General FAQ's Explained 911 Emergencies If you have a life-threatening emergency, call 911. If there's fire at the home or property, call 911. After you call the authorities, call us and press the option for Maintenance Emergencies Appfolio Online Portal Login https://yourrentalhome.appfolio.com/connect/users/sign_in Online Portal Overview https://www.appfolio.com/help/online-portal Request new login https://forms.wix.com/f/7206369161948168458 Be Kind We are committed to providing all tenants with professionalism, kindness, and respect. We expect the same values in return. IMPORTANT: Lease renewals are not guaranteed and are offered at our discretion. Bidet We do not allow bidets in any of our properties. Blue toilet tablets Please do not use chemicals in toilet tanks, as they can damage parts and cause leaks. If the toilet breaks or leaks and we find chemicals in the tank, the repair cost will be billed to the tenant. Contact your team We have a team to help you. How you contact them depends on what you need help with. Learn more COVID 19 Rent Relief Tenants are welcome to apply for COVID 19 Rent Relief. However, the payments must be made directly to the Tenant. Manager does not get involved in the process. IMPORTANT: This is a slow process. Rent is still due on time. Late and Evictions procedures still apply. Fireplace If the home has a fireplace, it is for decoration only. Although we recommend making repairs, they are up to the landlord. Fixing gas leaks can be expensive, so if the cost is high, the landlord might choose to turn off the gas instead of repairing it. For wood-burning fireplaces, if major repairs are needed, the landlord might decide to prohibit use of the fireplace, not make repairs, and remove the fireplace entirely during the next turnover. Illegal Activity If you witness illegal activity on or near your property, call 911. We have a zero tolerance policy for any illegal activity. Our employees are "Mandatory Reporters" and are required to report any criminal activity to the local law enforcement agency. We recommend you do the same. Internet, cable & satellite Wiring must go through an interior wall and end in a receptacle with a wall plate. Residents are not allowed to install satellite dishes anywhere on the Property. Drilling into brick to attach anything is strictly prohibited. Do not drill holes in the floor for wires or anything. If the Tenant modifies the flooring for wires, they will be required to pay for new flooring, and installation for the entire room. If the floor covering material can't be perfectly matched, then all floor coverings of the same type in the home must be replaced. Lost keys We rekey the locks between tenants and provide you with two keys. The only extra keys are stored in a lockbox attached to the property. If you lose your keys, call the emergency line to get the lockbox code. Make a copies and return them to the lockbox. If the keys aren't returned when we arrive on our next trip, you'll be charged for the time wasted on the trip. If the keys are not available within 24 hours, we must change the locks and bill the labor and material to your account, which is around $150 per door. See Home Depot for the current cost of Kwikset Smart Locks with matching type and quality. Hourly rates Maintenance Checklist We are responsible for presenting the you a home in great condition. You are responsible for maintaining and returning the home to us in this condition when you move-out. If you find any issues during the move-in, let us know, and we will fix them and bill the previous tenant. Download Checklist Natural Gas If you smell gas, call the gas company. SIGNS OF A GAS LEAK Gas leaks are extremely rare and can be caused by excavation damage, material defects, corrosion, worker error, or events of nature. It’s extremely important to recognize the signs. Your sense of smell should not be the only thing you rely on for detecting gas leaks. Test your carbon monoxide detector monthly. RECOGNIZE THE SIGNS BY: Bubbling earth or water, dirt blowing into the air, frost ball in an open field, dead/dying or discolored vegetation, sinkholes, or exposed pipes. Strong, unusual odor resembling rotten eggs, a skunk, or a dead animal. Hissing, roaring, or bubbling from the ground or water. SMELL GAS? If you smell a faint whiff of the odor and cannot find the source: Take no chances. Have everyone leave the affected area immediately! Move away from and upwind of the suspected leak or smell. After leaving the area, to another location or neighbor’s house far from the suspected leak or smell, call the gas company or 911. DO NOT: Operate electrical switches, electronics, home phones, cell phones, or anything that produces a spark. DO NOT ignite an open flame. The gas company will advise what needs to be done next. DO NOT: Smoke, strike a match or lighter Operate lights, electric switches, appliances, flashlights, etc. Pull plugs from outlets Use a telephone or cell phone Start any mptor vehicle in the area of the potential leak Attempt to find the source or fix the suspected leak HOW TO DETECT CARBON MONOXIDE Carbon monoxide, or CO, can form when fuels like charcoal, coal, gasoline, kerosene, natural gas, oil, propane, and wood are burned without a sufficient supply of air. An awareness of what produces carbon monoxide can help protect you and your family. It is the tenant's responsibility to make sure there is a working carbon monoxide detector in your home, periodically check the battery, and submit a maintenance request in Appfolio if the detector is non-functional or missing. The best CO prevention is an inspection by a trained service technician. The utility companies have trained service technicians who can check for CO and look for the source at no cost to you. Call today to schedule your carbon monoxide check. CARBON MONOXIDE EFFECTS The early effects of carbon monoxide exposure mimic the flu. Look for warning signs of headache, nausea or vomiting, dizziness, disorientation, muscle weakness, or fatigue. If the "flu-like" symptoms are not accompanied by fever, or if everyone in the family is ill, or if the symptoms disappear when you leave the house, you may have a carbon monoxide problem and must call the gas company immediately. PILOT LIGHTS Call the gas company if you need your pilot light needs to be lit. They will usually perform a quick safety check before they light it for you. The flame in gas appliances (excluding gas logs) generally should be blue, possibly with flecks of orange. If the flame is mostly orange