Refund & Cancellation Policy

1. Overview & Nature of the Reservation Fee

BNT Rentals facilitates verified room and bedspace bookings across the Philippines. When reserving a slot through our platform, prospective tenants pay an Online Reservation Holding Fee via our official payment gateway (PayMongo). This fee immediately removes the selected bedspace or room from the public marketplace, preventing other renters from booking it.

2. Circumstances Eligible for a 100% Full Refund

We protect our community against unfair listing practices and sudden cancellations. You are entitled to a 100% automatic refund of your reservation fee in the following situations:

• Landlord Rejection or Cancellation: If the property landlord declines your booking or cancels your reservation before your scheduled move-in date.
• Material Property Misrepresentation: If upon physical check-in on your scheduled move-in date, the room or bedspace significantly differs from the published photos, verified amenities, or declared inclusions (e.g., missing air-conditioning, unlivable conditions, or occupied assigned bunk).
• Force Majeure / Inhabitable Premises: If the property is rendered inaccessible or unsafe due to severe flooding, natural disasters, or building fires prior to move-in.
• Duplicate Booking / Platform Discrepancy: In the rare event of a technical sync error where two users booked the same bunk simultaneously.

3. Non-Refundable Scenarios

Because holding a room prevents the landlord from marketing it to other students and professionals, the Reservation Holding Fee is non-refundable in these cases:

• Change of Mind within 7 Days of Move-in: Voluntary tenant cancellation requested less than 7 days prior to the target move-in date, after the slot has been reserved for more than 48 hours.
• Tenant No-Show: Failure of the tenant to show up within the 48-hour grace period following the confirmed move-in date without notifying the landlord or BNT Rentals support.
• Fraudulent Identification or Rule Breach: If the applicant submits counterfeit credentials, invalid student identification, or intentionally conceals disqualifications under explicit house rules (e.g., strict female-only dorm policy).

4. Refund Processing Timeframes & Payment Methods

All approved refunds are initiated electronically through our BSP-licensed payment gateway, PayMongo. The funds are reversed directly to the original payment source:

• GCash & Maya: Reversals are usually processed within 1 to 3 business days, credited directly back to your e-wallet balance.
• QRPh (Bank Transfers): Credited within 2 to 5 banking days depending on your originating Philippine bank (BDO, BPI, UnionBank, Metrobank, RCBC, etc.).
• Visa & Mastercard Credit/Debit Cards: Processed within 5 to 10 banking days, subject to your card issuer’s monthly billing cycle.

5. Security Deposit Settlements with Landlords

Security deposits collected directly upon move-in are governed by your signed Lease Contract with the property owner. In accordance with Philippine rental practices and BNT Rentals standards, landlords must return security deposits (less any itemized utility bills or documented physical damages) within 15 to 30 calendar days of lease checkout.

6. How to Request a Cancellation or Refund

Prospective boarders do not need an account. Every confirmed renter receives a secure, direct link to their Digital Reservation Pass via email upon booking. You can request a cancellation and refund through either of the following methods:

• Self-Service via Email Link (Fastest): Open your official confirmation email and click "View Digital Reservation Pass". At the bottom of your pass, click "Cancel Reservation & Request Holding Fee Refund", select your reason, and submit. The refund request is queued immediately in the system.
• Manual Assistance via Support Desk: Alternatively, email hello.bntrentals@gmail.com or submit a request via our Contact Support page with your Booking Reference ID and PayMongo payment receipt.
• Discrepancy Documentation: If requesting a 100% refund due to property misrepresentation or uninhabitable conditions upon move-in day, attach photo or video documentation.
• Fast PayMongo Turnaround: Once approved, the holding fee is automatically refunded back to your originating GCash, Maya, or bank card within 1 to 5 banking days.