Refund Policy

Refund Policy and Cancellation

The following terms and conditions govern Rentlab’s policy for Cancellation and Refunds (“Refund Policy”) for the Successful Bidder/Tenant (“Tenant”) and the obligations of the Property Owner or its representatives (“Landlord”) associated with the Refund Policy. The Refund Policy applies in addition to Rentlab Terms and Conditions (“Terms & Conditions”). This Refund Policy is available for Successful Bidders and/or Tenants who successfully bid and paid the consideration sum the Rentlab portal and suffer issues as defined below.

By using Rentlab portal (www.rentlab.com.my), you are indicating that you have read and that you understand and agree to be bound by this Refund Policy.

Binding of Successful Bids
1. Once the bidding Consideration Sum is paid by the Tenant and the bid or offer is accepted by the Landlord, a Confirmation Email will be sent to both the Tenant and the Landlord.
2. Both the Landlord and the Tenant unconditionally agree that the Confirmation Email constitutes a legal, valid and binding contract between the Landlord and the Tenant for the subject property, upon the terms stated in the Confirmation Email.
3. The Landlord and Tenant agree that Rentlab is not a party to the contract or agreement between the Landlord and Tenant, who are the only contracting parties for the subject property and alone liable to perform each party’s obligations for the property as stated in the Confirmation Email.
4. Either party shall not amend, alter or vary any agreed terms, including but not limited to the move-in date or the tenure of the tenancy as stated in the Confirmation Email once it is confirmed, unless mutually agreed in writing.
5. The Tenant further acknowledges and agrees that the Tenant may be required to enter into a tenancy agreement with the Landlord and the Tenant agrees and acknowledges that the Tenant is fully responsible for and to accept all terms, conditions, rules and restrictions imposed or set out by the Landlord governing the use, occupation and rental of the subject property upon move-in.

Conditions For Cancellation Of Offer
1. The successful bid or rent offer that has been accepted by the Landlord, will be allowed for cancellation, if any of the following Property Issues are discovered :-
  1. The property type, size, and/or location of the subject property is not what was listed in the Property Listing on the Rentlab portal.
  2. The condition of the subject property does not match with the information, image and/or description as listed on the Property Listing at the time of the bidding.
  3. The subject property is unsanitary and unfit for human habitation.
  4. The Landlord is unable to handover the property as per agreed move-in date, save and except that the Tenant has agreed to the request of the Landlord for such delay, and/or fulfil the requests of the Tenant made during the bidding.
  5. The Landlord refuses to allow the Tenant to move in on or after the agreed of the move-in date
  6. the Landlord cancels the confirmed booking of the User on or before the move-in date
2. Notwithstanding any cancellation, the Landlord agrees and undertakes to pay the Service Fee due and owing to Rentlab for the bidding service performed on the Rentlab portal once a Confirmation Email has been sent to the Landlord.

Conditions For Refund
1. If you are a Tenant and qualify for the cancellation of your offer due to a Property Issue listed under the Conditions For Cancellation of Offer above, you are covered by this policy as follows:
  1. Property Listing Verified by Rentlab
    If you report a Property Issue within 24 hours after viewing of property or moving in, whichever is earlier, we agree, at our discretion, to either
    1. reimburse you, within 14 working days, the full Consideration Sum paid by you through Rentlab Platform (“Total Refund”), or
    2. use our reasonable efforts to advise the Landlord to rectify the Property Issue to a reasonably comparable to or better than the condition described in original property offered in terms of size, items, features and quality.
  2. Property Listing not verified by Rentlab
    If a Property Issue is reported within 24 hours after viewing of the property or moving in, whichever is earlier, we agree, at our discretion, to either
    1. reimburse you, within 14 working days, the partial of the Consideration Sum paid by you through Rentlab Platform (“Partial Refund”), or
    2. use our reasonable efforts to advise the Landlord to rectify the Property Issue to a reasonably comparable to or better than the condition described in original property offered in terms of size, items, features and quality.
2. Rentlab’s decisions under the Refund Policy are final and binding on the Tenant and Landlord but do not affect other contractual or statutory rights you may have. Any right that you may have to initiate legal action remains unaffected.
3. Rentlab reserves the right to turn down any refund requests if any of the above conditions are not deemed sufficiently met.
4. Rentlab reserves the right to all final decisions on refunds and does not need to further explain its decision.
5. Notwithstanding any refund to the Tenant, the Landlord agrees and undertakes to pay the Service Fee due and owing to Rentlab for the bidding service performed on the Rentlab portal once a Confirmation Email has been sent to the Landlord.

