Refund, Cancellation & Dispute Resolution Policy
Understanding our policies for platform fees, cancellations, and dispute handling.
Last Updated: 17 November 2025
Introduction
SoftRezi is an online platform that connects property owners with students seeking accommodation. We provide listing, visibility, communication, and booking management features.
Important: SoftRezi does not receive, hold, manage, or transfer accommodation payments between students and property owners.
All such payments occur directly between the two parties using their preferred payment method.
This policy outlines how SoftRezi handles cancellations, refunds, and disputes related to SoftRezi's platform fees only.
Nature of SoftRezi's Services
- •SoftRezi provides a digital platform for property listings and booking coordination.
- •Property owners and tenants contract with each other directly.
- •SoftRezi's role is limited to providing platform access and customer support.
- •SoftRezi does not act as an escrow service and does not touch third-party funds.
Refunds for Property Listing Fees (Paid to SoftRezi)
2.1 Before a Listing Goes Live
A property owner may request a full refund of listing fees before the listing is published.
Refunds are processed within 7–10 business days.
2.2 After a Listing Goes Live
Once a listing is active, listing fees become non-refundable.
However, SoftRezi may consider partial refunds on a case-by-case basis in the following situations:
- •System or technical errors
- •Duplicate billing or accidental payment
- •Incorrect charges caused by SoftRezi
Approved refunds are processed within 7–10 business days.
Commission Fees (Paid to SoftRezi)
If a property owner has opted into a commission model:
- •Only the commission amount owed to SoftRezi is paid to SoftRezi.
- •No tenant or landlord funds pass through SoftRezi.
- •Commission fees are non-refundable once paid, except in cases of billing errors or proven system faults.
Tenant–Property Owner Disputes
Since accommodation payments are made directly between tenants and property owners, any issues relating to:
- •Refunds of rent
- •Room access
- •Property condition
- •Booking cancellations
…must be resolved directly between the two parties.
SoftRezi may assist by:
- •Facilitating communication
- •Providing messaging history or booking information
- •Temporarily suspending or reviewing listings in cases of repeated complaints
However: SoftRezi cannot issue refunds for accommodation payments, as we do not hold or process those funds.
SoftRezi Platform Issues (Technical or Service-Related)
If a user experiences a problem arising from the SoftRezi platform itself (e.g., billing issues, system downtime, inability to access features):
- •We will investigate the matter within 5 business days.
If confirmed, SoftRezi may offer:
- •A refund of fees paid to SoftRezi
- •A listing extension
- •An account credit
- •Another appropriate resolution
Liability
SoftRezi's liability is strictly limited to fees paid directly to SoftRezi.
SoftRezi is not liable for:
- •Property conditions
- •Accommodation access issues
- •Disputes between tenants and property owners
- •Actions or omissions of either party
- •Any financial transactions conducted outside the SoftRezi platform
Contact
For all refund, cancellation, and dispute-related queries, please contact: