FindMyNyumba charges a service fee for platform access and accommodation services. Monthly rent is separate and paid directly to the property provider - FindMyNyumba never collects rent, so this policy covers our service fees only.
1. What this policy covers
This policy applies to the service fees you pay to FindMyNyumba for our Connect and Assist services. It does not apply to rent or deposits, which are arranged directly between you and the property provider and are governed by your own agreement with them.
2. Non-refundable service fees
Because our Connect service grants immediate digital access to verified listings and landlord contact details, the service fee is generally non-refundable once access has been delivered. This is standard for instant digital services - the value is delivered the moment access is granted.
3. Refundable situations
You may be eligible for a full or partial refund of your service fee where:
- A technical failure prevented access from being delivered, and it could not be resolved.
- You were charged more than once for the same service (duplicate payment).
- An Assist engagement was cancelled by FindMyNyumba before the managed search began.
- A listing you paid to access is found to be fraudulent or materially misrepresented, subject to review.
4. Failed delivery
If a payment succeeds but access is not delivered (for example, an entitlement is not activated due to a system error), contact support with your transaction reference. Once we confirm the failed delivery, we will either restore access or issue a full refund of the service fee.
5. Assist service cancellations
Our Assist service is a managed accommodation search that runs for a defined period (up to 60 days). If you cancel an active Assist engagement partway through, any refund is assessed on a pro-rata basis against the work already carried out. Once a placement has been secured, the Assist fee is non-refundable.
6. How to request a refund
Email our support team with your account email, transaction reference and a short description of the issue. We aim to acknowledge every request within one business day.
7. Refund processing time
Approved refunds are processed back to your original payment method (mobile money) within 3-5 business days of approval. Timing after that depends on your mobile money provider.
8. Contact
Questions about this policy? Reach us at support@findmynyumba.com.