Recovery terms
1. Free audits
Abstracting leases and auditing reconciliations is free. Reports, findings and deadlines belong to you, and you may use them however you like without owing a fee.
2. Disputes are sent only with your approval
Tenantback drafts objection letters, records requests and follow-ups. Nothing is sent to a landlord until an authorized person in your workspace approves it, unless you turn on autopilot for that kind of action. You are responsible for reviewing each letter before approving it. Tenantback does not provide legal advice; matters that may lead to litigation should be reviewed by counsel.
3. The success fee
When a landlord credits, refunds, abates or reduces amounts that were disputed through Tenantback ("Recovered Amounts"), you owe a success fee equal to your plan's rate (25% on the Recovery plan, 12% on Portfolio, or the rate in your Enterprise agreement) of the Recovered Amounts.
- Recovered Amounts include credits applied to future rent or charges, cash refunds, and reductions in a balance the landlord had billed, for any item raised in a letter Tenantback sent or drafted for you.
- The fee applies whether the landlord pays or confirms through Tenantback, directly to you, or through anyone else, and whether the item is resolved in full, in part or by settlement, if it is resolved within 12 months after the dispute was first sent.
- No fee is owed on items the landlord rejects, on amounts you never recover, or on audits that lead to no dispute.
4. When the fee is charged
The fee becomes due when the landlord confirms the Recovered Amount in writing (for example, an email agreeing to a specific credit, a corrected statement, or a refund).
- If the confirmation reaches Tenantback's dispute thread from the landlord's email domain on file, with verified sender authentication, Tenantback records the recovery automatically, emails you the landlord's confirmation and charges the fee to your payment method on file 3 days later. If the confirmation is wrong or the money does not come through, you can contest the fee in Settings before it is charged and Tenantback will review it with you.
- In every other case, Tenantback asks you to approve recording the recovery and charges the fee the same day you approve it.
Enterprise customers are invoiced with 30-day payment terms. You authorize Tenantback, through its payment processor Stripe, to charge your saved payment method for fees owed under these terms and for any Portfolio subscription you choose.
5. Keeping us informed
If a landlord responds to a dispute outside Tenantback (by phone, letter or to your own inbox), you agree to log the response in Tenantback or forward it to your workspace within 10 business days. If you decline to record a recovery the landlord has confirmed, Tenantback may review the correspondence with you and the fee remains owed on amounts actually recovered.
6. Payment problems
If a charge fails, Tenantback will notify you and may retry. Tenantback may pause sending new letters for a workspace with unpaid fees older than 30 days. Your data stays available to you.
7. Ending the service
Either side may stop at any time. Fees remain owed on Recovered Amounts from disputes sent before the end date, under section 3.
8. Liability
Tenantback's total liability arising from the service is limited to the fees you paid in the 12 months before the claim. Neither side is liable for indirect or consequential losses. Findings are produced with automated tools and verified citations, but you decide what to dispute.
9. Changes
If these terms change, Tenantback will ask you to accept the new version before sending further letters. Recoveries on disputes sent under an earlier version follow that version.