Refund Policy

Rent Pilot operates on a subscription-based model. Customers may subscribe to available plans to access specific property management features.

Subscription payments are generally non-refundable once the subscription period has commenced, except where:

• A payment was made in error;
• The same subscription was charged more than once;
• A payment was successfully debited but the subscription was not activated due to a technical issue attributable to Zenith Innovation;
• A refund is required by applicable law; or
• Zenith Innovation determines that a refund is appropriate in the circumstances.

If you are charged more than once for the same subscription due to a technical or payment-processing error, you may contact us with evidence of the duplicate transactions.

After verification, the duplicate payment may be refunded through the appropriate payment channel.

Where your account is debited but the corresponding Rent Pilot subscription or service is not successfully activated, the transaction will be investigated.

If the payment is confirmed as unsuccessful or reversed by the payment provider, the funds may be automatically reversed or refunded through the applicable payment channel.

Users should not make repeated payments while a previous transaction is still being processed unless instructed to do so.

Where Rent Pilot facilitates payments for supported utility services, refund eligibility may depend on the status of the transaction and the relevant utility or service provider.

A utility payment may be eligible for investigation or refund where:

• The payment was unsuccessful but the customer's account was debited;
• The transaction was duplicated;
• The payment could not be delivered to the intended service due to a technical failure attributable to the platform or payment infrastructure; or
• A refund is required by the applicable service provider or law.

Where a utility payment has already been successfully processed and delivered to the relevant service provider, a refund may not be possible.

Users are responsible for verifying details entered before confirming a utility transaction.

Zenith Innovation may not be responsible for payments made using incorrect information supplied by the customer, including incorrect account numbers, meter numbers, customer references, utility details, or other identifying information.

Where recovery is technically possible, Zenith Innovation will make reasonable efforts to assist the customer, but recovery cannot be guaranteed.

Approved refunds will generally be processed through the original payment method or another appropriate payment channel.

The time required for a refund to appear in the customer's account may depend on the payment provider, bank, card issuer, or other financial institution involved.

To request a refund or report a payment issue, contact our support team using the official support contact provided on the Rent Pilot website.

Please include:

• Full name;
• Registered email address;
• Transaction reference;
• Date of payment;
• Amount paid;
• Description of the issue; and
• Supporting evidence where available.

We may request additional information to verify the transaction.

Upon receiving a refund request, Zenith Innovation may investigate the transaction and verify the payment status with the relevant payment processor or service provider.

Refund decisions will be communicated to the customer after the investigation.

For refund-related enquiries: