What is the listing guarantee?
The Listing Guarantee protects anyone who signs an Apartment App lease from scams, misrepresented listings and other damages while you're living in a Apartment App rental. We vet listings carefully and if anything ever goes wrong we're here to help.
The Basics
As long as you qualify (see below) and you make a claim within twenty four hours you'll get a full refund and your first month of rent in your new apartment will be on us. Of course, we'll do everything in our power to find you a replacement housing option that's in line with the one that you thought you booked.
How To Qualify
- Signed lease on Apartment App. Use Apartment App to apply for a listing and sign your lease.
- On-platform payments. Make sure you use Apartment App to process any applicable security deposit, upfront rent, and monthly rent payments.
- Contact Us Immediately. You have 24 hours from the time your lease starts to make a claim.
How To Make A Claim
Application Issue
If you are prevented from moving in because your application did not pass your lister's screening process or a property manager/landlord's screening process, please contact us to request a refund.
Start of a Lease
When you move-in, do a full walkthrough of the space. If there are any issues, work with your lister to see if they can be resolved. If your lister is not physically with you on move-in day, send them a message via the Apartment App website or app.
If the issue remains unresolved, please contact us within 24 hours of the start of your lease. We’ll begin an investigation and will refund security deposits and rent payments as soon as possible.
During a Lease
If there is a problem with your apartment that you discover after the first day, contact your lister as soon as possible via Apartment App (so that we're able to confirm the correspondence happened). If your lister is unable to resolve the problem or is not responding, please contact our support team and we'll see if there's anything we can do.
Additional Terms
For full details, please read the Renter Refund Policy section of our Terms of Service.