or yellow, call the gas company. Keep flammable liquids away from pilot lights. Unseen vapors from flammable liquids like gasoline or kerosene can catch fire. They are heavier than air and can move along the floor a good distance from the original source by air currents coming from other rooms. Active pilot light on an appliance can provide an ignition source for these vapors. NSF $30 NSF Fee will be added to any payment returned for Non-Sufficient Funds regardless of the reason including, but not limited to, entering incorrect banking info when paying online. If your payment goes NSF after the 5th of the month, the 10% late fee will be applied. Oxygen Safety CONSULT AN EXPERT TENANT IS RESPONSIBLE FOR SAFE USE OF OXYGEN --------------------------------- Safety precautions Follow these safety precautions when using oxygen from any source (oxygen tank, oxygen concentrator, portable oxygen, etc.) Notify the fire department and the electric company that you are using oxygen. Place “Oxygen in Use” signs in visible areas. Never place the tank or machine near an open flame (e.g., matches, lit candles, a stove in use). Keep the oxygen tank at least six feet away. Always turn your oxygen off when not in use. Always check the oxygen levels on your oxygen tank. This includes the backup tank as well as the tank that is in use. The oxygen backup tank should be stored lying flat (or upright and secured) and in a safe, well-ventilated place. Check the oxygen tubing for cracks and leaks. Never smoke when the oxygen source is in your residence. Do not allow anyone else to smoke. Always have a “No Smoking” sign posted in a visible spot. Do not use your oxygen within six feet of electrical appliances, especially stoves, heaters, toasters, or hair dryers. Do not use your oxygen in an area where combustible materials, such as oils, greases, aerosol sprays, lotions, or solvents, are present. Do not use petroleum-based products while oxygen is in use. Avoid the use of products that contain alcohol (e.g., skin products). Call the medical equipment provider for service or any questions you might have. Have fire extinguishers on hand. Safety tips when using an oxygen concentrator Review the general guidelines in addition to following these reminders: Do not use an extension cord with the concentrator. Plug the concentrator into a grounded electrical outlet. Do not plug it into an outlet used by other appliances. Never place anything on top of the concentrator, such as drinks, plants, or books. Never place the concentrator against the wall, curtains or furniture, or in a closet. Room air must freely flow into the unit. Check the alarm unit regularly. This can be done by pulling the plug and listening for the alarm tone. Inspect the filter for the oxygen concentrator regularly. Report any concerns to the vendor listed on the concentrator unit. Safety tips when using an oxygen tank Specific safety rules apply WHENEVER you use oxygen from a tank. Review the general guidelines for using oxygen safely in addition to following these reminders: Check the gauge to confirm the correct flow of oxygen. Check the amount of oxygen available if you are using oxygen from a tank. Turn the gauge to begin the flow of the oxygen and adjust the flow. Rent Ready Inspections The goal of the Rent Ready Inspection is to minimize vacancy during turnover. Once a move-out notice is received, we inspect the home with the tenant to identify repairs that need to be addressed before move-out. This increases out chances of having the home in a "Rent Ready" (move-in) condition the day after they move out. Rent Ready A property is considered to be "Rent-Ready" when: All items on the Maintenance Checklist have been completed and All tenant caused damage has been repaired. In other words, "Rent-Ready" means that the next tenant can move in, without us returning to work on Checklist Items or repairs. To help you achieve this during your Move-Out, we do a Rent Ready Inspection 7 days before your Move-Out Inspection. Service Animals & ESA's Safety Manager can deny an ESA if they pose a safety threat. How to add For the safety of our maintenance team, Tenants must disclose each Service Animal / ESA by submitting a Request Form using the link below & upload the following documents: Letter from License Mental Health Professional (ESA's only) Reasonable Accommodation Form (ESA & Service Animals) Reasonable Accomodation Form .pdf Download PDF • 115KB Verification We will: Verify the mental health professional is licensed through the state's online license search, etc. Call to confirm that their office completed the form. Request Form Use the Add Pet Request Form for simplicity: Pet / Animal (Add) Shared Documents When it's necessary to share a document with a Tenant, Manager will upload the document to the "Shared Documents" tab in Appfolio. The Tenant will receive a text notice to login and view the document. Storm doors are disabled Storm Doors are intended to protect the front door from the weather. Not to be used as a security door. Storm doors are costly to rekey, so keys are not provided. We disable the lock whenever possible, so you don't accidently lock us out. If the lock has not been disabled, Tenant agrees to not lock the storm door from the inside as this will prevent Manager from accessing the property which is a Lease Violation. Smoke Detectors / Carbon Monoxide Detectors Test all smoke alarms at least once a month by press the test button to be sure the alarm is working. If it is not working, submit a maintenance request to get a replacement. Tenants are responsible for changing batteries in all smoke and carbon monoxide detectors at least twice per year. Text Notifications Primary response method Text is our primary means of notification because we've discovered that many tenants don't check their email and therefore don't read the notifications. Texts will come from (650) 399-9664 This is not a cell phone. It's a feature in Appfolio. This is a "NO REPLY" number so if you reply, we will not get the text. Examples of notices & reminders: Maintenance Renters insurance expiration Lease renewal Late Rent Evictions Do not block Your lease agreement requires you to keep text communications open. Don't reply with "STOP" because it will block all texts, not just one particular type. How to unblock To reactivate text notices, you have 2 options: Text "START" to (650) 399-9664 or In Appfolio: Click Account Profile Under the Contact Preferences section Select Mobile push notifications Click Save Trampolines Trampolines