Refund Policy

This page describes exactly which payments RealEVR Estates processes on this site and their refund terms. We keep this specific to what the platform actually charges for, rather than a generic template — if a payment type below doesn't apply to what you paid for, its section doesn't apply to you.

1. Rental Property Viewing Fee (UGX 15,000)

A rental unit's virtual tour is free to preview for the first few seconds. Continuing to view it, or viewing any other rental unit's tour, requires a one-time UGX 15,000 payment, which then unlocks unrestricted tour viewing across the platform for 24 hours.

This fee is non-refundable once the payment succeeds and access is granted — it pays for the access itself, which is delivered immediately, not for any specific outcome (e.g. deciding not to rent the property, or a landlord being unresponsive, are not grounds for a refund). The one exception is a failed or duplicate charge: if you were charged but access was never granted due to a technical error on our side, contact us and we will investigate and refund the failed charge.

2. BnB Booking Deposit (20% of stay total)

Viewing a BnB's virtual tour is always free. Booking a BnB requires a 20% deposit of the total stay cost, paid to secure the booking and unlock the host's contact details.

This deposit is non-refundable. It compensates the host for holding the listed dates for you and is forfeited if you cancel, don't show up, or change your mind. If the host cancels on you, or the property turns out to be materially misrepresented, contact us — those cases are handled individually and are not covered by a blanket refund guarantee, since resolving them may involve the host directly.

3. Agent / Broker Subscriptions

Agent membership plans (Standard, Premium) are billed for the period selected at signup or renewal. Subscription fees already paid for the current billing period are non-refundable; you can cancel to stop future renewals at any time from your account, and you keep access through the end of the period already paid for.

4. RentRail — Pay Rent (UGX 1,000 service fee)

RentRail lets you pay any landlord's mobile money number directly and keeps a record of the payment. Before you use it, understand exactly what it is and isn't:

You must enter your full rent payment. RentRail doesn't know your lease terms and can't check the amount against anything — every payment requires you to confirm the amount you enter is the full rent due for that period, not a partial payment. RentRail does not support partial or installment rent payments. If you pay the wrong amount, that's between you and your landlord; RealEVR Estates has no visibility into your lease and can't verify it.

The UGX 1,000 fee is non-refundable. It pays for processing the payment and sending you an instant payment confirmation the moment your landlord's payout is complete. It is not a tax and does not pay for a tax receipt — see the next point.

This is not, and cannot be, a tax receipt. Under Ugandan tax law (EFRIS), only your landlord — as the person registered with URA — can issue a valid tax receipt for rent, against their own Tax Identification Number. RealEVR Estates processes the payment; it does not and cannot issue that receipt on your landlord's behalf. The confirmation message you receive from us is proof that you paid, not a substitute for the EFRIS receipt you're entitled to under Ugandan law — ask your landlord for it directly.

Payout to your landlord is usually automatic, but not guaranteed to be instant. Your payment is collected immediately, and your landlord's share is normally sent to them automatically too. Occasionally that automatic step doesn't go through, in which case it falls back to a manual check on our side before it's sent, which can take longer. Either way, you'll get a confirmation the moment it's actually sent — you don't need to follow up or pay again if it isn't sent within seconds.

You're responsible for the number you enter. If you enter the wrong mobile money number for your landlord, RealEVR Estates cannot reverse a payment already sent to that number. Double-check the number before you pay.

We don't guarantee your landlord's tax compliance. Whether your landlord is actually registered for EFRIS, and whether they issue you a correct receipt, is between you and them — RealEVR Estates isn't a party to your tenancy and can't compel either one.

5. Auction Commitment Fee (US$1,000)

To bid in a live bank-sale auction you must first be approved (vetting is free) and then pay a US$1,000 commitment fee for that auction.

This fee is non-refundable, whether you win, lose, withdraw or are removed. It is not a deposit and is not part of the purchase price. You must confirm that you understand this before the payment details are shown. The only exceptions are a fee taken by mistake or twice, and any refund the law that applies to you requires. Full details are in the Auction Terms and Conditions.

6. Why These Payments Are Structured This Way

Every payment on this platform pays for something delivered immediately and irreversibly — tour access that's already granted, a booking slot that's already held, a subscription period that's already active, a rent payment that's already been sent on. None of them are pre-payment for a future service we might fail to deliver, which is the usual basis for a refund. That's why the default across all of these is non-refundable rather than case-by-case.

7. Payment Errors

The one situation always eligible for a refund, regardless of payment type: you were charged but did not receive what you paid for, due to a technical fault on our side (a duplicate charge, a payment that succeeded on the gateway but never registered on our platform, etc.). Contact us with your transaction ID and we will investigate.

8. Contact Us

To report a payment error or ask about a specific charge: