Lived-In legal

Prospect Payment, Cancellation & Move-In Credit Policy

Effective: August 2, 2026
Last updated: September 15, 2026

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This Policy forms part of the Lived-In Prospect Terms of Service.

1. Current Call Price#

Under the current Policy, the standard price is $20.00 for one approximately twenty-minute Call.

The price displayed before checkout controls the amount charged for that booking.

Lived-In may offer a different price, promotional price, waived fee, bundled price, or property-specific price when clearly disclosed before payment.

A price change does not alter the price of a Call already paid for unless you expressly agree.

2. When Payment Is Collected#

Lived-In generally collects payment after:

You request a Call about a Property;
Lived-In identifies an eligible Resident; and
Lived-In provides a proposed Call date and time or another booking option.

A Call is confirmed only after successful payment or after Lived-In expressly confirms that payment has been waived.

Submitting a Call request does not guarantee that a Resident will be available or that a Call will be confirmed.

3. What the Call Price Includes#

The Call price covers Lived-In’s arrangement and administration of one Call, including the applicable matching, scheduling, access, monitoring, and Resident-compensation process.

The Call is expected to last approximately twenty minutes.

The price does not guarantee:

A particular Resident;
A particular answer;
A minimum number of questions;
A positive or negative opinion;
Agreement with an online review or Property statement;
A particular Call result;
A lease, move-in, concession, or Property action; or
Eligibility for a move-in credit unless a credit offer is separately disclosed.

The Call may properly end before twenty minutes because of a participant’s decision, a safety or conduct concern, a fair-housing issue, a privacy issue, a technical issue, or another reason allowed by the Terms.

4. Prospect Cancellation#

You may cancel by using the method identified in your booking confirmation or by contacting Lived-In.

If you cancel at least four hours before the scheduled start time, Lived-In will provide a full refund of the Call price unless a different cancellation term was clearly disclosed and accepted before payment.

If you cancel less than four hours before the scheduled start time, the Call price is nonrefundable because Lived-In may remain obligated to compensate the Resident and incur scheduling or service costs.

Lived-In may make an exception in good faith for a genuine emergency or circumstance outside your reasonable control.

5. Late Arrival and Prospect No-Show#

You should join at the scheduled start time and follow the access instructions.

You are treated as a no-show when you do not join within ten minutes after the scheduled start time.

A no-show is nonrefundable.

If you join late but within the ten-minute period:

The Call may proceed with the time remaining;
The Resident is not required to remain beyond the scheduled end time; and
The reduced duration does not create a refund right.

If you withdraw the required monitoring or automatic-transcription consent provided during signup after the Resident timely joins, you will be treated as a late cancellation or no-show, and the Call price will be nonrefundable.

6. Rescheduling Requested by the Prospect#

A rescheduling request made at least four hours before the scheduled start time is subject to Resident availability.

When Lived-In approves the request, the original payment will generally transfer to the rescheduled Call.

A rescheduling request made less than four hours before the scheduled start time may be treated as a late cancellation unless Lived-In approves an exception in good faith.

A rescheduled Call is treated as a new booking time. The payment is not duplicated, and a refund or credit is not earned twice for the same original payment.

Repeated rescheduling, failure to confirm a new time, or failure to respond to reasonable scheduling communications may result in cancellation under the applicable timing rule.

7. Resident Cancellation or No-Show#

If the Resident cancels, does not timely join, is no longer eligible, or cannot participate meaningfully, Lived-In will offer one of the following:

A replacement Resident;
A rescheduled Call; or
A full refund of the Call price.

You may choose a full refund instead of a replacement or rescheduled Call when Lived-In cannot provide a reasonably comparable alternative or when the proposed alternative is not reasonably acceptable to you.

8. Lived-In Cancellation#

If Lived-In cancels the Call, Lived-In will offer:

A rescheduled Call;
A replacement Resident when appropriate; or
A full refund of the Call price.

Lived-In may cancel because of Resident availability, verification, safety, privacy, fair-housing, technical, operational, legal, or other service concerns.

9. Technical Problems#

You should promptly tell Lived-In about a technical problem and follow reasonable troubleshooting instructions.

If you timely join or attempt to join but the Call cannot proceed because of a Lived-In-controlled technical issue, Lived-In will offer a rescheduled Call or full refund.

If the Call cannot proceed because of your equipment, internet connection, telephone service, device settings, failure to follow access instructions, or an unauthorized tool or participant, the Call price may be nonrefundable.

If the problem is caused by a third-party calling, internet, payment, or communications provider, Lived-In will evaluate the circumstances in good faith and may reschedule or refund the Call.

A brief interruption does not automatically require a refund when the participants are able to resume and receive a meaningful opportunity to participate.