are strictly prohibited on all properties we manage. Tips / Gratuities Employees are not allowed to accept tips, discounts, food, or gratuities of any kind. Utilities disconnect warning Do not turn off utilities until the day after the lease expires. LEASE VIOLATION $100 Lease Violation Fee + Cost of the utilities + $20 Billing Fee is per bill. PROPERTY DAMAGE Bad things happen when utilities are off: FREEZER DEFROST: Melting ice leaks onto the floor. This can ruin hardwood and Pergo in just a few hours. The repairs can cost thousands. FREEZING PIPES: Without heat in the winter, pipes will freeze and burst. This can flood the home and ruin cabinets, flooring, etc. Repairs can be $10k to $30k. We've seen it happen. HUMIDITY: The AC is a dehumidifier in the summer. Without the AC, humidity will increase and mold will start growing in just a few days. This is called a "Humidity Bloom" which is the sudden growth of mold within a living space due to the elevation of indoor relative humidity at or above 60 percent relative humidity for a period of time greater than 72 hours. You will be responsible for the cost to repair all damage associated with the lack of utilities. Tell us if you have to leave before your move-out inspection. Utility companies Coming soon Vehicles DEFINITION: "Vehicles" are defined as automobiles, trucks, motorhomes, all terrain vehicles, recreational vehicles, watercrafts, trailers, lawn mowers, and anything else that has, should have, connects to, or was originally manufactured with a motor. COMMERCIAL VEHCILES: Vehicles used, insured, or registered for commercial use or vehicles that display commercial placards or wraps are expressly prohibited from being operated, stored, or parked at Property for any length of time. REPAIR WORK: Resident must keep vehicles and equipment in good working order, including but not limited to preventing oil from leaking from vehicles and equipment. It is Resident's responsibility to clean driveway and garage should any oil leak exist. Residents are not allowed to make repairs on Vehicles & Equipment on Premises including, but not limited to, changing vehicles motor oil. DISABLED VEHICLES: Disabled vehicles and equipment are not allowed to be stored on Premises. Manager may have a vehicle towed with a 10-day notice, under the following circumstances: Flat Tire, unable to operate under its own power, or missing or broken windshield Missing fenders, bumpers or other body parts Any vehicle not in compliance with all applicable local or state laws relative to titling, licensing, operation, and registration for more than thirty (30) days. PARKING & TURN-AROUND: Resident will park on the property at the Resident's own risk. Parking is only allowed on designated parking areas. Resident will not park or operate vehicles lawn (other than lawn service equipment). Empty trailers may be parked in the back yard but only if there is a privacy fence. Disabled vehicles must be parked in the garage or removed from the premises. In the event fines are imposed by the Home Owner Association, resident is responsible for paying them. USE & NOISE: Resident will not operate vehicles not licensed for highway use in the neighborhood. Resident will not "Rev" motors, run equipment motors, perform maintenance on equipment or otherwise use equipment in a manor that becomes a nuisance to the neighbors. Equipment must be registered to the Resident and insured in the Resident's name. Vehicles will not be used as additional or temporary living quarters. Manager reserves the right to withdraw permission for the storage of equipment at any time during the lease. Video Inspections We complete video inspections during move-in, major repair work, and move-out. The videos are stored on YouTube as "unlisted" so the general public can't view them. Working from home The only work that may be done from home, is office work like sales, clerical, data processing, and computer work. If approved by Manager, Resident must comply with Homeowner Associations Conditions, Covenants, & Restrictions and federal, state, and local laws and regulations governing the use of the Property and agrees to abide by these rules: Resident is responsible for maintaining the necessary permissions, licenses, and at a minimum Commercial General Liability or Business Owners Package; Workers Comp if the business has employees; and other policies and endorsements as required by the Manager at the manager. The Resident will provide the Manager with a current certificate of insurance listing Manager as Additional Insured with a copy of the endorsement on all insurance policies just like Manager required for contractors. The Resident must provide the above at the time of each policy renewal or cease business activity immediately upon expiration of the documents on file even if the insurance policy has been renewed. Failure to provide a certificate of insurance renewal will result in a $100 No Insurance Fee being charged to Resident each month until Resident vacates or shows proof the business was closed with the IRS or Secretary of State. UNAUTHORIZED BUSINESS ACTIVITY The Manager does not allow the following industries or types of the business unless the duties performed are strictly clerical, no clients or co-workers or employees visit property: Agricultural and animal agriculture industries Animal breeding, kennels, or pet sitting Any business that uses Highly Hazardous Chemicals, Toxics and Reactives as defined by OSHA (Occupational Safety and Health Administration). Automotive Child services of any kind including but not limited to education, daycare, or childcare. Counseling or therapy Hospitality Manufacturing Massage or physical therapy Nursing, hospice, adult daycare, or any other caregiving. or any other business where clients, co-workers, or employees conduct business at Premises. No door-to-door soliciting in the subdivision will be allowed and no advertising signs shall be posted on the Premises or in the Neighborhood. Advertising or flyers of any kind may not be posted or distributed in the Neighborhood or placed in or posted on mailboxes. Violating this policy will result in a $500 Lease Violation Fee billed each month until the business activity ceases or the eviction is processed and manager has possession of the property Washer/Dryer Rental Pictures of washers and dryers in the rental ad pictures do not mean they come with the home. We have a small inventory for rent. Delivery/installation and uninstall/removal are billed to the Tenant. See Hourly Rates.

