Cancellation & Refund Policy

This policy explains when you can cancel and when you can get your money back for payments made through CribAssist. There are two kinds of payment — inspection fees and rental payments — and they follow different rules.

Nothing in this policy affects your rights under Nigerian consumer protection law, including the Federal Competition and Consumer Protection Act 2018.

Summary

• Inspection fee (₦5,000): not refunded if you cancel or miss the inspection. Fully refunded if the landlord or property manager declines your booking, the inspection does not happen because of them or us, or the listing was seriously misleading.
• Rental payment: protected from payment until you have the keys, and then for 48 hours if you inspected the property through CribAssist before paying, or 7 days if you didn't. If something is wrong, report it within that time and we will review it. If we uphold your report, you get a full refund.

1. Inspection fees

If you cancel

You can cancel a booked inspection from your dashboard at any time before it takes place. Because a time slot has been held for you, the fee is not refunded when you cancel — for example, if you change your mind, find another property or can no longer attend. The fee is also not refunded if you do not attend a confirmed inspection.

If exceptional circumstances apply, contact us through Contact & Support and we will consider your request.

When you get a full refund

You will receive a full refund of the ₦5,000 fee if:

• the landlord or property manager declines your booking — this refund is automatic;
• the inspection does not take place because the landlord, the property manager or CribAssist did not make the property available at the booked time; or
• the listing was seriously misleading — for example, the property, unit or rent was materially different from what was advertised, or the property was not actually available to rent.

For the last two cases, tell us through Contact & Support as soon as possible, ideally on the day, with the property and the booked time. We will review it and let you know our decision.

2. Rental payments

Before you pay

Choosing "Rent this property" reserves the unit for you for 30 minutes while you review the total and pay. You are not charged anything at this stage. If you do not pay within 30 minutes, the reservation simply ends — there is nothing to cancel.

After you pay: Transaction Protection

Once your payment is confirmed, it is held by CribAssist and is not released to the landlord or property manager until you have the keys and your check period has passed: 48 hours if you inspected the property through CribAssist before paying, or 7 days if you didn't. If the landlord or property manager marks the keys as handed over and you do not confirm or report a problem within 3 days, we treat the keys as received and your check period starts.

If something is wrong — for example, the property is not as described, you have not been given access or keys, or the landlord or property manager is not responding — select "Report a problem" on your rental page before the protection period ends. The payment stays on hold while your report is open.

We will review your report and may ask both you and the landlord or property manager for more information. We will then either:

• refund you in full — the rent and all required move-in fees you paid through CribAssist; or
• close the report without a refund, if we find the rental can go ahead as agreed. We will explain why.

Changing your mind

Changing your mind after paying is not, on its own, grounds for a refund. If you and the landlord or property manager both agree to cancel, contact us before the protection period ends.

After the protection period

If no problem is reported before the protection period ends, the payment is released to the landlord or property manager and can no longer be refunded by CribAssist. After that, ending the tenancy or recovering money is a matter between you and the landlord or property manager under your tenancy agreement. You can still report a listing or a user's conduct to us at any time.

Refundable fees such as caution fees

Fees marked "Refundable" on a listing, such as a caution fee, are paid to the landlord or property manager with your rent. Returning them at the end of your tenancy is their responsibility under your tenancy agreement — it is not a CribAssist refund.

Payments completed after your reservation expired

If Paystack confirms your payment only after your 30-minute reservation has ended, the payment does not secure the unit. Contact us with your payment reference and we will refund it in full.

3. How refunds are paid

Refunds are made to the card or account you paid with, through Paystack. Once we have issued a refund, it usually reaches you within 5 to 10 working days, depending on your bank.

4. How to request a refund

Email support@cribassist.com or use Contact & Support, choosing "Payment problem" or "Inspection issue". Include the property, the date and your payment reference if you have it. We will never ask for your card details, PIN or password.

5. If you disagree with our decision

Reply to us with any further information and ask us to review the decision again. You may also contact the Federal Competition and Consumer Protection Commission.