Payments, Fees & Refunds Policy

Know the fee before you pay

Applicable fees should be shown or quoted before payment. A fee may relate to listing, viewing, transaction support or another clearly stated service. Keep your payment reference and receipt.

How property principal is handled

Real Agent does not hold or take custody of property transaction principal for itself. This applies to sale proceeds, rent and lease consideration. Our role is to coordinate the payment process so the principal amount is attributable and payable to the verified principal beneficiary under the transaction record.

Before a seller, landlord, lessor or other authorised principal beneficiary is used for a coordinated payout, Real Agent may require the beneficiary bank account to be verified and the account-holder identity to match the verified ownership, title, tenancy-authority or other receiving-authority records. A mismatch, unavailable check or unresolved identity concern can stop automatic payment progression and require human review.

Real Agent's own commission is separate from the property principal. Where a commission applies, the rate and amount should be disclosed and recorded. Eligible portions of that commission may later be distributed under configured rules to approved Agents, Leads or Referees. Those commission distributions do not change who is entitled to the sale, rent or lease principal.

Payment providers

Real Agent may use different payment providers for different purposes. Listing, viewing and other platform or service fees may use Paystack. Sale, rent and lease principal payment coordination may use Mono and related bank-account verification or disbursement services where configured and available. Provider availability, banking rules and transaction limits can affect timing.

Receipts and audit trail

For a coordinated sale, rent or lease payment, the transaction record should make the money movement understandable. It may show the property and transaction references, transaction type, gross principal amount, Real Agent commission rate and amount, principal-beneficiary amount, masked beneficiary account details, provider payment and disbursement references, and relevant timestamps. Sensitive bank details are not displayed in full.

Payment confirmation

We treat a payment as complete only after server-side confirmation from the applicable payment provider or another authorised reconciliation process. A screenshot of a transfer or payment page is not, by itself, final confirmation.

What happens to a paid listing

When a listing fee is successfully confirmed, the listing can move into Real Agent's screening and review process. Property images and listing content may be checked for integrity, quality and policy concerns. If all required automated checks clearly pass, the listing may become eligible for approval. If a check fails, is uncertain, unavailable or incomplete, the listing goes to human review.

Neither payment nor automated screening publishes a listing. Publication remains a separate Real Agent decision.

Screening availability and refunds

An unavailable or inconclusive automated screening check is treated as a reason for human review, not as proof that the property has failed. It is also not automatically a reason for a refund. Refund eligibility depends on the fee type, work already performed, provider charges, the reason the service could not continue and the circumstances of the particular request.

Listing fees

A paid listing can still require corrected classification, clearer photographs, additional disclosures, supporting documents or other changes. It can also be refused where it does not satisfy Real Agent's publication, safety, authenticity, quality or legal requirements.

Refund requests

You can ask us to review a payment for refund. We may need the payment reference, reason and supporting information. Approval does not mean money arrives instantly; bank and payment-provider processing times can apply.

Payment mismatches

If the amount or currency confirmed by a payment provider does not match what Real Agent expected, the payment may be placed in review rather than treated as successful. This protects both the user and the platform from acting on an incorrect payment record.

Chargebacks and duplicate recovery

Please contact us promptly if you believe a payment is duplicated or incorrect. Attempting to recover the same payment through multiple channels after a valid refund has been made may delay resolution and can lead to account restrictions.