Terms of Service & Platform Policies

3. Acceptable Use Policy

Users and vendors must adhere to strict acceptable conduct standards when utilizing REALEST PROMPT. The following activities are strictly prohibited:

• Listing fraudulent, misrepresentative, or unauthorized real estate properties.
• Impersonating registered realtors, licensed corporate entities, or government agencies.
• Engaging in unauthorized money transmission, financial fraud, or money laundering activities.
• Collecting payments outside of the official REALEST PROMPT secure Paystack checkout workflow.
• Submitting fraudulent, invalid, or unauthorized National Identity Numbers (NIN) or fraudulent land documentation.

Violations may result in listing removal, account suspension, permanent removal from the platform, and reporting to the relevant authorities.

4. Payments & Settlement Policy

Payments on REALEST PROMPT are processed by Paystack using split settlement. We do not operate an escrow service and we do not hold your money at any point.

• How a payment is split: A buyer makes one payment at checkout. Paystack divides that payment at the moment it is made, crediting the vendor's own registered bank account with their share and REALEST PROMPT with its commission.
• No platform-held funds: Because the split happens at the point of payment, REALEST PROMPT never receives, holds, or controls the vendor's share. We cannot delay, freeze, or release it, and no vendor holds a withdrawable balance with us.
• What the buyer pays: The amount charged is the listing price plus the payment-processing fee applied to that transaction. The total is shown before you are taken to the payment provider's checkout.
• Our commission: REALEST PROMPT retains a commission on each completed transaction, calculated as a percentage of the listing price subject to a maximum cap. The applicable rate is shown at checkout.
• Settlement timing: Settlement to the vendor's bank account is performed by Paystack according to their settlement schedule. Timing is determined by the payment provider and the receiving bank, not by REALEST PROMPT.
• Listing reservation: When a buyer begins checkout, the listing is held for a limited period so two buyers cannot pay for the same property at once. This is a hold on the listing only, not on any funds. If the payment is not completed, the hold lapses and the listing returns to the market.
• What a payment does and does not do: Paying through the platform records a transaction between the buyer and the vendor. It does not by itself transfer legal title, complete a conveyance, or create a tenancy. Those steps are completed directly between the parties and their own legal advisers.

Vendors must not solicit or accept payment outside the platform checkout. Doing so removes any transaction record, forfeits any recourse described in section 5, and is a breach of section 3.

5. Refund & Cancellation Policy

Please read this section carefully. Because payments are split and settled directly to the vendor at the point of payment (section 4), REALEST PROMPT cannot unilaterally reverse a completed transaction and does not guarantee refunds. We have no custody of the vendor's share and therefore no ability to return it without the vendor's cooperation or a lawful order.

• Failed or incomplete payments: If a payment does not complete, no transaction is recorded and any amount captured in error is returned by the payment provider through its own processes. This is the only category of reversal that does not require vendor cooperation.
• Refunds of our commission: Where we uphold a complaint against a vendor, REALEST PROMPT may refund the commission portion it received on that transaction. This is the portion within our control and is the limit of what we can return directly.
• Refunds of the vendor's share: Any return of the vendor's share is a matter between the buyer and the vendor. We will request it from the vendor, may facilitate the conversation, may withhold the vendor's access to the platform pending resolution, and may provide the transaction record to either party or to the authorities on request. We cannot compel it.
• No guaranteed timeframe: Where a refund is agreed, timing depends on the vendor, the payment provider, and the receiving bank. We do not offer a service-level guarantee for refund settlement.
• Fees for services delivered: Amounts relating to a service that was actually delivered, such as a completed inspection, are not refundable.

Nothing in this section limits any right you may have under applicable Nigerian consumer protection law, or your right to pursue a vendor directly.

6. Dispute Resolution & Vendor Offboarding

If a buyer and vendor disagree — for example over a misdescribed property, a title issue, or a service that was not delivered — the following applies. Read this alongside section 5: our powers here are over platform access and our own commission, not over money already settled to a vendor.

1. Raising a report: Either party may raise a report from their dashboard or by emailing [email protected]. Raising a report creates a support ticket and an internal record. It does not by itself reverse, hold, or freeze any payment.
2. Review: We review the transaction record, the listing as it was published, the message history held on the platform, and any evidence the parties provide. We aim to make first contact within 5 business days. We are not able to verify legal title, valuations, or events that took place off the platform.
3. What we can do: Remove or suspend a listing; suspend or permanently remove a vendor's account; withhold a vendor's access to the platform; refund the commission portion we received; provide the transaction record to either party or to the authorities.
4. What we cannot do: Recall funds already settled to a vendor's bank account, compel a vendor to refund, adjudicate legal title, or act as an arbitrator whose decision binds either party. Where a matter concerns money already settled or the validity of a property title, it is a dispute between the buyer and the vendor and may need to be pursued through the vendor's bank, the police, or the courts.
5. Repeat misrepresentation: Vendors found to have repeatedly misrepresented properties or identity are permanently removed and reported to the relevant authorities.