Refund & Cancellation Policy

Cancellation means stopping a viewing request, application, listing or transaction so that it does not go further.

A refund means returning money that has already been paid and confirmed. Cancelling something does not by itself mean money will be returned.

Tenants may withdraw a viewing request or application before payment. Landlords may withdraw a listing before a tenant's payment is confirmed. Because no money has been paid through Rentwell at this stage, no refund is involved.

If a payment is not confirmed (for example a declined card or a bank transfer that cannot be matched), no rental is created. If money left your account but the payment was not confirmed, contact us with your payment reference so we can investigate with the payment provider or bank.

Making a payment does not automatically create a right to a refund. A refund is due only where the applicable transaction terms or Nigerian law provide for one.

Refund eligibility depends on the transaction, the stage it has reached (for example whether the tenancy has started or funds have been passed to the landlord), the applicable Rentwell terms and applicable Nigerian law. Each request is reviewed individually; Rentwell does not issue automatic refunds.

Where any fee for a transaction is non-refundable, this will be disclosed before you pay.

Rentwell is designed to block more than one payment for the same application. If you believe you have been charged twice, contact us with both payment references so it can be investigated.

Use the support or complaint option in your dashboard, or contact sonofrose2021@gmail.com or by post to No. 1 Opp. Marian Market, Calabar Municipality, Cross River State, Nigeria, with your payment reference (if any) and the reason. Requests are recorded against your account, and we will tell you the outcome and the reasons for it.

Nothing in this policy limits any right you have under Nigerian law, including the Federal Competition and Consumer Protection Act 2018.