No Refund Policy

This No Refund Policy is part of the Terms & Conditions of RentAll Africa Ltd (“Platform”, “we”, “us”). Please read it carefully before making any booking.

1. General Policy

RentAll Africa operates a strict no-refund policy on all completed payments. Once a Customer has made payment for a booking and the Vendor has accepted the booking, the payment is considered final. Customers are encouraged to:

• Carefully review all Listing details, photos, pricing, and rental dates before booking.
• Communicate with the Vendor through the Platform’s messaging system to clarify any questions before committing.
• Ensure the rental dates and item specifications meet their needs before proceeding to payment.

2. Cancellation Before Payment

A Customer may cancel a booking only while the booking is in “Awaiting Payment” status — that is, before payment has been submitted. No charges apply for cancellations at this stage.

3. Vendor Rejection

If a Vendor rejects a booking after the Customer has already paid, a full automatic refund is issued to the Customer. This is the only circumstance under which a refund is processed after payment:

• The refund is initiated automatically by the Platform.
• Funds are returned to the Customer’s Platform wallet.
• The listing quantity is restored for other bookings.

4. No Refunds After Acceptance

Once a Vendor has accepted a paid booking, no refunds will be issued for any of the following reasons:

• Change of mind by the Customer.
• Customer’s inability to pick up the item on the agreed date.
• Dissatisfaction with the item after pickup (unless covered by a damage/dispute claim).
• Early return of the rented item.
• External circumstances such as weather, travel cancellations, or personal emergencies.

5. Caution Fee

The caution fee (refundable deposit) is separate from the rental payment and is handled as follows:

• Refunded in full if the item is returned on time and in the same condition as documented at pickup (reasonable wear and tear excepted).
• Partially or fully retained if damage is reported by the Vendor, verified through condition photographs, and confirmed by the RentAll Africa admin team.
• Caution fee refund decisions are final once reviewed by the admin team.

6. Disputes

If a Customer believes the item received was significantly different from the Listing description or was defective:

• The Customer should document the issue with photographs immediately upon pickup.
• Raise a dispute through the Platform within 24 hours of pickup.
• The RentAll Africa admin team will review all evidence (Listing description, condition photos from both parties, messages) and make a determination.
• Dispute outcomes may include caution fee adjustment but do not include rental payment refunds.

7. Insurance

If a Customer opted for the optional 5% rental insurance at the time of booking, insurance coverage terms apply separately. Insurance does not override this no-refund policy — it provides additional protection for specific covered events as described at the time of purchase.

8. Service Fee

The 5% service fee charged to Customers is non-refundable under all circumstances, including Vendor rejection (the rental amount is refunded, but the service fee may be retained as an administrative charge).

9. Platform Wallet

Where a refund is issued (Vendor rejection only), funds are credited to the Customer’s Platform wallet. These funds can be used for future bookings on the Platform.

10. Exceptions

RentAll Africa reserves the right, at its sole discretion, to issue refunds in exceptional circumstances including but not limited to:

• Verified fraudulent Listings or Vendor misconduct.
• Technical errors that resulted in duplicate or incorrect charges.
• Court orders or regulatory directives requiring a refund.

Any such exception does not establish a precedent and is handled on a case-by-case basis.

11. Acknowledgement

By making a booking on RentAll Africa, you acknowledge that you have read, understood, and agree to this No Refund Policy. This policy is incorporated into and forms part of our Terms & Conditions.

12. Contact Us

If you have questions about this policy:

• Email: [email protected]
• Address: Shop S4 & S5 Zonta Shopping Complex, Kunsela Road, Ikate, Lagos, Nigeria