Refund Policy
When a payment made on Roov is refundable — and when it isn't.
This page is a working draft — the substance is what the product does today, but the final wording is pending review. Contact support@roov.africa if anything here contradicts what you were told in-app.
General principle
Roov is a marketplace; the property manager is the seller of the rental. Refund eligibility depends on what you paid for and why you're requesting the refund.
Failed or duplicate payments
If a payment fails at checkout but your bank shows a debit, or if you're charged twice for the same transaction, contact support@roov.africa with the Paystack reference. These are reversed within 24 hours in most cases.
Inspection fees
Refundable only if the property manager cancels the inspection without an equivalent replacement offer, or if the property was materially misrepresented on the listing (photos or video didn't match what you saw at the inspection).
Not refundable if you simply change your mind about attending.
Rent and move-in charges
Refundable if the manager cancels the lease before you take possession of the unit.
Refundable if the unit is uninhabitable when you arrive (basic services missing or serious hidden defects). Report through the dispute-resolution process — do not pay Portable Caution Deposit and then leave silently; the deposit rules do not favour you if you haven't raised a formal dispute.
Not refundable if you take possession and later change your mind.
Caution / security deposit
Governed by the Caution Deposit Policy — see that page for the specific rules on end-of-tenancy return, deductions, and disputes.
Roov's service fee
The 30% platform fee is retained on completed transactions and is not refunded on cancellation once services have been rendered. Refunds of the tenant's portion do not carry the platform fee with them unless the refund is because Roov itself made an error.
Processing time
Once a refund is approved, Paystack processes it within 5 to 10 business days depending on your bank.
How to request a refund
For inspection or rent-related refunds, open a dispute through the in-app support flow or email support@roov.africa with the Paystack reference and a short explanation.
For deposit refunds, see the Caution Deposit Policy for the end-of-tenancy process.
Contact
Refund questions: support@roov.africa.
Last reviewed: 2026-08-24
Questions or something unclear? Email support@roov.africa and we'll help.