Refund Policy

1. Rent and tenant payments

A tenant's rent can reach a landlord in one of two ways, and which one applies changes how a refund request is handled:

Separately, if you paid NyumbaniFlow for your own subscription to the software, that's a different kind of payment entirely — see Section 4.

2. Payments processed through NyumbaniFlow

When a tenant pays rent or a utility bill by M-Pesa, MTN MoMo, or Airtel Money through NyumbaniFlow, depending on how that payment method is configured, the funds either settle directly to the landlord's own mobile money till or account, or are processed through a NyumbaniFlow-administered account before being paid out to the landlord.

Which of those applies determines who a refund request actually involves. For a successful, correctly-processed payment where funds went straight to the landlord, a request to get that money back is a matter between the tenant and the landlord. Where NyumbaniFlow held the funds before payout, we are able to issue the refund directly. Contact us (Section 6) with the transaction details and we'll confirm which applies and take it from there.

If the payment itself was faulty — charged twice, charged the wrong amount, or deducted without completing — that's a payment reversal, not a rent refund. See Section 5.

3. Direct payments to landlords

NyumbaniFlow does not hold a tenant's funds in this payment flow. When a tenant pays a landlord directly and logs it in the app, that record only affects the tenant's balance once the landlord confirms it.

Any refund or repayment between the tenant and landlord for a direct payment is handled between those two parties. NyumbaniFlow's role is limited to maintaining the payment record according to its confirmation, dispute, or rejection process — a landlord disputing or rejecting a reported payment updates that record, but does not itself move any money.

4. NyumbaniFlow subscription fees

This section is different from Sections 2 and 3: it covers what a landlord pays NyumbaniFlow directly for their software subscription (e.g. Basic or Pro plans, at KSh 1,000 or 2,500), not rent or tenant payments.

Because NyumbaniFlow is the direct recipient of a subscription payment, refund requests for a subscription charge are handled by us directly, considered on a case-by-case basis. [Describe your actual eligibility window here — e.g. whether a refund is available within N days of billing, whether partial/unused periods are prorated, and whether downgrading instead of refunding is offered.]

5. Duplicate or erroneous payments

This covers a payment that went wrong technically — not a tenant simply wanting rent money back. Examples: a mobile money charge that was submitted twice, a payment that deducted funds but never completed, or an amount that was clearly incorrect due to a system or input error.

• For mobile money payments (Section 2): we’ll help you gather the transaction details needed. If the funds settled directly to the landlord’s account, the reversal follows the mobile money provider’s own process; if NyumbaniFlow held the funds before payout, we can action the reversal directly — contact us and we’ll confirm which applies.
• For direct payments (Section 3): contact the landlord directly, since NyumbaniFlow only holds the record, not the funds.
• For a subscription charge (Section 4): contact us directly — we can correct or reverse a billing error on our end.

6. How to request a refund

To request a refund or report a payment issue, email us with:

• The phone number or email associated with your NyumbaniFlow account
• Which type of payment it involves — rent/utility (mobile money or direct), or a NyumbaniFlow subscription charge
• The transaction reference or receipt number, if you have one
• A short description of what went wrong

[email protected]

7. Refund processing

How long resolution takes depends on which case above applies:

• A mobile money reversal (Section 2 or 5) that follows the provider’s own process runs on that provider’s timeline — NyumbaniFlow doesn’t control how quickly M-Pesa, MTN MoMo, or Airtel Money process it. A reversal issued directly by NyumbaniFlow (where we held the funds) follows our own processing timeline instead.
• A repayment between tenant and landlord (Section 3) is arranged directly between those two parties, on whatever timeline they agree.
• A NyumbaniFlow subscription refund (Section 4), once approved, is processed within [N business days] to the original payment method.

8. Contact

Questions about a payment or this policy? Reach us at: