Refund Policy

Last updated: 29 July 2026 · YM PropertyPath · P.O. Box 180544, Kampala, Uganda

This Refund Policy explains when money or credits on PropertyPath may be returned, reversed, or re-credited. It forms part of our Terms of Service. Payment rails (Mobile Money, cards, bank) may add network fees or settlement delays outside our control.

1. Scope

This policy covers:

Wallet top-ups and withdrawals
Rent escrow and placement / booking fees
Sale escrow
Contractor & marketplace jobs
Subscriptions, featured listings, and promotional boosts
Security deposits held in-wallet (where applicable)
PropertyPath Points (PPP / PPC) and non-cash rewards

PropertyPath is a technology intermediary. We do not refund rent or sale purchase prices paid entirely off-platform. Disputes between landlords, tenants, buyers, sellers, and contractors are primarily between those parties; we provide tools and, where funds are in escrow, process releases and refunds according to the rules below.

2. General principles

Escrow-first: Where funds are held in PropertyPath escrow, refunds follow the escrow outcome (approve / reject / dispute).
Completed digital products: Fees for services already fully delivered (e.g. featured placement days already run, consumed AI credits, closed marketplace jobs after release) are generally non-refundable.
Provider rails: Refunds to MoMo, Airtel Money, Visa/Mastercard, or bank may take 1–14 business days after we initiate them, depending on the provider.
Currency: Refunds are made in UGX (or the currency of the original charge) to the original method or to the user’s PropertyPath wallet when a rail refund is not available.
Fraud & abuse: We may refuse or reverse refunds where we reasonably suspect fraud, chargeback abuse, or Terms violations.

3. Wallet top-ups

Unused wallet balance (funds you loaded but have not spent) may be withdrawn to your linked MoMo, Airtel, bank, or card destination subject to identity checks, minimum thresholds, and any frozen amounts (e.g. open escrow or dispute holds).

Top-ups that failed on the provider side and never credited your wallet should be raised with support within 7 days with the provider reference. Successful top-ups that credited your wallet are not “cancelled” as a purchase; use withdraw instead.

4. Rent escrow & placement fees

4.1 Rent held in escrow

When a tenant books or pays rent through PropertyPath:

Gross rent is held as admin escrow for review (target SLA: 72 hours).
If admin approves: platform retains the disclosed fee (typically 10%); landlord/agent receives the net (typically 90%). That platform fee is not refundable after a successful release.
If admin rejects: the full gross rent is refunded to the tenant’s wallet (or original rail when configured). This is the primary tenant protection for rejected escrow.

4.2 Placement / booking fees

Placement or booking fees charged at conversion (short stay, co-living, first booking, etc.) are:

Refundable if the booking is cancelled by PropertyPath or the listing is removed as invalid before the stay/start date, or if rent escrow for the same booking is fully rejected under 4.1.
Non-refundable once the stay has started, keys/access have been granted, or the placement service has been fully delivered as disclosed at checkout—except where required by law or where we determine a material platform error.

5. Sale escrow

Buyer funds held for a property sale remain in escrow until ownership-transfer proof is accepted. If a sale is cancelled under platform rules before release, funds return to the buyer (minus any disclosed non-refundable facilitation fee only if that fee was earned under a separate written schedule). After funds are released to the seller on valid proof, refunds are not available from PropertyPath; parties must resolve bilaterally or via legal process.

6. Marketplace & contractor jobs

While a job is quoted / unpaid: cancel free of charge.
While funds are held for the job and work has not started: payer may cancel; refund to wallet after any minimal processing fee disclosed at payment (if any).
After completion confirmation and payout release to the contractor: labour amount and platform commission are generally non-refundable. Workmanship disputes should use in-app support/mediation; chargebacks for completed work may lead to account limits.
If PropertyPath determines the contractor abandoned the job or committed fraud, we may reverse unreleased holds and refund the payer, and withhold contractor payouts.

Materials purchased outside PropertyPath are never refunded by us.

7. Subscriptions, featured listings & advertising

Unused paid plan period: You may cancel future renewals anytime. Partial-month refunds for SaaS seats (Agent Pro, Brokerage, Landlord Pro, etc.) are discretionary within the first 7 days of a new paid period if you have not used premium automation features in a material way.
Featured listings / homepage / ad boosts: Once the campaign has started and impressions/placement have begun, fees are non-refundable. If the campaign never started due to our error, we re-credit wallet or re-run the campaign.
AI credit packs: Unused credits may be retained on the account; cash refund of purchased AI packs is not offered after delivery of credits to the account, except for clear billing error.

8. Security deposits

Where a refundable security deposit is stored in the PropertyPath wallet under a digital lease:

Release follows the lease and move-out inspection process.
Target: refund remaining deposit to the tenant within 15 days after move-out inspection is completed and undisputed amounts are cleared (damage deductions documented).
Disputed deductions stay held until resolved between parties or via platform mediation tools.

9. PropertyPath Points (PPP / PPC)

PPP is a loyalty/rewards currency, not cash. Points earned or redeemed (featured boosts, AI packs, subscription discounts, advertising credits, marketplace discounts, verification waivers, fee reductions) are generally non-refundable for cash. Admin-approved rent-discount redemptions follow the approval decision. We may reverse points obtained by fraud or error.

10. How to request a refund

Open your role dashboard → Wallet / Payments → related transaction, or email operations@property-path.com.
Include: account phone, transaction reference / booking or job ID, amount, date, reason, and screenshots if useful.
We aim to acknowledge within 2 business days and decide standard cases within 7 business days (complex escrow disputes may take longer).

Chargebacks filed with your bank or MoMo provider without first contacting us may delay resolution and can result in temporary wallet freezes while we investigate.

11. Non-refundable situations (summary)

Platform fee on successfully released rent escrow
Marketplace commission after successful job completion and payout
Featured/ad campaigns that already ran
Off-platform payments never received by PropertyPath
Losses from title defects, bad tenants, or contractor quality where escrow already released under valid confirmation
Taxes, third-party network fees, and FX spreads charged by payment partners

12. Changes

We may update this policy; the “Last updated” date will change. Material changes affecting active paid subscriptions will be notified in-app or by email/SMS where required.

13. Contact

Operations / refunds: operations@property-path.com
Legal: same inbox with subject “Legal – Refunds”
Address: YM PropertyPath, P.O. Box 180544, Kampala, Uganda