Last updated: 21 June 2026
A refund may be available where required by the applicable cancellation terms or law, where a host cancels, where the booked service is unavailable, or where a timely supported claim establishes a material problem. A change of mind does not itself guarantee a refund.
A full refund returns the eligible booking amount paid through RentScanner. A partial refund may reflect used nights or days, a non-refundable cancellation period, an agreed price reduction or a portion of the service that was properly supplied.
The booking page will identify included charges. Platform fees are refunded where required by law or expressly stated; otherwise their treatment follows the disclosed cancellation terms. Bank, foreign-exchange or third-party charges outside RentScanner's control may not be recoverable.
Approved refunds are normally returned through Stripe to the original payment method and currency. RentScanner may initiate a refund promptly, but the time it takes to appear depends on Stripe, the card network and the guest's bank. Currency conversion may cause the received amount to differ from a converted statement amount.
An eligible refund may reduce or cancel a host pending payout. If a payout or transfer has already occurred, the amount may be reversed or recovered from the host's Stripe Connect balance or future payments. This process is marketplace payment processing and is not escrow.
We may request booking messages, photographs, receipts, timestamps, access records or other relevant evidence. Decisions consider the listing, disclosed policy, user conduct, evidence and applicable law. Fraudulent or duplicate claims may lead to account restrictions.
A cardholder may have statutory or card-scheme dispute rights. Please contact RentScanner first where practical. If a chargeback is opened, Stripe's evidence and decision process applies, and the related amount and fees may be deducted from the responsible connected account.
Request a refund from the booking page or email info@rentscanner.com with the booking reference and reason.
RentScanner is operated by RENT SCANNER LTD, a private limited company registered in England and Wales.
Company information is based on the public Companies House register.
RentScanner uses marketplace payment processing for bookings. A guest pays RentScanner at checkout, and the host amount is held as host pending payout until it becomes eligible for delayed payout after the rental end date. This is not escrow.
RentScanner service commission is 12% of the gross booking amount unless another rate is clearly shown before checkout or agreed in writing. The commission is deducted before calculating the host pending payout. Stripe processing fees, refunds, chargebacks, disputes, taxes and currency conversion may affect the final settlement.
Top advert promotion is a rotational advertising placement. RentScanner displays a maximum of 4 promoted adverts at a time in matching category, city and search result placements. Promoted adverts rotate on page refresh, and promotion does not guarantee a fixed position, continuous display, clicks, enquiries or bookings.
If a booking is cancelled, refunded, disputed or placed on hold, RentScanner may delay, reduce, reverse or block the host payout according to the applicable cancellation, refund, host and guest terms.
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