Refund Policy

Overview

Nook, operated by Zentaro Systems Ltd, offers transparent, customer-friendly refund terms. This policy explains when refunds are available and how to request one.

We aim to make this simple: if Nook isn't working for you, you shouldn't be stuck paying for it.

1. Free Trial

We offer a 3-day free trial for Premium and Max subscriptions. If you cancel before the trial ends, you will not be charged.

You can cancel anytime during the trial from your account settings. Cancellation is immediate; you will not be charged.

2. Within 7 Days of an Initial Paid Charge

If you cancel within 7 days of your first paid charge (whether on Premium or Max), we will issue a full refund to your original payment method.

To request a refund within this window:

1. Cancel your subscription in Account → Subscription
2. Email support@thenook.rent within 7 days of the charge
3. We will process the refund within 5-10 business days

No questions asked.

3. After 7 Days

After the 7-day window, refunds are at our discretion. We may offer:

• Prorated refund for the unused portion of the current billing period (especially for annual subscriptions)
• Account credit that can be applied to future charges
• No refund if we believe the request is in bad faith (e.g., trying to refund after extensive use)

Common situations where we typically offer a prorated refund:

• You found an apartment and no longer need alerts
• A medical emergency or unexpected circumstance
• Technical issues that prevented you from using the Service
• You move to a city we don't yet support

4. Annual Subscriptions

If you cancel an annual subscription mid-year:

• Within 7 days of charge: full refund
• After 7 days: prorated refund of unused months (less any annual discount benefit consumed)

Example: You subscribe to Premium annual at $119 in January. You cancel in May. You used 4 months. We refund the equivalent of 8 unused months at the monthly rate ($14.99 × 8 = $119.92), minus the 4 months already used at monthly rate ($14.99 × 4 = $59.96), so refund equals $59.96. (Math may vary; we always favor the customer in close calls.)

5. Renewal Charges

For automatic renewals:

• We send a reminder email 24 hours before any renewal charge
• If you cancel before the renewal date, you are not charged
• If you cancel within 7 days after a renewal charge, we will refund it fully if you have not actively used the Service in that period
• If you have actively used the Service after renewal, we offer a prorated refund at our discretion

6. Non-Refundable Items

The following are non-refundable:

• Charges over 30 days old (except where required by law)
• Charges arising from your violation of our Terms of Service
• Move-out listing rewards (these are paid out, not collected)
• Referral rewards

7. How to Request a Refund

Self-service (within 7-day window):

• Cancel your subscription in Account → Subscription
• Email support@thenook.rent with subject "Refund Request"

Manual review (outside 7-day window):

• Email support@thenook.rent
• Include: subscription email, charge date, reason for refund
• We respond within 3 business days

8. Processing Time

Approved refunds are processed within 5-10 business days to your original payment method. Your bank or card issuer may take additional time to post the credit.

9. Disputes and Chargebacks

If you have a concern about a charge, please contact us first at support@thenook.rent. We aim to resolve issues fairly.

Filing a chargeback with your bank without first contacting us may result in account termination as we cannot verify whether the dispute is legitimate. Resolved chargebacks also incur processing fees that benefit no one.

10. State-Specific Rights

This policy is in addition to, not in place of, any rights you have under your state's consumer protection laws.

For California residents: Under the California Automatic Renewal Law (BPC §17602), you have specific rights regarding automatic-renewing subscriptions, including the right to cancel without penalty. Nothing in this policy waives those rights.

For other state residents: Similar protections exist in many states. If state law gives you greater rights than this policy, those rights apply.

11. Changes to This Policy

We may update this Refund Policy from time to time. We will post updates on this page and update the "Last Updated" date. Material changes will be communicated by email.

Changes do not apply retroactively to charges made before the change took effect.

12. Contact

Refund requests: support@thenook.rent
General questions: hello@thenook.rent
Mail: Zentaro Systems Ltd, 167-169 Great Portland Street, 5th Floor, London, W1W 5PF, United Kingdom