3. Landlord Service Fee

In certain cases, landlords may be required to pay a service fee to unlock tenant details and proceed with the booking review process.

Once the landlord completes payment and gains access to tenant booking details:

  • The service fee is non-refundable.
  • The payment is considered compensation for access to the tenant’s submitted booking information and the use of Rentopia’s booking management system.

4. Booking Cancellation

Tenants or landlords may cancel a booking request at any time before the tenancy agreement is finalized. However:

  • If the tenant cancels, the processing fee is non-refundable.
  • If the landlord cancels (including rejection or post-acceptance cancellation), the tenant will receive a full refund of the processing fee.
  • Rentopia does not guarantee that a booking request will result in a completed tenancy agreement.

5. Platform Errors

In the rare event of a technical error or duplicate charge caused by the Rentopia platform, users may contact our support team for review.

If the charge is verified to be the result of a technical malfunction or duplicate transaction, Rentopia may issue a full or partial refund at our sole discretion.

6. Disputes Between Parties

Rentopia.my acts only as a facilitator of introductions and booking requests between tenants, landlords, and agents.

Any disputes regarding:

  • tenancy terms
  • rental payments
  • security deposits
  • property condition
  • cancellation of tenancy agreements

must be resolved directly between the involved parties. Rentopia is not responsible for resolving contractual disputes between users.

7. Contact

If you believe a charge has been made in error or require clarification regarding this policy, please contact:

Rentopia Support
Email: support@rentopia.my
Website: https://rentopia.my

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