A: If your tenants counter your charge, it enters into 'negotiation'. Each party may then continue to counter the charge until an agreement is reached. There's no set time for this process, but charges are sent, received and can be paid for in real time, speeding up the process.

In the unlikely case an agreement can’t be reached, each party may at any time submit the case for Independent Dispute Resolution where an independent adjudicator will make the final call.

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