Return & Refund Policy for Real Estate Bookings & Deposits

Effective Date: 25 January 2026

At Maploti, transparency and trust are central to how we handle real estate transactions. This Return & Refund Policy explains how refunds, cancellations, booking fees, listing payments, and deposits are managed on maploti.com, a trusted real estate marketplace connecting buyers, tenants, sellers, agents, and developers.

What This Policy Covers

This policy applies to all payments made on Maploti, including:

Property booking fees
Reservation and holding deposits
Real estate listing fees
Featured or promoted property listings
Marketing and visibility services

By using Maploti, you agree to this policy as part of our platform terms.

Booking Fees & Reservation Deposits

Refundable Bookings

A booking fee or deposit may be eligible for refund if:

The property is unavailable after confirmation
The listing is materially misrepresented
The booking is canceled within the cancellation period stated on the listing
Both parties (buyer/tenant and seller/landlord) agree in writing to cancel

Refund eligibility depends on the specific terms disclosed on the property listing at the time of booking.

Non-Refundable Deposits

Deposits are non-refundable where:

The buyer or tenant cancels after confirmation
The cancellation occurs outside the agreed timeline
The property was reserved exclusively due to the deposit
The seller or landlord has already incurred costs

This aligns with standard real estate practices in Kenya.

Listing Fees (Agents, Owners & Developers)

Payments made for:

Property listings
Featured or priority listings
Marketing and promotional services

are non-refundable once the listing goes live, unless Maploti fails to deliver the purchased service.

Cancellations

All cancellations are governed by the terms stated on the individual property listing
Once a booking is confirmed, Maploti acts as a facilitator and cannot cancel on behalf of either party
Cancellation disputes may require written confirmation from both parties

Refund Processing Timeline

Approved refunds are processed as follows:

7–14 business days from approval
Refunds are issued to the original payment method where possible
Payment gateway fees, transaction costs, or third-party charges may be deducted

Property Misrepresentation & Disputes

If you believe a property was misrepresented:

Notify Maploti within 48 hours of discovery
Provide supporting evidence (photos, messages, listing details)
Maploti may investigate and liaise with the seller or agent

Refunds are not guaranteed unless misrepresentation is verified.

Maploti’s Role & Responsibility

Maploti is a real estate marketplace and transaction facilitator. We:

Do not own, sell, or lease listed properties
Do not guarantee completion of transactions
Do not replace legally binding agreements between parties

Final refund decisions involving deposits may rest with the property owner, agent, or developer.

Legal & Consumer Protection Compliance

This policy complies with applicable Kenyan consumer protection and real estate regulations. Nothing in this policy limits your statutory rights under Kenyan law.

Policy Updates

Maploti reserves the right to update this Return & Refund Policy at any time. Changes will be published on this page and become effective immediately.