Refund and Cancellation Policy

This Refund and Cancellation Policy explains how subscription renewal, cancellation, and refunds work on Mahaba Homes, and what to expect if a payment fails, is duplicated, or is charged in error.

Mahaba Homes subscriptions currently use manual renewal unless expressly stated otherwise at checkout. You are not automatically charged when your subscription expires. If you want to keep your paid plan, you need to complete a new payment before or after it expires. We may send you a reminder before your subscription expires, but receiving a reminder does not renew it for you.

Where a cancellation function is available in your account, cancelling an active paid subscription does not immediately remove benefits you have already paid for. Unless clearly disclosed otherwise before purchase, your plan remains active until the end of its current paid period. After that date, your account returns to the applicable Free plan unless you purchase another eligible plan.

Where supported, you may be able to renew an active subscription before its expiry date. A successful early renewal should extend your subscription from its existing expiry date, so that any unused paid time is not lost.

When a paid subscription expires, your account becomes subject to the listing allowance of the applicable Free plan. Where the platform provides this functionality, you may be asked to choose which eligible listings stay active. Listings beyond the Free plan allowance are hidden rather than permanently deleted, and may become eligible for reactivation if you later renew, upgrade, or otherwise gain enough listing capacity.

A payment may be reviewed for a possible refund where:

• The same intended purchase was charged more than once because of a verified payment or technical error;
• Payment was successfully received but the purchased service could not be activated because of a verified Mahaba Homes technical failure;
• An incorrect amount was charged because of a verified system error;
• A refund is required under applicable Kenyan law; or
• Mahaba Homes otherwise determines, after review, that a refund is appropriate.

Subject to applicable consumer law, refunds will generally not be provided merely because:

• You changed your mind after the purchased service was activated;
• A property received fewer views than expected;
• A listing received fewer enquiries than expected;
• A listing did not result in a tenant, buyer, sale, or lease;
• You did not fully use the subscription period;
• You voluntarily removed a listing;
• A promotional service was correctly delivered but did not produce the result you expected; or
• Your account or listing was restricted because of a material violation of the Terms and Conditions, subject to applicable law.

Nothing in this policy removes consumer or refund rights that cannot lawfully be excluded.

If you believe you were charged incorrectly or more than once, contact info@mahabahomes.com with sufficient information to identify the payment. We will verify our transaction records before determining the appropriate remedy.

A failed payment does not activate a paid service. If money appears to have been deducted from you but the platform shows the transaction as failed, contact support with the relevant transaction reference. If we confirm payment was successfully received, we may activate the purchased service, correct your account, or provide another appropriate remedy.

A pending payment does not activate or extend a subscription until it is successfully verified. An existing active subscription remains unchanged while a renewal payment is pending.

A failed renewal attempt does not end an existing subscription before its normal expiry date. For example: if a subscription expires on 30 September and a renewal attempted on 25 September fails, the existing subscription remains active until 30 September.

Purchases of additional listing capacity are generally non-refundable once the purchased capacity has been successfully activated and made available, except where required by law or where a verified billing or technical error occurred.

Featured listings, homepage promotion, and similar time-based promotional purchases are generally non-refundable once the promotional service has begun, except where:

• Mahaba Homes failed to provide the purchased service because of a verified platform error; or
• A refund is otherwise required by applicable law.

Promotional services do not guarantee views, enquiries, tenants, buyers, transactions, or any other result.

Refund requests should be sent to info@mahabahomes.com. Where applicable, please include:

• Information sufficient to identify your account;
• The transaction reference;
• The payment date;
• The amount paid (in Kenya Shillings);
• The product, plan, or service purchased;
• The reason for your request; and
• Any relevant supporting evidence.

We will never ask you for your password, Mobile Money PIN, card PIN, OTP verification code, or any other authentication secret — never send these to us, including in a refund request.

Approved refunds are processed through an appropriate available payment method. How long funds take to appear depends on the relevant payment gateway, mobile-money operator, card network, bank, or other financial institution involved. We aim to communicate the outcome of a refund request within a reasonable period.

Payment gateways, mobile-money operators, banks, card networks, and telecommunications providers may experience delays, outages, or processing issues outside our direct control. Where a transaction issue originates with an external provider, we will reasonably assist with verification using the information available to us, but we cannot control that provider's own processing times.

We may update this policy to reflect changes in our subscription plans, payment methods, products, platform functionality, business practices, or applicable law. Changes will not retroactively remove rights you have already accrued where prohibited by law. The current version of this page always shows its Last Updated date.

Questions, cancellation issues, and refund requests can be sent to info@mahabahomes.com.