Refund & Cancellation Policy

This policy explains when and how amounts paid through the resident portal are refunded.

Additional services and concierge requests

• Cancelled before work starts: full refund.
• We are unable to provide the service: full refund.
• After work has started: not refundable, unless the service was not delivered as agreed, in which case we review the request and refund in full or in part as appropriate.

Utility bills and service fees

• Electricity, water and internet bills are for actual consumption and are not refundable once paid.
• If a bill is shown to be wrong or was paid twice, the difference is refunded in full or credited to your account, as you prefer.

Rent

Rent is paid through the Ejar platform; any refund of rent is governed by the registered lease and Ejar's rules, not by this policy.

How refunds are made

• Request a refund through the portal or by contacting us within 14 days of payment.
• We respond within 3 business days.
• Approved refunds are returned to the original payment method within 7–14 business days, depending on your bank.