If the renter is backing out of a tenancy because of a dire situation or emergency, we ask them to explain so when cancelling the offer. We do not explain why we're asking. An example of this if they cancelled the offer because they lost their job unexpectedly.
That is an unforeseen event and falls under extenuating circumstances. In this case, we'll work with the landlord to consider how much we should refund the tenant. As a community, PropertyLoop encourages users to help one another when possible. Depending on the circumstance, the loss of a holding deposit could be devastating to renters. By deciding to refund the tenant more or all of the deposit, we can help them get back on their feet. During these troubling times, we believe it's more important than ever to come together as a community.