Refund Policy

1. In Short

• If the host declines your booking, or does not answer within 20 hours, you are refunded in full automatically.
• You can cancel a booking yourself, for a full refund, within 20 hours of making it and before you check in.
• After that, a refund is not automatic. Report the problem and we will look at it.
• Refunds go back to the payment method you paid with.

2. When You Are Refunded Automatically

In each of these cases the whole amount you paid is refunded, including Purchet's service fee. You do not need to ask.

• The host declines your booking.
• The host does not accept or decline within 20 hours of your payment. The booking expires.
• You cancel within the cancellation period described below.

3. Cancelling a Booking Yourself

• You can cancel from the booking's page for up to 20 hours after you made the booking, as long as you have not checked in.
• The 20 hours run from when the booking was made, whether or not the host has accepted it yet.
• Once 20 hours have passed, or once you have checked in, the booking can no longer be cancelled from your account. See section 5.

4. Bookings That Were Never Paid

When you start a booking you have 30 minutes to complete payment. If payment is not completed in that time the booking is cancelled and the room is released. Nothing was charged, so there is nothing to refund. If your bank or mobile money account shows a charge for a booking that was cancelled this way, contact us with the payment reference.

5. After the Cancellation Period

After 20 hours, or after check-in, a refund is decided case by case. This is because the host has usually already been paid and has held the room for you.

• If something is wrong with the accommodation, use "Report a problem" on the booking. It goes to the host, who is expected to answer.
• If the host does not resolve it, or the accommodation is not what was listed, is not available, or does not exist, open a support ticket. Our team will review what both sides say and any photographs.
• Where we find a refund is justified we may refund all or part of what you paid.
• A change of mind after the cancellation period is a matter between you and the host under the tenancy agreement. We will pass your request on, but we cannot require the host to agree.

6. How a Refund Is Paid

• Refunds are sent through Paystack to the card or mobile money account you paid with. We cannot send a refund to a different account.
• We start an automatic refund as soon as the booking is cancelled, declined or expired. How long it takes to reach you depends on your bank or mobile money provider, and is usually a few working days.
• You will get a notification when a refund has been started. If it has not arrived after ten working days, contact us with the booking reference.
• A refund never exceeds what was paid for the booking.

7. Security Deposits

A security deposit, where a host asks for one, is not collected through Purchet at present. It is paid to and held by the host under the tenancy agreement, so Purchet cannot refund it.

A host must file a damage report through the Resolution Centre before keeping any part of a deposit. You will be notified and can confirm or dispute the report. If a host keeps a deposit without doing so, or you dispute the report and cannot agree, open a support ticket and we will help where we can.

8. Viewing Fees

A fee paid to book a viewing is for the host's time. If a viewing you paid for does not take place because the host cancelled or did not attend, contact support and we will review a refund.

9. For Hosts

• Accept or decline every booking within 20 hours. A booking you do not answer is refunded to the tenant and the room is released.
• Declining a paid booking refunds the tenant in full.
• When a tenant is refunded for a payment you have already received, your share of that refund is owed back and may be recovered from your future earnings on Purchet. Purchet returns its own service fee on the refunded amount.
• If you need to cancel a booking you have already accepted, contact support straight away. The tenant will be refunded, and repeated cancellations may lead to a listing being suspended.

10. Contact

• For anything about a specific booking, open a support ticket from your account so that we have the booking in front of us.
• Email: hello@purchet.com
• Phone: +233 20 010 1594