Refund Policy

Last updated: 26 May 2026

Draft. This Refund Policy is a working draft published for transparency ahead of public launch. It will be reviewed by counsel and may change before public sign-up opens. Refund decisions during the invite-only period are governed by the terms in your order email and this Policy together.

EzRent aims to be fair, transparent, and predictable about money. This page explains what we will and will not refund, how third-party fees flow, and how to request a refund. It applies to subscriptions paid directly to EzRent Kenya Ltd. Money flows between landlords and tenants (rent, deposits, fines) are governed by the underlying lease and applicable law, EzRent never holds tenant funds.

1. Subscription fees

EzRent subscriptions are billed monthly in advance in Kenyan Shillings (KSh). You may cancel at any time, and your subscription will remain active through the end of the current billing month. We do not auto-renew you onto a long-term contract; each month renews only if you do not cancel.

1.1 Pro-rata refunds

We do not issue pro-rata refunds for partial months. If you cancel mid-month, you keep full access to the Service until the end of that month.

1.2 Annual or multi-month commitments

If you have prepaid for multiple months on an order form, you may cancel for the remaining months and receive a refund of unused months at the rate paid, less any applicable discount that no longer applies, less reasonable onboarding costs already incurred. We will issue any refund within 14 business days of confirmation.

2. Free trial / invitation period

During the invite-only phase, EzRent may grant a free trial or a complimentary period as described in your invitation email. Nothing is charged during this period, so no refund is necessary.

3. Refunds for billing errors

If we charge you for the wrong plan, double-charge a month, or otherwise make a billing mistake, we will refund the affected amount in full within 14 business days of confirming the error. Please report suspected billing errors to billing@ezrent.co.ke within 60 days of the invoice date so we can investigate.

4. Refunds for material service failures

Where EzRent fails to deliver the Service in a material way for an extended period (for example, the platform is unavailable for more than 24 consecutive hours due to a fault attributable to us), we will credit the affected portion of the subscription fee to your account on request. We do not publish a contractual SLA today; this is a goodwill credit policy and is in addition to any rights you have under applicable law.

5. Third-party fees (not refundable by EzRent)

Some services priced separately are billed by third parties and are not part of the EzRent subscription:

  • M-Pesa transaction fees charged by Safaricom on transactions to or from your Paybill / Till;
  • SMS fees per message delivered by AfricasTalking or another carrier;
  • WhatsApp Business conversation fees charged by Meta;
  • KRA filing levies or fees imposed by regulators;
  • Bank charges for transfers and statement imports.

These charges are not refundable by EzRent. If you believe a third-party charge is incorrect, please raise it directly with that provider; we will assist where we can.

6. Tenant payments and overpayments

EzRent does not hold or receive tenant rent on behalf of landlords, M-Pesa and bank funds settle directly to the landlord's Paybill, Till, or bank account. If a tenant pays the wrong amount or pays in error, the refund decision and process belong to the landlord and the tenant under their lease and Kenyan law. EzRent will help reconcile and document the reversal but is not a party to it.

7. Add-on services and one-off charges

Optional services (paid onboarding assistance, bespoke imports, training sessions) are quoted separately. Refunds for these are governed by the specific quote or statement of work. If no terms were specified, we will refund work not yet commenced and any unused prepaid hours.

8. How to request a refund

Email billing@ezrent.co.ke from the address registered on your EzRent account, with:

  • Account name and registered email;
  • Invoice number(s) and date(s);
  • The amount and the reason for the refund request.

We will acknowledge within two business days and resolve most requests within 14 business days. Refunds are issued by the same payment method used for the original charge where possible.

9. Disputes

If we cannot agree on a refund, the dispute-resolution provisions in our Terms of Service apply. Nothing in this Policy limits your statutory rights under Kenyan consumer protection law.

10. Changes to this Policy

We may update this Policy from time to time. Material changes will be notified by email and in-app at least 14 days before they take effect.