Cancellation, Return and Refund Guidelines
All Sellers must accept cancellations, returns, refunds and adjustments in accordance with the policies and any terms, conditions, and policies that appear on the Seller's Product Listing at the time of the applicable order.
Minimum Cancellation, Return, and Refund Policy
At a minimum, your cancellation, return and refund policy must:
- For subscriptions with a term between 2 months and 5 months, allow a customer to cancel an order of a Product and receive a full refund within 7 days of payment (initial and renewal).
- For subscriptions with a term 6 months or greater, allow a customer to cancel an order of a Product and receive a full refund: (a) within 7 days of initial payment and (b) within 30 days of payment at renewal.
- For all subscription lengths, allow a customer to cancel an order of a Product and receive a full refund at any time where the Product is defective or materially different from the item represented in the Product Listing.
- For all subscription lengths, allow a customer to cancel an order of a Product and receive a full refund at any time if there is a material change in your Product, the availability of your Product or any of your terms and conditions of use and service relating to the Product.
We do not currently support functionality that allows you to offer pro rata refunds .
Customers who want to cancel orders must do so through the cancellation process offered by Rentpe, including through the subscription manager on the Rentpe Site. You must clearly disclose this requirement to customers and provide for such customers to be re-directed to Rentpe's subscription manager. You may not directly interact with a customer to cancel a Transaction or otherwise process a cancellation, refund or return for a Product, except as is necessary to re-direct such customer from your website or application to Rentpe's subscription manager.
If a customer contacts us with respect to your Product, we may issue refunds as a service to you in accordance with our usual business practices. For each refund that we issue, you will grant us a credit in an amount equal to your portion of the Sales Revenue for the applicable Transactions. If a customer contacts you with respect to your Product and seeks a refund or other adjustment, you will refer such customer to Rentpe, and you authorize Rentpe to, on your behalf, determine and calculate the amount of all refunds and adjustments (including any taxes or other charges) or other amounts to be paid by you to such customers. All payments to customers in connection with your Transactions will be routed through Rentpe or its designated Affiliate. Rentpe or its designated Affiliate will provide the refund payments to the applicable customer (which may be in the same payment form originally used to purchase your Product). Rentpe may deduct all amounts refunded from the Sales Revenue prior to transmission to you or otherwise seek reimbursement from you for all refunds.
Customer Claims and Disputes
If we inform you that we have received a claim, chargeback or other dispute concerning one of your Transactions, you will deliver any reasonable information we request to confirm you fulfilled the Transaction in accordance with the Subscribe with Rentpe Program Agreement. If you fail to comply with the prior sentence, or failed to comply with the Subscribe with Rentpe Program Agreement, or if the claim chargeback, or dispute is not caused by (i) our failure to make your Order Information available as it was received by us or (ii) credit card fraud as described in the Payments Guidelines, then you will promptly reimburse us for the amount of the customer purchase (including the Purchase Price and any taxes ) and all associated credit card association, bank or other payment processing, re-presentment and penalty fees associated with the original purchase and any chargeback or refund, in each case to the extent paid or payable by us or our Affiliates.
We may require that you establish a separate reserve account to secure the performance of your obligations, in an amount determined by us in our sole discretion. Without limiting the foregoing, we may require a reserve account if you have a high rate of chargebacks, refunds, or other indicia of performance problems related to your use of the Subscribe with Rentpe Program. Any reserves will be subject to the terms with respect to Transaction Processing Services.