Return & Refund Policy

Last updated: 03/07/2026

This policy explains how Rianage Properties handles deposits, fees and refunds relating to property purchases, rentals and our services. Because property is a high-value, regulated purchase, the terms below differ from ordinary retail returns.

Please note: a property sale or lease is a significant commitment. We encourage you to view the property, verify the title, and satisfy yourself fully before paying any deposit or signing any agreement.

1. Reservation Deposits (Property Sales)

You may reserve a property by paying a reservation deposit, which holds it off the market for you and is applied to the final price.

  • If you withdraw from the purchase, the reservation deposit is generally non-refundable, as it compensates us and the seller for taking the property off the market.
  • If we or the seller cannot proceed — for example a title defect or the property becomes unavailable — your reservation deposit is refunded in full.
  • Specific deposit terms are confirmed in writing at the time of reservation and take precedence over this page.

2. Rental Deposits & Booking Fees

  • Security deposits for rentals are held and refunded in line with the tenancy agreement, less any deductions for damage, unpaid rent or agreed costs.
  • Any booking or administrative fee covering our work (viewings, paperwork, checks) may be non-refundable once that work has begun. This is disclosed before you pay.

3. When a Refund Applies

You are entitled to a refund of amounts paid where a transaction cannot proceed through no fault of your own — for example an unclean title, misrepresentation of the property, or our inability to deliver an agreed service. Refunds exclude third-party costs already incurred on your behalf (e.g. searches, legal fees).

4. Service Fees

Fees for services such as property management, advisory or valuation are earned as the service is delivered and are refundable only for the portion not yet performed, at our discretion.

5. How Refunds Are Paid

  • Approved refunds are paid to the original payment method (for M-Pesa, back to the paying number).
  • Refunds are processed within [14] (default: 3–14 business days) of approval.
  • Any transaction or third-party fees already incurred may be deducted.

6. How to Request a Refund

Contact us with your name, the property or service concerned, and the reason:

7. Your Statutory Rights

Nothing in this policy limits any rights you have under the Consumer Protection Act, 2012 or other applicable Kenyan law.