RentGuard uses Paystack Split Payments to process every transaction. Paystack collects the payment and, at settlement, splits it directly to the landlord's subaccount (base rent), the assigned lawyer's subaccount (legal fee) and Vouchzen (platform fee). Vouchzen does not hold customer funds. This policy explains when refunds are issued and how they are executed through Paystack.
1. Before settlement (pre-inspection / pre-lease)
Prior to inspection confirmation and lease signing, a payment is pending on Paystack and settlement to the recipient subaccounts has not yet completed. If the tenant cancels before the lease is signed, or the landlord fails to appear at inspection or withdraws the listing, the tenant is entitled to a full refund of the rent. The platform fee is non-refundable once the inspection has been scheduled, as it covers verification and coordination costs already incurred.
2. After settlement (post lease signing)
Once both parties have signed the lease, Paystack settles the base rent to the landlord's subaccount and the legal fee to the assigned lawyer's subaccount. Refunds after this point require a dispute resolution outcome (see below) and are recovered from the receiving subaccount(s) by Paystack.
3. Disputes
A tenant or landlord may raise a dispute through the platform. The admin team reviews evidence (inspection token, chat records, KYC status) and issues a decision within 7 business days. Possible outcomes: full refund, partial refund, or release confirmation to the landlord.
4. Fraudulent listings
If a listing is found to be fraudulent, the tenant is refunded in full including the platform fee, and the landlord's account is permanently suspended and reported to law enforcement.
5. Processing time
Approved refunds are executed by Paystack and typically settle to the tenant's original payment method within 5–10 business days, depending on the tenant's bank.
6. Contact
Refund requests — support@vouchzen.com