Payments & Refund Policy

1. Subscription Fees

1.1 Premium Plans

Landlords may subscribe to Premium plans for enhanced features. Subscription fees are charged monthly or annually as selected.

• Basic Plan: Free (up to 3 listings)
• Premium Plan: KES 2,000/month (unlimited listings, featured placement)
• Enterprise Plan: Custom pricing (contact sales)

1.2 Payment Methods

We accept the following payment methods:

• M-Pesa: Mobile money payments via M-Pesa
• Bank Transfer: Direct bank transfers to our account
• Credit/Debit Cards: Visa, Mastercard, and other major cards
• Mobile Banking: Bank mobile apps (e.g., Equity, KCB, Co-operative Bank)

2. Payment Processing

2.1 Payment Security

All payments are processed through secure, PCI-DSS compliant payment gateways. We do not store your full payment card details on our servers.

2.2 Payment Confirmation

Upon successful payment, you will receive:

• Email confirmation with payment receipt
• SMS confirmation (if phone number provided)
• Updated account status reflecting Premium features

2.3 Failed Payments

If a payment fails:

• You will be notified via email
• Your account will remain on the Basic plan until payment is successful
• You can retry payment or contact support for assistance

3. Billing Cycle

3.1 Monthly Subscriptions

Monthly subscriptions are billed on the same date each month. For example, if you subscribe on January 15th, you will be billed on the 15th of each subsequent month.

3.2 Annual Subscriptions

Annual subscriptions are billed once per year on the anniversary of your subscription date.

3.3 Auto-Renewal

Subscriptions automatically renew at the end of each billing period unless cancelled. You can disable auto-renewal in your account settings.

4. Refund Policy

4.1 Refund Eligibility

Refunds may be available in the following circumstances:

• Service Unavailability: If our Service is unavailable for more than 48 consecutive hours due to our fault
• Duplicate Payment: If you are charged twice for the same subscription
• Unauthorized Payment: If your payment method was used without authorization
• Technical Errors: If a technical error results in incorrect charges

4.2 Non-Refundable Items

The following are generally non-refundable:

• Subscription fees for services already used
• Payments for completed billing periods
• Change of mind or dissatisfaction with features
• Account termination due to policy violations

4.3 Refund Process

To request a refund:

1. Contact us at billing@254rent.com within 30 days of the charge
2. Provide your account details and reason for refund
3. We will review your request within 5 business days
4. If approved, refunds will be processed within 10 business days
5. Refunds will be issued to the original payment method

5. Cancellation

5.1 Cancelling Subscription

You can cancel your subscription at any time:

• Through your account settings
• By contacting us at billing@254rent.com
• By calling our support line

5.2 Effect of Cancellation

When you cancel:

• Your subscription will remain active until the end of the current billing period
• You will retain Premium features until the period ends
• Auto-renewal will be disabled
• No further charges will be made

Note: Cancellation does not entitle you to a refund for the current billing period.

6. Price Changes

We reserve the right to modify subscription prices at any time. Price changes will:

• Be communicated via email at least 30 days in advance
• Apply to new subscriptions immediately
• Apply to existing subscriptions at the next renewal date
• Not affect your current billing period

7. Disputes and Chargebacks

If you dispute a charge:

• Contact us first at billing@254rent.com before initiating a chargeback
• We will work with you to resolve the issue
• Unresolved disputes may result in account suspension
• Fraudulent chargebacks may result in permanent account termination

8. Taxes

All prices are stated in Kenyan Shillings (KES) and are exclusive of applicable taxes. You are responsible for any taxes, duties, or fees imposed by your jurisdiction.

9. Contact Us

For payment or refund inquiries, please contact us:

• Email: billing@254rent.com
• Phone: +254 703 922 274
• Hours: Monday - Friday, 8:00 AM - 6:00 PM EAT