Refund Policy
Your satisfaction and security are our top priority. Learn about our refund process and how we protect your payments.
Last updated: June 2026
Overview
At Kalohouse, we are committed to ensuring a safe and trustworthy real estate marketplace in Rwanda. We understand that sometimes a refund may be necessary. This policy outlines the conditions under which refunds are available and the process for requesting one.
All payments made through Kalohouse are protected by our Buyer Protection program. We act as an intermediary to ensure that your funds are handled securely until all parties are satisfied.
When Are Refunds Available?
Property Not As Described
If the property you purchased differs significantly from the listing description (e.g., wrong location, different specifications, missing features), you are eligible for a full refund.
Seller Unresponsive After Payment
If the property owner does not respond or complete the transaction within 7 days of your payment, you may request a refund.
Duplicate Payment
If you accidentally made a duplicate payment for the same property, the extra payment will be refunded in full.
Property Withdrawn by Owner
If the property owner withdraws the listing after your payment has been confirmed, you will receive a full refund.
Transaction Cancelled by Admin
If Kalohouse administration cancels the transaction due to policy violations or fraud concerns, a full refund will be issued.
Non-Refundable Situations
The following situations are not eligible for a refund:
- •You changed your mind after the property owner has already responded and the transaction is in progress.
- •The property description was accurate at the time of viewing, but you discovered personal preferences that differ.
- •The refund request is made more than 14 days after the payment date.
- •The commission fee paid to unlock owner contact information (non-purchase payments).
Refund Process & Timeline
Submit Request
Day 1Click the 'Request Refund' button on your property page or dashboard. Provide a reason for your refund request.
Review by Admin
1-3 Business DaysOur team will review your request and verify the details. We may contact you for additional information.
Decision
3-5 Business DaysYou will be notified via email whether your refund has been approved or rejected. If approved, we proceed to processing.
Refund Issued
5-10 Business DaysThe refund is processed to your original payment method. Mobile Money refunds arrive within 24 hours; card refunds within 5-10 business days.
How to Request a Refund
You can request a refund through any of these methods:
From Your Dashboard
Go to Dashboard → Properties you paid for → Request Refund
Via Email
Send a request to dushimimanaelie@kalohouse.com with your payment details
Questions About Refunds?
Our support team is here to help. If you have any questions about the refund process, don't hesitate to reach out.