Roommate (Move-In) Procedures Lease Requirement Each adult who spends more than 7 nights per lease term at the Property must apply, qualify, and sign a lease. Proof of income is not required when adding a roommate because the current tenant already met the income qualifications. Procedures TERMINOLOGY: The new roommate is referred to as "Applicant" and the current roommate is referred to as "Tenant". STEP 1: APPLY Applicant must apply for any property listed on our vacancies page and... In the comments section of the application, write in the address of the property (and apt #) you want to move into. STEP 2: BACKGROUND CHECK Our processor works part-time so please allow for 1-7 days for processing. The results are typically received in minutes but can take a week or two for out-of-state reports. Applicant & Tenant will get a text to notify if Approved or Denied. STEP 3: PAY PROCESSING FEE Once approved, the $25 Processing Fee will be added to your account. STEP 4: SIGN LEASE All Roommates must sign the new lease before the Applicant can move in. STEP 5: MOVE-IN There is no move-in inspection. Everyone, including the new roommate, will be collectively responsible for damages to the home/unit including damages that occurred before the new roommate moved in. Make a copy of the key for your new roommate at ACE, Home Depot, or Lowes. STEP 6: RENTERS INSURANCE The system will automatically bills a $19 No Insurance Fee once the Roommate is added since the new Roommate does not have insurance. If the new Roommate uploads evidence of insurance the same day the lease is signed, the No Insurance Fee will be reversed. If uploaded after the lease is signed, the fee will remain for this month but not be charged again until the month the policy expires. Read the details on the Renters Insurance tab above. FAQ How to I add a new roommate? New roommates must apply online and qualify like any other applicant for everything other than income requirements. How do they apply? Have them apply for any property listed on the vacancies page & write in the notes that they are applying to live with you. Will there be a Lease Processing call? No. The current resident is responsible for: Answering the new roommates questions about our systems & procedures Giving the new roommate the password to our website so they can learn the procedures. What if I don't get along with my roommate? Any conflicts between roommates must be solved by the roommates. Manager does not get involved in conflict resolution. If the residents can't work it out, then everyone must vacate. What does it cost to add or remove a roommate? There is a flat $25 processing fee per roommate change. How do you handle the Security Deposit? The Manager does not refund partial deposits. The roommates must negotiate security deposit between themselves. The deposit remains on file with the remaining tenants until all Tenants move out at once. When all roommates move out at once and the Security Deposit is refunded, it's split evenly between the Roommates that enter their direct deposit bank info in Appfolio. If you don't enter your bank info, you will not receive a portion of the refund. Can I be removed as a roommate if I'm the one who purchased the Renters Bond? No. If a renters bond was used in addition to or in place of the security deposit, the person that purchased the bond will not be allowed to be removed from the lease. One of the other roommates must pay a security deposit or purchase a bond before you can move. Can I add a roommate & then remove myself? Tenants who used their income to qualify are not eligible to be removed. In other words, you cannot find someone else to "take-over" the payments on your lease. If a financially responsible applicant needs to be replaced, a Mid-Lease Move-Out must be completed. The replacement applicant must apply, qualify, and get approved like anyone else looking to rent a home. What happens if I forget to add my new roommate? If the Manager discovers an unauthorized occupant in the property, that person has 24 hours to apply & be approved before a $100 daily Lease Violation Fee is charged to the current Tenant and the evictions will be filed for all occupants. What if the roommate I want was declined? Then they can't move in. You have to decide if you want a different roommate or want to move-out to you can be roommates with them. Who should my roommate call about the denial? We are not authorized to discuss the info on your credit report. If you have questions, please call... Appfolio Consumer Relations www.appfolio.com/consumer (866) 359-3630 Experian Consumer Assistance (800) 493-1058

Avoid this Stuff Procedures Not keeping up with the Tenant Checklist Keep up with the Tenant Checklist & repair damage so you don't have to pay us to do it. The home must be kept in Rent Ready condition at all times during the lease term. http://yourrentalhome.com/checklist Late Fees & Evictions Expenses Pay rent before the end of the 5th of the month to avoid the 10% Late Fee. Pay before the end of the 10th of the month to avoid the $400 Evictions Processing Fee. Pay before the 13th to avoid the attorney fees & court filing fees. More info Late Move-Out Fee Holdover Term is the period of time (in days) after a lease expires, when the home is not ready for showing or move-in because the exiting tenant failed to vacate and/or complete items on the Tenant Checklist . In this case, the exiting tenant is responsible for paying each of the following, for each day until the home is Move-In Ready: $100 Late Move-Out Fee Prorated rent Prorated Utilities For more info, check the LATE & EVICTIONS tab at the top of this page. No Insurance Fee Upload your renters insurance renewal policy declarations page before your policy expires to avoid the $19 No Insurance Fee. Our Processor texts reminders weekly during 30 days before expiration so there are no surprises. For Renters Insurance Procedures, click the RENTERS INSURANCE tab at the top of this page. NSF Fee Before making a payment in appfolio, confirm you have enough money in your account and confirm your bank account / routing numbers are correct. There's a $30 fee for any returned payments, for either cause. Unsigned Lease Renewal Fee We can't process business effectively when tenants fail to sign the renewal or submitting a Move-Out Notice. We send Lease Renewals 3 months before the lease expires. Sign the renewal or submit a move-out notice at least 2 months before lease expiration to avoid the $100 Unsigned Lease Renewal Fee. Lease Renewal Procedures - click the tab above for more info Move-Out Procedures - click the tab above for more info Utilities Disconnected During Lease Term Keep utilities active for your entire lease term + any time after the lease if we need to complete your Tenant Checklist or repairs to avoid paying: $100 Lease Violation Fee $20 Billing Fee per bill Hourly rates if someone must meet the utility company to reactivate. Warnings & Citations from City/County/HOA Tenants are responsible for landscaping at the property. The city and/or HOA will fine you if you don't. If we get a notice of violation, we bill a $100 Lease Violation Fee. If you don't mow it, we'll send the landscaper , bill the cost to your account, & file the eviction .

