1. Tour requests (no payment)
Tour requests are free. Either party can cancel a pending or scheduled tour at any time using the in-app cancel action. There is nothing to refund. A tenant can reschedule a scheduled tour up to two times, and not within the cutoff window shown on the booking (default 6 hours before the tour).
2. Rental applications before payment
Submitting an application creates a Booking in PENDING status. The landlord can confirm or reject it. Either party can cancel a PENDING booking with a reason at no charge. No payment is taken at this stage, so there is nothing to refund.
3. Cancelling a CONFIRMED booking before payment
If a landlord confirms your application but you have not paid yet, you can still cancel free of charge. The landlord may also cancel a CONFIRMED booking; in that case the listing is released back to the market.
4. Cancelling after payment
Once rent and caution have been paid:
- More than 7 days before the start date: full refund of rent, less the agent fee (where applicable) and any payment-gateway charge that cannot be reversed.
- Between 7 and 2 days before the start date: refund of 50% of rent, less agent fee and gateway charge. Caution fee is fully refunded.
- Less than 48 hours before the start date or after the start date: rent for the first month is non-refundable. Caution fee is refunded only if no damage claim has been raised by the landlord.
- If the landlord cancels a paid booking before the start date, you receive a full refund including the agent fee.
5. Caution fees
Caution (security deposit) is held to cover damage and unpaid charges. At the end of the tenancy, the landlord must return the caution within 14 days, less any documented deductions. Disputes over deductions can be escalated to support@peacoqs.com; we will mediate but are not a substitute for a tenancy tribunal.
6. Premium listing boosts
Premium listing upgrades are paid daily up-front for the duration you choose. They are non-refundable once active because the boost is delivered immediately. If we cause an outage that materially affects the boost, we will extend the duration to compensate.
7. Maintenance subscription
Maintenance subscriptions are billed monthly. You can cancel at any time and the plan stays active until the end of the current billing period. We do not pro-rate refunds for partial months. If we fail to deliver a contracted service-call within the SLA, that call is credited back.
8. Failed or duplicate payments
If a payment is taken twice, fails after debit, or is otherwise incorrect, contact support@peacoqs.com with the transaction reference and we will investigate with the gateway. Verified errors are refunded in full within 7 working days.
9. How refunds are paid
Refunds are returned to the original payment method (card or bank account). Card refunds typically arrive in 5-10 working days; bank transfer refunds in 3-5 working days. Cash payments are refunded by bank transfer to the account you provide.
10. Disputes and chargebacks
If you believe a charge is wrong, please contact us before raising a chargeback with your bank. We respond to support tickets within 2 working days. Filing a chargeback while a support ticket is open may pause the refund pending investigation.
11. Contact
Refund requests and questions: refunds@peacoqs.com.
Questions?
Reach our team at refunds@peacoqs.com.