1. Overview
This Refund & Payments Policy explains how money moves on SafeRent — inspection fees, application payments, escrow, caution, wallet credits, and withdrawals. Payments and escrow are handled through SafeRent and our payment partners (currently Paystack). SafeRent is not a bank.
SafeRent is operated by Pair Collar. This policy works with our Terms of Use.
2. Payment methods
- Tenant payments — including inspection fees, first rent, next rent, and related amounts — are collected through our payment partner.
- Amounts recognised on an application are rent, optional caution, and optional agent fee.
- After successful payment on an approved application, funds are held in escrow until the lease signing rules allow them to be released.
3. Inspection fees
- Tenants pay a building inspection fee to book and complete a paid inspection with an assigned agent.
- After the visit, the agent marks it complete and the tenant confirms (for example with a completion code). Once confirmed, the fee becomes available for the agent to withdraw.
- If confirmation is not completed, after a waiting period (usually about 48 hours) the agent may request release unless the tenant has opened a dispute.
- If disputed, our support team may refund the tenant or release the fee to the agent based on the evidence and this policy.
- Except where a dispute is decided in the tenant’s favour or we expressly approve a refund, inspection fees are treated as payment for a scheduled service and are not casually cancellable after the visit is completed or funds are released.
4. Application payment window
- When a landlord approves an application, a payment window opens (usually about 48 hours) for first rent, plus caution and agent fee where applicable.
- If unpaid in time, the application may expire and the unit may open to other applicants.
- On payment, a digital lease is created. The landlord signs first; then the tenant signs.
5. Pre-signature refunds
If the tenant declines before both landlord and tenant have signed the lease, SafeRent may refund eligible escrowed amounts under the rules then in effect.
- By default, refunds go to the tenant’s SafeRent wallet as available credit.
- A refund to the original payment method may be available when our payment partner supports it.
- Wallet credit is not a bank deposit until you successfully withdraw it.
6. After both parties sign — no automatic rent refunds
Important: once both landlord and tenant have signed the lease, there are no automatic rent refunds (or other tenancy amounts paid for that lease) through SafeRent.
Once both parties have signed, rent and other amounts paid for this tenancy are not eligible for automatic refund through SafeRent. Caution, if any, is held and settled only under move-out and caution rules. Before both signatures, the tenant may decline subject to the pre-signature refund rules then in effect.
This rule is also shown in the lease you review before signing. Caution is separate and follows Section 7.
7. Caution
- Caution paid into escrow stays held through lease signing — it is not released when you sign.
- Settlement happens only after move-out is confirmed and the tenancy end date has passed.
- The landlord may release caution to the tenant’s wallet or claim part or all of it through the process in SafeRent.
- Tenants have a window to dispute claims; unresolved disputes may be reviewed by our support team.
- Amounts returned after a claim usually credit the tenant’s wallet as available balance and may not be an immediate card refund.
8. Wallet and payouts
- Landlords, agents, and tenants may hold available and pending wallet balances.
- Withdrawals go to bank accounts you save, through our payment partner, with extra confirmation such as OTP or two-factor authentication.
- Payout timing depends on payment-partner settlement, identity and bank checks, and a successful transfer. Failed transfers may be retried or returned to your wallet.
- Any SafeRent or payment-partner fees will be shown before you confirm a withdrawal or payment.
9. Chargebacks and fraud
If a payment is reversed by chargeback or flagged as fraud, SafeRent may freeze related balances, reverse credits, suspend accounts, and share information with payment partners and authorities as allowed by law. You must not abuse payment or refund flows.
10. Referrals
If SafeRent offers referral rewards, the amount, eligibility, and timing will be shown when you join or share a referral. Rewards are usually credited to the referrer’s wallet when a referred landlord’s first rent payment succeeds. We may reverse or withhold a referral reward if the related payment is refunded, reversed, or found to be fraudulent.
Contact
Payment or refund questions: admin@saferent.africa.