10. Conduct, Safety, Privacy, and Fair-Housing Interruptions#

Lived-In or either participant may end a Call because of:

Threats;
Harassment;
Discrimination;
Sexual conduct;
Unauthorized recording or transcription;
A serious privacy violation;
Requests for illegal activity;
Repeated fair-housing violations;
Solicitation;
Impersonation; or
Another material violation of the Terms or incorporated Guidelines.

When the Call ends because of your material violation, the Call price is nonrefundable.

When the Call ends because of the Resident’s material violation and you did not cause or materially contribute to the issue, Lived-In may provide a replacement Call, reschedule, or refund after reviewing the circumstances.

When the facts are disputed, Lived-In may use monitoring information, transcripts, technical records, communications, and participant reports to make a good-faith determination.

11. No Satisfaction-Based Refund#

A refund is not provided solely because:

You dislike a Resident’s response;
The Resident gives positive, negative, mixed, neutral, incomplete, or uncertain answers;
The Resident declines a question;
The Resident’s experience differs from an online review, Property statement, or another person’s experience;
The Call changes or does not change your opinion;
The Call does not match your expectations;
The Call does not answer every question;
You decide not to apply, lease, or move in;
The Property does not take an action you wanted; or
You later obtain different information from another source.

Lived-In does not control the quality, communication style, memory, knowledge, or personal perspective of every Resident response.

This section does not prevent a refund or replacement when the Resident fails to participate meaningfully, engages in serious misconduct, or the service otherwise fails under a specific provision of this Policy.

12. Refund Method and Timing#

An approved refund will generally be sent to the original payment method.

Lived-In will use reasonable efforts to initiate an approved refund within three business days after the refund decision.

“Business day” means Monday through Friday, excluding United States federal holidays and days when the applicable payment provider is not processing ordinary business payments.

Payment providers and financial institutions control their own posting and delivery times.

Lived-In is not responsible for a provider’s delay after Lived-In correctly initiates the refund.

If the original payment method cannot receive the refund, Lived-In may use another reasonable method after verifying the necessary information.

13. Payment Methods and Processing#

Lived-In may accept payment through:

Credit or debit card;
Digital wallet;
Stripe or another payment processor;
ACH or bank transfer;
A Property-sponsored payment method; or
Another disclosed method.

Not every method will be available for every Call.

You must provide accurate payment information and satisfy the payment provider’s eligibility, authorization, and verification requirements.

The total displayed before payment will identify the Call price and any separately disclosed tax or fee.

14. Move-In Credit Availability#

A move-in credit is available only when Lived-In clearly discloses a specific credit offer for the Property or booking.

A participating Property will ordinarily provide the move-in credit.

In limited cases, Lived-In may provide the credit directly. A Lived-In-funded credit is an exception and is not the standard arrangement.

The offer will identify, as applicable:

The provider;
The amount;
The eligible Property;
The claim deadline;
The required verification;
The expected form and timing of the credit; and
Any additional material condition.

Do not assume a credit is available merely because another Property, Call, Prospect, or promotion included one.

15. Standard Move-In Credit Amount#

Unless the specific offer states otherwise, the standard move-in credit equals the Call price you actually paid for the eligible Call.

For a Call purchased at the current $20.00 price, the standard credit is $20.00.

A promotional discount, waived Call fee, refund, chargeback, or third-party subsidy may reduce or eliminate the amount eligible for credit unless the offer clearly states otherwise.

A move-in credit is not interest, a return on payment, or compensation for choosing the Property.

16. Basic Move-In Credit Eligibility#

Unless the specific offer states otherwise, you must satisfy all of the following:

The credit was offered for the Property before or at the time of booking;
You completed an eligible Call about that Property before signing the lease for the applicable move-in;
You materially complied with the Prospect Terms, Community Guidelines, and Fair Housing Guidelines;
You signed a lease for the same Property discussed during the Call;
You actually moved into that Property;
You submit the claim within ninety days after the Completed Call;
You provide accurate information reasonably needed to verify the move-in;
You consent to the limited information sharing required for verification; and
The Call payment was not refunded, reversed, disputed, or charged back.

Lived-In or the provider may require reasonable evidence of lease execution and move-in.

17. Discovery Source Does Not Control Eligibility#

A tracked Property link or QR code is not required for credit eligibility unless a specific offer clearly says otherwise.

A Prospect who independently discovers Lived-In through search, social media, a broker, a friend, a Resident, or another source may still qualify when:

The booking is associated with the participating Property;
The specific credit offer applies; and
All other eligibility conditions are satisfied.

Lived-In may separately record how you discovered the service for acquisition and reporting purposes.

Discovery source does not authorize Lived-In to share private Call content with the Property.

18. Claiming a Move-In Credit#

To claim a credit, follow the claim process identified by Lived-In.

