Refund policy
Last updated October 2026.
Full refund
- You cancel before a reviewer starts work on your case.
- We cannot start your case because the rental is outside the area we serve or the request falls outside our services.
- You paid for a live walkthrough or on-site visit that we could not arrange: the add-on fee is refunded.
Partial refund
If you cancel after review has started but before the report is issued, we refund 50% of the package fee.
No refund
Once a report is issued, the fee is not refundable, whatever the outcome. An outcome of "Review required" or "Unsuccessful" is a completed check: it tells you something important about the rental.
Our mistakes
If a report contains a factual error by StaySure, tell us within 30 days. We will correct and reissue it free of charge, or refund the fee if a correction is not possible.
How to ask
Use the message box on your case page or write to hello@trusterastaysurecanada.tech. Refunds are returned to the original payment method within 10 business days of approval.