Move-Out Process Step-by-Step Process STEP 1: Complete the Maintenance Checklist As a reminder, the Maintenance Checklist represents the "standard of quality" we promised both to you and to the next tenant. The home met that standard when you first received the keys, and when you return the keys, the home should meet that same standard. If you’ve kept up with the Maintenance Checklist each Spring and Fall, as we recommend, you shouldn’t have much to do at this point. However, if you haven’t, you still have nearly two months to catch up on any missed tasks. Please don’t hesitate to reach out if you have any questions or need assistance with the checklist. Tips for Success: Don’t wait until the home is empty to start the work. Complete as much as possible before the home is vacant. Once the home is vacant, plan to finish any remaining tasks that couldn’t be completed while your personal belongings were still in the house. Ensure the entire checklist is completed. If any tasks are missed, our maintenance technician will need to complete them, and the associated costs will automatically be billed to your account. Completing the checklist will help ensure a smooth transition for both you and the new tenant. Thank you for your attention to this, and we appreciate your efforts in keeping the property in great condition. STEP 2: Setup eCheck for the Security Deposit Refund Sign into AppFolio and setup eCheck. It's free, fast, & secure. https://yourrentalhome.appfolio.com/connect/users/sign_in STEP 3: Rent-Ready Call 1-2 weeks before your move-out, our Coordinator will give you a call, or you can reach out to us, to discuss your progress on the checklist, answer any questions, and provide helpful advice. Our goal is to help you receive a 100% refund of your security deposit, and we’re happy to give you advise, or even dispatch a handyman if needed. Standard hourly rates apply. STEP 4: Move-Out Inspection One of our Maintenance Techs will verify that the Maintenance Checklist has been completed and the home is "Move-In Ready" for the next tenant, who likely plans to move in the following day. If our Maintenance Technician or the next tenant identifies any incomplete items on your checklist, the cost to make repairs or cleaning will be billed to your account. STEP 5: Bookkeeping Any expenses billed to your account will be itemized on your Account Ledger for your reference. If you have any questions about the expenses related to an incomplete Maintenance Checklist , please call our office and select the option for Move-Out assistance. If your balance exceeds the amount of your security deposit (or renters bond), you will have seven days to pay the remaining balance in full. On the 7th day at midnight, your account will be submitted to Hunter Warfield Collections. Things to avoid during a move out Holdover Expenses If you fail to move out, complete items on your checklist, or repair any damage that causes a delay in the next tenant's move-in or self-guided tours, you will be billed for the following expenses: $100 Late Move-Out Fee Prorated rent Prorated utilities Plus the cost of the work: Labor Material Contractor rates vary but are commonly $125/hour + markup . Security deposit The manager is not responsible if incorrect bank account information is entered by the tenant. We cannot assist in collecting funds deposited into incorrect account. It typically takes about one week for funds to arrive in your bank account, but this may take longer during holidays. If you do not receive your deposit within 10 days of the transaction date listed on your account ledger: Submit a transaction review . We will email Appfolio to get the "Trace Number". Your bank can use that number to research the payment. Manager has no access to bank info and cannot provide further assistance. AppFolio's response is time varies. Plan on 3-5 business, at best. Holdover Term The Holdover Term refers to the period (in days) after your lease expires when the new tenant is unable to move in due to the following reasons: Failure to vacate before 10:00 AM on the last day of your lease term. Failure to complete tasks on the Maintenance Checklist or repair damage, which results in the need to dispatch an emergency technician. During the Holdover Term, the exiting tenant is responsible for the following charges: Prorated rent, $100 Late Move-Out Fee per day, Labor and materials required to complete any outstanding tasks Early utility turn-off and subsequent property damage Please remember do not turn off utilities until 12:01 AM the day after your lease expires. If we still need to complete items on your Maintenance Checklist or make repairs, please keep utilities on until the Coordinator notifies you that the work has been completed. Failure to comply with this can result in the following charges: $100 Lease Violation Fee Cost of utility bill (or prorated, if applicable) $20 Billing Fee per utility bill Property Damage Risks: Turning off utilities prematurely can lead to significant damage to the property, including: Freezer Defrosting: When the freezer thaws, water can leak onto the floor, potentially ruining hardwood or Pergo flooring in just a few hours. Repairs could cost thousands. Freezing Pipes: Without heat during winter, pipes may freeze and burst, leading to flooding and serious damage to cabinets, flooring, and more. Repair costs can range from $10,000 to $30,000. Humidity Issues: During the summer, the AC functions as a dehumidifier. Without it, humidity levels rise, creating conditions for mold growth, known as a "Humidity Bloom." This occurs when indoor humidity exceeds 60% for over 72 hours, leading to mold growth in the living space. You will be held responsible for the cost of repairs related to any property damage caused by turning off utilities prematurely. Frequently Asked Questions Can I use my security deposit for last months rent? No, the security deposit is reserved specifically to cover any unfinished tasks on the Maintenance Checklist or unrepaired damage. If rent is not paid during your last month, Late Fees and Eviction Fees will apply, and an eviction will be filed if necessary. What if only one of the tenants on the lease wants to move? If only one tenant on the lease needs to move, please submit the Roommate Removal Request Form using the link below: Roommate (Removal) What if I change my mind and don't want to move? You can cancel your Move-Out request any time before the lease is delivered to a new tenant for signing. Once the new tenant has signed the lease, the move-out is final and cannot be canceled. If you decide to stay after that, you would be subject to eviction since the new tenant has rights to the home. Cancel a Move-Out