You may be asked to provide:

Your full legal name as it appears on the lease;
The Property;
Your booking or Call identifier;
Your email address;
The lease-signing date;
The move-in date;
The name of another adult in the household when reasonably needed to prevent duplicate claims; and
Other limited information reasonably needed to verify eligibility.

Do not send government identification, a complete lease, financial information, or other sensitive documents unless Lived-In specifically requests an approved and secure verification method.

Submitting a claim does not guarantee approval.

Lived-In will not identify you to the Property for move-in-credit verification unless you submit a claim and consent to the necessary disclosure, or another lawful basis applies.

For verification, Lived-In may share only the information reasonably needed, which may include:

Your name;
The Property;
Your email address;
The approximate lease or move-in date;
The booking identifier; and
The amount of the requested credit.

Lived-In will not share with the Property for ordinary credit verification:

The questions you asked;
The Resident’s answers;
A recording;
A transcript;
Detailed Call notes;
Your private feedback; or
Unnecessary personal information.

Separate rules govern deidentified Call content and your right to request that Call content not be shared with the Property.

20. One Credit Per Household and Property#

Unless the offer states otherwise:

Only one move-in credit is available per household, per Property;
Multiple Calls about the same Property do not create multiple credits;
Multiple adults on the same lease may not submit duplicate claims;
A credit may not be transferred, sold, assigned, or combined with another Lived-In credit for the same move-in; and
A credit applies only to the Property associated with the eligible Call.

Lived-In may consolidate related claims submitted by members of the same prospective household.

21. Form and Timing of the Credit#

A participating Property may provide the credit as:

A resident-ledger credit;
A move-in credit;
A rent credit;
A reimbursement;
A gift card;
Another disclosed benefit; or
A method agreed by the provider and recipient.

A Property-provided credit is administered by the Property under the applicable offer and lease-account process.

A Lived-In-funded credit may be provided through a payment method selected by Lived-In.

Unless a specific deadline is disclosed, the provider will use reasonable efforts to issue an approved credit within thirty days after verification.

Property accounting systems, lease ledgers, payment providers, and other third parties may affect delivery timing.

22. Credit Denial or Reversal#

A credit may be denied or reversed when Lived-In or the provider reasonably determines that:

The Property or booking was not eligible;
The Call occurred after the applicable lease was signed;
You did not move into the Property;
The claim was submitted after the deadline;
The Call payment was refunded, reversed, disputed, or charged back;
The claim duplicates another household claim;
The information provided was materially inaccurate or incomplete;
The claim involved fraud, impersonation, manipulation, or abuse;
You materially violated the Terms in connection with the Call or claim;
The lease or move-in was cancelled before the credit was properly earned; or
Another clearly disclosed eligibility condition was not satisfied.

If a credit was issued based on materially false information, you must return the amount within three business days after written notice explaining the reason.

To the extent permitted by law, Lived-In may offset an amount properly owed against another payment or credit otherwise payable to you.

23. Credit Provider Responsibilities#

When the Property is the disclosed credit provider, the Property is responsible for applying or delivering the approved credit under its agreement with Lived-In and its resident-account procedures.

Lived-In will use reasonable efforts to facilitate verification and address a reported delay, but Lived-In does not control the Property’s accounting system or internal processing.

When Lived-In is the disclosed provider, Lived-In is responsible for initiating the approved credit through the identified method.

The Property does not control what is said during the Call and is not responsible for the quality or outcome of the Resident conversation solely because it provides a credit.

24. Payment or Credit Disputes#

Report a payment, cancellation, refund, or move-in-credit concern to andres@livedinit.com and include:

Your name;
The Property;
The Call date and scheduled time;
The booking identifier, if available;
The payment method;
The type of issue; and
A concise description of what happened.

Lived-In may request information reasonably needed to investigate.

Do not include unnecessary sensitive personal information in an ordinary email.

25. Chargebacks and Payment Reversals#

Contact Lived-In before initiating a chargeback when reasonably possible so Lived-In can review the issue.

You may not knowingly submit a false, misleading, or duplicative payment dispute.

Lived-In may provide the payment provider with booking records, acceptance records, scheduling communications, access records, monitoring information, and other information reasonably necessary to respond to a chargeback.

A chargeback or payment reversal may result in:

Cancellation of the Call;
Loss or reversal of move-in-credit eligibility;
Suspension of future bookings; or
Recovery of an amount properly owed.

Nothing in this section limits a nonwaivable right you have under applicable law or payment-network rules.

26. Future Changes#

Lived-In may change this Policy for future Calls and future credit offers.

A change does not alter the price, cancellation terms, refund terms, or move-in-credit conditions of an already paid Call unless:

You expressly agree;
The change benefits you without adding a material obligation; or
Applicable law requires the change.

The price and material terms presented before payment control the affected booking.