This policy explains what happens to money you pay on HomeLands when something does not go ahead. It covers all four payments you can make on the platform, and it forms part of our Terms of Service. All payments are processed by Paystack, and refunds are returned to the card or account you paid from.
Viewing fee
You pay a small fixed viewing fee when you book a property tour. The exact amount is shown to you before you pay.
We refund it in full, automatically, when:
- The owner declines your booking request.
- The owner cancels a booking they had already confirmed.
- The viewing does not take place. If a confirmed viewing passes without going ahead, we refund the fee automatically within 24 hours of the scheduled end time. You do not need to ask.
We do not refund it when: you cancel the booking yourself. The fee compensates the owner for holding the slot and for their time, so once you cancel it is not returned. If you cannot make a viewing, reschedule instead of cancelling wherever possible.
Automatic refunds are sent to Paystack the moment they are triggered, and you receive a notification in the app. Your bank typically takes 5 to 10 business days to place the money back on your card or in your account. That timing is set by your bank, not by us.
Due diligence reports
Unlocking a listing's legal search reports is a one-off fee that gives you immediate access to work our legal team has already carried out. Because access is granted the moment the payment clears, this fee is not refundable once the reports have been unlocked.
If your payment succeeded but the reports did not unlock, or the documents released to you were incomplete, contact support and we will either fix the access or refund you in full.
Featured listings
A featured listing boost runs for a fixed number of days from the moment it goes live. It is not refundable once it has started, because the promotion is being delivered. If a boost is paid for but never runs, or if we remove the listing during the boost period for a reason that is not your fault, contact support and we will refund the unused portion, calculated as the fee divided by the number of days in the boost, multiplied by the number of full days not delivered.
Property payments
A property payment is the payment you make for the property itself, after you have inspected it in person and agreed terms with the owner. It works differently from the fees above, and it is important that you understand this before you pay.
- Only pay once you have physically inspected the property and settled terms with the owner. Do not pay to reserve a property you have not seen.
- When your payment clears, our commission is deducted and the balance is transferred to the owner's verified bank account immediately and automatically. HomeLands does not hold the money and does not operate an escrow service.
- Because the funds reach the owner straight away, HomeLands cannot unilaterally reverse a property payment or compel an owner to return it. A refund at that stage is a matter between you and the owner, unless the case falls under the paragraph below.
If something has gone wrong, contact us immediately at [email protected]. If the payout to the owner has not yet completed when you reach us, we will hold it and return your money in full while we investigate. If it has completed, we will open a dispute, use the identity and bank records we hold on the owner to pursue recovery on your behalf, suspend the account and remove the listings while we investigate, refund our own commission in full where the transaction was not genuine, and report the matter to the appropriate authorities. What we can do depends on the facts, and we will tell you honestly what is realistic rather than what you would prefer to hear.
How to request a refund
Most refunds happen automatically and need no action from you. For everything else, email [email protected] from the email address on your account and include the booking or listing reference, the amount, the date of the payment, and what went wrong. We acknowledge within 2 business days and aim to decide within 10 business days. Where we need information from the other party, we will tell you and keep you updated. If we decline a refund, we will explain why.
How refunds are paid
Refunds are returned to the card or account the payment came from. We cannot redirect a refund to a different card, account, or person. If the original card has expired or the account has been closed, your bank normally still applies the refund to the underlying account, but if it cannot, contact your bank first and then us so we can provide the transaction reference they will ask for.
Chargebacks
If you believe a payment was taken in error, please contact us before raising a chargeback with your bank. We can usually resolve it faster directly, and a chargeback raised while a refund is already in flight can delay your money rather than speed it up. Where a chargeback is raised, we cooperate fully with Paystack and your bank and provide the transaction records we hold.
Your legal rights
Nothing in this policy limits the rights you have under Nigerian law, including under the Federal Competition and Consumer Protection Act. If this policy and your legal rights ever conflict, your legal rights prevail.
Contact us
This policy is operated by HomeLands Sourcing Nigeria Limited, 3B Obudu Street, Off Udi Hills, Aso Drive, Abuja, FCT, Nigeria. Questions about it can be sent to [email protected]. See also our Terms of Service, Acceptable Use Policy, and Help and Support.