Airbnb Quality Control Communicating Successfully You are the sole point of contact for guests. Be proactive—confirm guests have check-in details, directions, and instructions. Respond promptly to messages. Use inclusive language to welcome all guests. Utilize the Airbnb app, quick replies, and scheduled messages for efficiency. Send check-in instructions at least 24 hours in advance, especially for guests with accessibility needs. Committing to Reservations Do not cancel confirmed reservations. If unavoidable, cancel as early as possible and notify Airbnb for assistance. Delighting Your Guests Under-promise and over-deliver to exceed guest expectations. Use realistic photos—avoid ultra-wide angles or excessive editing. Regularly maintain the space to ensure all amenities are functional. Add small extras, like a welcome note or complimentary snacks. Ensuring a Clean Space A clean space is crucial for five-star reviews. Thoroughly clean all areas between each guest’s stay. Pay special attention to details like dusting, removing hair, and sanitizing surfaces. Run through the cleaning process yourself if hiring a cleaner. Cleaning Strategy Tips: Start laundry early to allow time for multiple loads. Sanitize high-touch surfaces (remotes, doorknobs). Refresh beds, towels, and decorative elements. Open windows while cleaning to freshen the air. Sweep and mop floors last to collect dust and debris. Cleaning Checklist: Dust and clean all surfaces. Vacuum, sweep, and mop floors. Remove pests, cobwebs, mold, and stains. Use fresh, stain-free linens and towels. Sanitize all bathrooms. Refill all soaps and toiletries. Store personal items out of sight. Clean and put away dishes and cookware. Ensure appliances are clean and functional. Remove all trash. Maintain a fresh, clean smell. Offering a 5-Star Stay Great reviews drive bookings. Address low ratings by enhancing the guest experience. Setting Expectations Provide a complete, honest description of your listing. Include high-quality photos with clear captions. Highlight unique features and potential quirks (e.g., street noise, creaky floors). Avoid using ultra-wide angles or over-editing photos. Setting Realistic Expectations Be transparent about drawbacks, such as bright morning light or nearby construction. Ensure listing details accurately reflect the property. Accurately list the number of rooms and bathrooms. Do not exaggerate amenities or distances to attractions. Welcoming Guests Cleanliness is key—your space must be spotless. Small touches enhance the experience (e.g., welcome note, cozy blankets). Ensure all amenities are available and functional. Provide essential kitchen items if applicable.

Reminder to Sign Reminder to Sign Your Lease Renewal Lease Renewal (Unsigned) One or more tenants in your property have not yet signed the lease renewal. Please sign into AppFolio and click VIEW in the "Your Renewal Offer" section at the top of the Home Page. Deadline to sign: To keep our system flowing efficiently, we must have a deadline which is 2 months before the lease expiration. If unsigned, a $100 Unsigned Lease Renewal Fee will be billed to your account. If you do not plan to renew, submit a Move-Out Notice under the Request Form Library: www.YourRentalHome.com/tenant-request Thanks for helping keep our systems flowing. If you have any questions, give us a call. Best regards, YourRentalHome.com

Utilities Procedures During Move-In Turn on utilities the day before your lease begins, even if you Move-In isn't scheduled that day. Our Coordinator is not allowed to do a Move-In if the utilities have not been scheduled to be turn on. If the utility company requires a copy of your lease, you can download a PDF in in Appfolio. Click PROPERTY DETAILS tab. Then in the Leases section, click DOWNLOAD PDF. If you forget to activate before your lease begins, it's not a big deal. When our bookkeeper receives utility bills, they prorate the bill between the new/old tenants or between the new tenant/landlord based upon the lease term. This makes it fair for everyone and removes some of the coordination and pressure. A $20 Billing Fee is charged for each bill charged to your account. Pilot Lights For safety reasons: Tenants are responsible for calling the gas company have them light pilot lights. They do a quick safety check before lighting. Tenant is responsible for notifying Manager if the gas company finds a safety issue. WARNING - Do not turn off utilities until the day after the lease expires LEASE VIOLATION $100 Lease Violation Fee + Cost of the utilities + $20 Billing Fee is per bill. PROPERTY DAMAGE Bad things happen when utilities are off: FREEZER DEFROST : Melting ice leaks onto the floor. This can ruin hardwood and Pergo in just a few hours. The repairs can cost thousands. FREEZING PIPES : Without heat in the winter, pipes will freeze and burst. This can flood the home and ruin cabinets, flooring, etc. Repairs can be $10k to $30k. We've seen it happen. HUMIDITY : The AC is a dehumidifier. Without the AC, mold will start growing in just a few days. This is called a "Humidity Bloom", a sudden growth of mold within a living space due to the elevation of indoor relative humidity at or above 60 percent relative humidity for a period of time greater than 72 hours. It doesn't just grown on the surfaces. At this level, moisture enters the building products like drywall & cabinets. The only cure is to remove & replace. You will be responsible for the cost to repair all damage associated with the lack of utilities.

