Refund Policy

01Full refund situations

• The landlord or seller withdraws, or the property becomes unavailable before handover.
• The property is materially different from the listing and a dispute is upheld.
• Verification fails on the landlord's or seller's side after the tenant or buyer has funded escrow.
• Title verification on a purchase reveals a defective, disputed or encumbered title before funds are released.
• A duplicate, fake or fraudulent listing is confirmed.

02Partial refunds

• Caution fee returned less an upheld, itemised landlord claim for damage beyond fair wear and tear.
• Pro-rated rent where a tenancy is lawfully terminated early and both parties agree the settlement in the app.
• Service charge refunded for the unused portion of a period, where the landlord confirms the amount.

03Non-refundable items

• The 1% liquidation fee on completed card transactions.
• Title and document verification fees once the search has been commissioned with the licensed verification body.
• Third-party bank, switch or card network charges already incurred.
• Rent already released to a landlord, or purchase funds already released to a seller, after the dispute window closed with no dispute raised.

04Refund timelines

• Wallet credit: immediate once the refund is approved.
• Withdrawal to a verified Nigerian bank account: 1–3 business days.
• Refunds following a resolved dispute: within 5 business days of the written decision.
• Caution fee returns at tenancy end: within 10 business days.

05How to request a refund

Open the transaction in the Rentilly app, tap Raise a Dispute or Request Refund, and attach supporting evidence. You will receive an acknowledgement immediately and a written decision within 10 business days.

06Chargebacks and failed transactions

Failed debits that leave your bank account are reversed automatically by the payment processor, usually within 24 hours and no later than the CBN-prescribed reversal window for electronic payment disputes. If it takes longer, raise it through Contact Us with the transaction reference.

07If you disagree with a decision

You may escalate to mediation and thereafter to arbitration under the Arbitration and Mediation Act 2023, seated in Lagos. Nothing here removes your rights under the Federal Competition and Consumer Protection Act 2018 or your right to complain to the Central Bank of Nigeria Consumer Protection Department.