Refund Policy

1. Overview

Ojjo Real Estate offers various services including property bookings, subscriptions, and premium features. Our refund policy varies depending on the type of service and the circumstances of your refund request.

General Principles:

• Refunds are processed in the same currency and payment method used for the original transaction
• Processing time varies by payment method and financial institution
• Refund eligibility depends on the specific service and timing of the request
• All refund requests are reviewed on a case-by-case basis

2. Property Bookings

2.1 Standard Cancellation Policy

For property bookings, refund eligibility depends on when you cancel:

• 24+ hours before check-in: 100% refund minus processing fees
• 12-24 hours before check-in: 50% refund
• Less than 12 hours before check-in: No refund
• No-show: No refund

2.2 Flexible Cancellation Policy

Some properties offer flexible cancellation terms:

• Up to 48 hours before check-in: 100% refund
• 24-48 hours before check-in: 75% refund
• Less than 24 hours: 25% refund

2.3 Strict Cancellation Policy

Some properties have stricter cancellation terms:

• 7+ days before check-in: 50% refund
• Less than 7 days: No refund
• Special events/peak seasons: No refund

2.4 Force Majeure

In cases of extraordinary circumstances beyond anyone's control, we may offer full refunds:

• Natural disasters affecting the property area
• Government travel restrictions or lockdowns
• Property unavailability due to emergency repairs
• Health emergencies affecting travel

3. Subscription Services

3.1 Monthly Subscriptions

• Within 7 days of purchase: Full refund available
• After 7 days: No refund, cancellation takes effect at next billing cycle
• Unused portion: No pro-rated refunds
• Downgrade: Credit applied to next billing cycle

3.2 Annual Subscriptions

• Within 30 days of purchase: Full refund minus usage fees
• After 30 days: Pro-rated refund based on unused months
• Early termination: Subject to early termination fees
• Upgrade mid-term: Credit difference for remaining period

3.3 Premium Features

• Featured listings: Refund if listing not activated within 24 hours
• Property promotion: Partial refund based on remaining duration
• Analytics access: No refund after data access
• Additional listings: Refund for unused listing slots

4. Payment Method Specific Policies

4.1 Mobile Money (M-Pesa, MTN, Airtel)

• Processing time: 1-3 business days
• Fees: Original transaction fees are non-refundable
• Requirements: Original phone number must be active
• Limits: Subject to mobile money provider limits

4.2 Bank Transfer

• Processing time: 3-7 business days
• Fees: Bank charges may apply
• Requirements: Valid bank account details required
• International: Additional processing time for cross-border transfers

4.3 PayPal

• Processing time: 1-3 business days
• Fees: PayPal fees are non-refundable
• Requirements: Active PayPal account
• Currency: Refunded in original transaction currency

4.4 PesaPal

• Processing time: 5-10 business days
• Approval: Subject to merchant approval process
• Limitations: Full refunds only, no partial refunds for card payments
• Mobile payments: Full refunds only

4.5 Wise (TransferWise)

• Processing time: 1-4 business days
• Fees: Original conversion fees are non-refundable
• Currency: Refunded at current exchange rates
• Requirements: Valid Wise account or bank details

5. Refund Process

5.1 How to Request a Refund

1. Login to your account and navigate to your bookings or subscriptions
2. Click "Request Refund" on the eligible transaction
3. Provide reason for the refund request
4. Submit supporting documents if required
5. Wait for review - we'll respond within 2-3 business days

5.2 Required Information

When requesting a refund, please provide:

• Transaction ID or booking reference number
• Date of original transaction
• Reason for refund request
• Supporting documentation (if applicable)
• Preferred refund method

5.3 Review Process

• Initial review: 24-48 hours
• Documentation verification: 1-2 business days
• Approval/denial notification: Email confirmation sent
• Processing: 1-10 business days depending on payment method

6. Non-Refundable Items

The following items are generally not eligible for refunds:

6.1 Service Fees

• Platform service fees
• Payment processing fees
• Currency conversion fees
• Transaction fees

6.2 Used Services

• Completed property tours
• Downloaded reports or analytics
• Consumed communication credits
• Used promotional features

6.3 Violations

• Accounts terminated for policy violations
• Fraudulent transactions
• Chargebacks or disputed payments
• Abuse of refund policy

7. Special Circumstances

7.1 Property Issues

If you experience issues with a booked property:

• Safety concerns: Immediate full refund
• Misrepresentation: Full refund if property doesn't match listing
• Cleanliness issues: Partial refund based on severity
• Amenity unavailability: Partial refund for missing amenities

7.2 Technical Issues

• Payment errors: Full refund of duplicate charges
• System failures: Refund if service not delivered due to technical issues
• App malfunctions: Compensation for losses due to app errors

7.3 Customer Service

• Poor service experience: Case-by-case evaluation
• Communication failures: Compensation for service disruptions
• Resolution delays: Additional credits or refunds may apply

8. Dispute Resolution

8.1 Internal Dispute Process

1. Contact customer support with your concern
2. Escalation to supervisor if not resolved
3. Management review for complex cases
4. Final decision communicated in writing

8.2 External Mediation

If you're not satisfied with our internal resolution:

• Consumer protection agencies in Uganda/Kenya
• Payment provider dispute mechanisms
• Independent mediation services
• Legal action as a last resort

9. Refund Abuse Prevention

To maintain fair service for all users, we monitor for refund abuse:

9.1 Patterns We Monitor

• Excessive refund requests
• Last-minute cancellations repeatedly
• Fraudulent documentation
• Chargeback abuse

9.2 Consequences

• Additional verification requirements
• Restricted refund eligibility
• Account suspension or termination
• Legal action for fraud

10. International Considerations

10.1 Currency Exchange

• Refunds processed in original transaction currency
• Exchange rate fluctuations may affect refund amounts
• Currency conversion fees are non-refundable
• Multi-currency bookings refunded proportionally

10.2 Cross-Border Transactions

• Additional processing time for international refunds
• Compliance with local financial regulations
• Potential additional fees from correspondent banks
• Tax implications may vary by country

11. Contact Information

For refund requests or questions about this policy, please contact us:

12. Policy Updates

This Refund Policy may be updated to reflect:

• Changes in payment processor policies
• New service offerings
• Legal and regulatory requirements
• User feedback and business needs

We will notify users of significant changes through:

• Email notifications to registered users
• Website announcements
• In-app notifications
• Updates to this page with revision date

13. Legal Framework

This Refund Policy operates under:

• Uganda Consumer Protection laws
• Kenya Consumer Protection Act
• East African Community trade regulations
• International payment processing standards

In case of conflicts between this policy and local laws, local laws shall prevail.