Rent Collection Explained Notify Owner I got a text. What's up? At the time this link was texted, the tenant has not paid in full, so the eviction procedure were initiated. Will they actually be evicted? Most tenants pay before the court date and the case dropped. This entire process takes a couple months, so we are prompt to file when there's a delinquency. Do I need to get involved? Not yet. This is just an FYI. We send this early because we might not collect rent for a while. The only thing you need to do is watch your Owner Statement and login to make an Owner Contribution if your Statement has a negative balance. Remember, that Management Plan Fees and all other expenses are still due during an eviction. What does an Eviction cost & who pays? The fees are broken down at the bottom of this page. Everything associated with the eviction is tenant billed. Like all tenant billed expenses, they are initially billed to the property and then reimbursed if we recover funds from the tenant. Can we use the security deposit to pay for this? The security deposit will ultimately be used to cover expenses but not until the move-out has been processed. Move-Outs are finalized after we get possession and create all bills for maintenance, repairs, and fees. 1st of the month: Rent Due Rent is due on the 1st of the month for all tenants, regardless of when their lease begins. The following Monday: Court Filing The attorney will soon file documents at the court. They take several weeks to bill us for the court fees but they are payable once the documents are filed, even if the case is dropped. 5th at midnight: Late Fees 10% Late Fee is applied to all unpaid balances on the 5th of the month at midnight. Late fees are non-refundable and retained by Manager. Are deducted from the security deposit if unpaid pay tenant. 10th at midnight: Eviction Processing The Eviction Process is initialed at midnight on the 10th of the month. A $300 Eviction Processing Fee is billed to the property and will be credited to the property if the tenant pays. 14th: Attorney Retained If unpaid by the 13th at midnight, the system forwards the case to the Eviction Attorney. Attorney Fee is billed to the property and will be credited to the property if the tenant pays. 1-2 months: Court Date JUDGEMENT TYPE There are two types of judgements: If we are able to serve the individual, we have the option to go after a financial judgement. If not, we can only get judgement for possession. The collections company rarely recovers funds from a tenant so a financial judgement probably will not help. In our experience, it's best to just get them out as fast as possible. A financial judgement can take a month or two longer for the trial. When we only file for a judgement of possession, they are typically awarded on the first court appearance, unless we allow the tenant a little more time to pay. If the tenant is served, we will automatically go for the financial judgement unless you submit a Request Form to tell approve a possession judgement only. PAID OR NOT BY COURT DATE If paid in full by the court date, the case will be "non-suited" & the tenant will not be required to vacate. If unpaid by the court date, the attorney will appear in court on our behalf. If uncontested or if we only go after possession of the property, we will be awarded possession of the property. If the tenant contests, we may go after possession only and postpone the financial judgement for a later date. 1-2 more months: Trial for a financial judgement If the tenant contests the financial portion, a trial date will be set for the next available date. That's typically a few weeks but can be longer based on the case load and especially during the holiday season when the judges take time off. Trial Appearance Fee We will appear in court for the trial and the $500 Trial Fee will be billed to the property. Attorney Continuance Fee If we give the tenant more time to pay and the court date is rescheduled, the attorney charges another fee for the "continuance": Madison County: $50 per Gibson County: $100 per 1-2 weeks: Writ of Possession If the tenant has not vacated within 10 days of the judgement date, the attorney will file for a writ of possession. That takes about a week to receive. It then allows us to appear at the property with the sheriff and: Physically remove the tenant and, Have laborers more the tenants personal belongings to the front lawn, where they will remain for 72 hours before being hauled off to the dumps.

