What is your refund policy on Move-In day?

We want your move-in experience to be as smooth and comfortable as possible. While both PadSplit and your Host work hard to address any issues that may arise, there may be problems with your room or home that neither PadSplit nor your Host are able to remediate.

Members may qualify for a refund if the following problems are unable to be fixed in a reasonable amount of time:

• You are unable to access your room or home (after trying our troubleshooting tips)
  • Move-in hours matter. Move-ins are only supported during the move-in hours set by your Host. You can view your room's supported move-in hours on your dashboard. We highly encourage Members to schedule their move-ins during these times. Move-ins made outside of these hours are not eligible for a refund.
• The room hasn't been cleaned (normal wear and tear doesn't qualify)
• The room is occupied
• The bed is missing or broken
• The home details on our platform do not match what you see in person

Before You Request a Refund

Try to resolve the issue first. Members must make good faith efforts to remediate the problem by following the steps below:

1. Reach out to your Host: It’s important that you message your Host right away. For the quickest assistance, reach out to your Host first. They're familiar with the property and can often resolve issues on the spot. Be sure to clearly describe the problem when messaging.
2. Contact PadSplit Support: If your Host is not responsive or has not provided a reasonable accommodation for your problem, our team is here to help! We're happy to assist with rebooking or transferring you to a different home if necessary. Call us at (770) 373-7863 or email us at support@padsplit.com.
3. Document the issue: Take photos or videos if applicable. This helps us understand and address the problem more effectively and supports your case if a refund is needed.
4. Allow Time for Resolution: While many issues can be fixed promptly, we appreciate your patience as your Host or our support team works to resolve the situation in an appropriate time frame.

Refund Request Window

At PadSplit, we believe every Member deserves a fair chance to raise concerns after moving in. That's why we allow refund requests to be submitted within 10 days of your move-in date. Requests submitted after this period will not be eligible for a refund. Exceptions will only be considered if sufficient supporting documentation is provided. Submissions without documentation will not be reviewed.

If you meet these criteria and would like to request a refund, you are always welcome to contact our Member Support team. Once submitted, a member of our team will review your request and follow up with you directly. Refunds are typically processed within 7 to 10 business days.

Not Sure About Your Room? Explore a Transfer First

If your room isn't what you expected, transferring to another PadSplit home may be a faster solution than requesting a refund. Your first transfer is free* — we'll apply a credit toward the move-in fee at your new location.

*Free Transfer reflects a one-time credit of up to $200 applied toward the move-in fee at your new location.

Click here to learn more about transferring homes or watch the video below for a step-by-step guide.