Refunds and cancellations

Rent, a purchase price, a caution fee, an agency fee — that money goes from you to the agent or agency. Acreage never holds it. Where a payment runs through the platform it is split by the payment provider at the moment it is made: the agent's share to the agent's bank, our 5% to ours. Above the online limit it moves directly between you and them, bank to bank.

So if a let or a sale falls through, the money comes back from whoever holds it, which is the agent or the landlord, on the terms of the tenancy agreement or contract of sale you signed with them. We are not a party to that and cannot reverse it — but we are not nothing either: tell us, and we investigate, we can suspend the account, we hold the record of the deal and every message, and we hand that over to you or to the police. See disputes in the terms.

The only thing you pay Acreage directly as a buyer or tenant. It is paid in advance at the price shown before you commit.

• ·The agent does not attend, or the property cannot be shown — full refund, including our share. We arrange it without being asked.
• ·The listing is taken down or the property is gone before the visit — full refund, automatically, with a message telling you it is coming.
• ·We cancel or fail to send anybody — full refund.
• ·You closed on the property yourself before the visit came round — the visit is cancelled and nothing more is charged. Whether the fee comes back or counts towards the deal is a judgement call, so we do not decide it silently in either direction: message us and ask.
• ·You do not turn up, or cancel at the last minute after a staff member has travelled — not refunded. Somebody made the journey.

Refunds go back to the account the payment came from. Card refunds through our payment provider usually take a few working days to appear.

Paid by agents and agencies for position in search, for a fixed number of days.

• ·Paid but never activated — full refund.
• ·We stop it early for our own reasons — the unused days are refunded pro-rata, calculated automatically and recorded against the boost. You are told either way, because a paid placement that vanishes in silence reads as having been taken.
• ·We stop it because of an upheld report or a suspension — not refunded.
• ·The property was taken and the boost ended early — not refunded. The boost ending because the property sold is the boost having worked, and refunding that would make advertising nearly free for exactly the people getting the most from it.
• ·It ran and the property did not let — not refunded. A boost buys attention, never an outcome, and the panel says so before you pay.

Charged only when a deal actually closes, never upfront. If a recorded deal collapses before completion and the agent returns the money to the buyer, our commission goes back with it — we are not paid for a deal that did not happen. Tell us and we will reverse it.

Commission is not refunded because a tenancy later went badly, or because the property was not what somebody hoped. That is a dispute with the agent, and we will help you with it, but the introduction and the verification did happen.

Message the team with what you paid for and roughly when. Most of the refunds on this page are arranged by us without you asking — if you are owed one you will usually hear from us first.

Nothing here removes any right you have under Nigerian consumer law, including under the Federal Competition and Consumer Protection Act.