Owner Notice Turnover Notice Silver CURRENT PLAN: Silver Why upgrade to Gold? You'll get Market Conditions Reports . Gold includes 2 months of Paid Advertising. The market is changing & it's taking longer to fill vacancies. Compare & upgrade plans: www.YourRentalHome.com/plans Turnover System: Read the details

Ownership Change Procedures What to do if you sell or transfer a property to an entity If the tax ID has changed, we will need to create a new account in appfolio to as this affects the 1099. Follow these steps... STEP 1: Sign a new W9 We created a DocuSign power form so it's on demand: www.YourRentalHome.com/w9 STEP 2: Sign new management agreement Once we get the info from Steps 1, we will email you a new management agreement to sign. How to sign can be found on the MANAGEMENT RENEWAL tab. STEP 3: Upload new proof of insurance Notify your insurance agent of the change in tax payor ID. Most insurance companies will want to cancel/rewrite the policies. Upload a certificate of insurance listing us as Additional Insured. NOTE: There is a $100 increase in cost for having us manage an "Uninsured Property". FAQ - Tax Payor Change Can't you just change the tax payor name? If you filed a name change with the secretary of state and kept the same tax payor ID...yes. If your tax payor ID changed, then we need a new account in appfolio. Why go through the work? The 1099 must match Will I get two 1099's this year? That depends on the effective date on your request form. If you enter 1/1, we can have a fresh start. What if I changed entities earlier this year and forgot to let you know? That's no problem. We're happy to backdate to 1/1 as long as you submit the request to change tax payors prior to 11/30. What if I changed tax payors last year or before? Then you'll need to pay for time with our bookkeeper & management consultant to coordinate all this. It will not be cost effective. You'll want to just chose 1/1 of this year. Can I date the change for the future? Of course. We can set it up to change effective the first of next year. How do I inform you of that date? There's a field on the Request Form below. Is there a cost to change entities? There's no cost for the first change for any property. There's a $300 fee for second and subsiquent changes.

Pet Policy Procedures Guest Pets Tenants are responsible for all pets that visit the property, regardless of how long the pet is present. The tenant must submit a request to add the pet before allowing it on the property, including the front yard. Otherwise, it is a violation of the lease. Request Forms Pet Addition Pet Removal General rules about pets Manager approval is required for all pets including mammals, reptiles, birds, fish, insects, arachnids, etc. before occupancy. Approval is at the discretion of the Manager. Residents are responsible to inform the Manager of any change in pets prior to occupancy. Pet Rent will be amended if the pet is approved. Any damage to the Premises caused by a pet or any aquarium leak must be immediately repaired, cleaned and/or replaced at Resident’s expense including but not limited to damaged flooring, doors, trim, windows blinds, cabinets, etc. Pets must be at least 1 year old & house-broken Must protect home & especially carpet from odor, infestation, and stains. Have carpet professionally cleaned annually. Must change air filters monthly or every other week if required by manager. Dogs and cats must be house-broken and capable of using a Dog-door / Cat-door. Dogs must be crated during maintenance if Tenant is not home to monitor the dog. Puppy pads are not allowed as a standard means of pet waste control. Cats and dogs must be neutered / spayed and vaccinated. Aquariums with a capacity of greater than 10 (ten) gallons are prohibited. The breeding of animals is prohibited. Reports of excessive animal noise such as barking dogs or loud cats, birds, etc. will be grounds for the Manager’s withdrawal of permission and pets will need to vacate immediately. Pet owners must ensure the proper disposal of a deceased animal according to local regulations. Burial of deceased pet on the property grounds is strictly prohibited. When outdoors, all pets must be on a leash and under control of mature and responsible individuals, unless the dog is the fenced backyard. Pets may not be tethered or left unattended outside at any time, other than in the fenced backyard. The Resident agrees to clean and properly dispose of all pet waste daily, both inside and outside the dwelling. The Resident agrees not to leave food or water for their pet or any other animal outside their dwelling where it may attract other animals. Pet Rent Pet rent applies to all properties that allow dogs & cats. A $5 Billing Fee is added per bill for pet rent. If allowed, cats of all sizes are $49 per month. Pet Rent for dogs is based on weight and starts at $29 for a dog under 30 pounds and increases $10 for each 10 pound range. Pet Rent does not apply for rodents, amphibians, reptiles, birds, or fish. Pet rent will be added mid-lease if pets are acquired mid-lease. Prohibited Dog Breeds The following are not allowed in any of our rentals at any time, whether owned or brought by a guest. Akita Alaskan Malamute American Bully American Staffordshire Terrier Cane Corso Chow Chow Dobermann Husky Mastiff Pit bull Rottweiler Wolfdog Any mixed breed dog that contains any amount of these breeds Dangerous Animals Poisonous species Exotic animals, farm animals, or livestock Dangerous animals Any pet with a bite history Any pet that has been declined for insurance coverage for any reason Lease Violation Allowing one of the above on the property is a Lease Violation. If Manager discovers any of the above on the property an eviction will be started and lease violation fees will be charged to the tenant. Unauthorized Pets If the property owner does not allow pets on their property, and you or your guest violate that rule, that pet will be considered an Unauthorized Pet. If we find an Unauthorized Pet on the property, an eviction will be filed. Undisclosed Pets If the property allows pets (Type & breed) but you fail to get the pet approved & added, then that's an "Undisclosed Pet". A $100 lease violation will be charged and the pet will be added. Aquariums Aquariums under 10 gallons are allowed. Aquariums over 10 gallons must be approved. Use this request form to get an aquarium pre-approved before moving it into your home: Aquarium Approval Request

Owner Notice Turnover Notice Bronze CURENT PLAN: Bronze Why upgrade to Silver? The Bronze Plan includes unlimited advertising on our website but it does not include Paid Advertising. That's because advertising costs us almost $75 a month. Upgrading to Silver will get your property listed on zillow & three dozen other websites. Why upgrade to Gold? You'll get Market Conditions Reports . Gold includes 2 months of Paid Advertising. The market is changing & it's taking longer to fill vacancies. Compare & upgrade plans: www.YourRentalHome.com/plans Turnover System: Read the details