Conditions For Forfeiture Of Consideration Sum Paid
1. The Consideration Sum paid during bidding will be fully forfeited under any of the following circumstances:-
  1. The Successful Bidder/Tenant fails, neglects or omits, without valid reason, to
    1. Execute the tenancy agreement
    2. Pay the balance security and utilities deposits required to the Landlord as listed
    3. Move in on the Move-in Date (save and except the Landlord has agreed to the request of the Tenant for such delay).
  2. The Successful Bidder/Tenant refuses to show or provide his/her NRIC or Passport for verification purposes when requested by the Landlord or at the time of executing the Tenancy Agreement.
  3. The Successful Bidder/Tenant unilaterally cancels the confirmed booking without valid reason and sufficient official documentation.
2. Rentlab reserves the right to forfeit the Consideration Sum due to other reasons not specified here without any prior notice, even if none of the above conditions are met.
3. Rentlab reserves the right to all final decisions on refunds and does not need to further explain its decision.
4. Notwithstanding any forfeiture of the consideration sum, the Landlord agrees and undertakes to pay the Service Fee due and owing to Rentlab for the bidding service performed on the Rentlab portal once a Confirmation Email has been sent to the Landlord.

Conditions For Making A Claim
1. To submit a valid claim for refund due to a Property Issue, you are required to meet each of the following conditions:
  1. you must be the Bidder that successfully bid for the property;
  2. you must report the Property Issue to us or via email within 24 hours of discovering the existence of the Property Issue, and you must provide us with information (including photographs, videos, or other written or tangible evidence) about the property and the circumstances of the Property Issue;
  3. you must respond to any requests by us for additional information or cooperation on the Property Issue within the time specified by Rentlab;
  4. you must not have directly or indirectly caused the Property Issue (through your action, omission or negligence);
  5. you must use reasonable efforts to try to remedy the circumstances of the Property Issue with the Landlord, and you must provide us with information (including photographs, videos, or other written or tangible evidence) in the circumstances the Property Issue cannot be remediated; and
  6. in order to receive a reimbursement of the Consideration Sum, you agree to terminate and your successful bid become null and void, as well as to vacate the Property.
  7. if you choose to proceed to rent the property, you surrender you rights for any claims of refund from Rentlab.

Landlord Responsibilities and Reimbursement to Tenant
1. If you are a Landlord, you are responsible for ensuring that the property you listed on the Rentlab Platform are accessible, adequately and accurately described in the Listing description, safe and clean, and do not present to the Tenant any with Property Issues, as specified in these terms in the Refund Policy .
2. In the event any Property Issues arise, the Landlord should be available, in best efforts and in good faith, to resolve and rectify any of the Property Issues or other issues.
3. The landlord shall not cancel a confirmed booking and shall maintain the subject property for the Tenant once the Confirmation Email has been issued to both parties. If the Landlord cancels a confirmed booking on or before the move-in date stated in the Confirmation Email, we are expressly and unconditionally authorized by the Landlord to refund to the Tenant the Consideration Sum paid to Rentlab without any further reference to the Landlord. Upon such an occurrence, we may at our discretion blacklist the Landlord, cancel the Landlord’s Listing or terminate the Landlord’s Account without any warning or liability whatsoever to the Landlord.
4. In the event that the subject property, should become unavailable for any reasons beyond the reasonable control of the Landlord, the Landlord shall forthwith notify us to cancel the offer and refund the Consideration Sum to the Tenant whereupon we shall have no liability or responsibly whatsoever to the Landlord or Tenant.
5. If you are a Landlord, and if
  1. Rentlab determines that a Tenant has suffered a Property Issue related to a property listed by you, and
  2. Rentlab either refunds to a Tenant (up to Total Refund amount) or rectifies any Property Issue on your behalf for the Tenant,
    You agree to reimburse Rentlab up to the amount paid by Rentlab within seven (7) days of Rentlab’s invoice for the same and until full payment shall bear interest at the rate of eight per centum (8%) from its due date to actual date of receipt both before and after judgement.
6. If you dispute a Property Issue, you may notify us in writing and provide us with information, including photographs or other evidence, disputing the claims regarding the Property Issue. In order to dispute a Property Issue, you must use reasonable and good faith efforts to try to remedy any Property Issue with the Tenant.

General Provisions
1. No Assignment/No Insurance.
  This Refund Policy is not intended to constitute an offer to insure, does not constitute insurance or an insurance contract, does not take the place of insurance obtained or obtainable by the Tenant, and the Tenant has not paid any premium in respect of the Refund Policy. The benefits provided under this Refund Policy are not assignable or transferable by you.
2. Modification or Termination.
  Rentlab reserves the right to modify or terminate this Refund Policy, at any time, in its sole discretion. If Rentlab modifies this Refund Policy, we will post the modification on the Rentlab Platform or provide you with notice of the modification and Rentlab will continue to process all claims for Property Issues made prior to the effective date of the modification according to the then applicable policy.
3. Entire Agreement
  This Refund Policy constitutes the entire and exclusive understanding and agreement between Rentlab and you regarding the Refund Policy and supersedes and replaces any and all prior oral or written understandings or agreements between Rentlab and you regarding the Refund Policy

Contacting Us
If you have any questions about the our Refund Policy, please write in to us via email

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