Refund & Cancellation Policy

When you pay rent, the money is not sent to the landlord immediately. ZamoRent holds it for 24 hours. During that window you can raise a dispute from your dashboard, giving the reason — for example the property is not as described, the landlord will not hand over keys, or the listing turns out not to be theirs to let.

Our team reviews the dispute and decides. If it is resolved in your favour you are refunded, in full or in part depending on what is found, and the listing goes back on the market. If it is resolved in the landlord's favour the payment is released to them.

Once the 24 hours pass with no dispute raised, the payment is released to the landlord automatically and this policy no longer applies — from that point the tenancy is between you and the landlord, and any dispute is a matter for the two of you or the courts.

Deposits on properties for sale are never released automatically. They are held while our team verifies the title deed and the transaction, and released to the seller only once that check is complete and both parties confirm. If verification fails, or the sale does not proceed for a reason attributable to the seller, the deposit is refunded in full.

A short-stay booking (lodge, hotel, guest house or serviced apartment) is paid at the time of booking and held by ZamoRent, not passed to the host.

Either you or the host may cancel for a full refund at any point until the payment is released, which is 24 hours after your check-in date. That covers a host declining your booking, a host cancelling later, and you changing your plans. If the host declines, you are refunded automatically — you do not need to ask.

After the payment has been released to the host, cancellation no longer produces an automatic refund and any further arrangement is between you and the host directly.

Promotions bought by landlords to feature a listing are not refundable in cash. The promotion begins as soon as your payment clears and the price is for the package as a whole.

If your listing leaves the market before the promotion ends — because it is rented or sold — the promotion stops there and the unused days are returned to you as promotion credit, calculated at the daily rate you paid. Credit is applied automatically to your next promotion, can cover it in part or in full, does not expire, and can be used on any of your listings.

Promotion credit cannot be converted back into money, transferred to another account, or withdrawn. It can only be spent on promotions.

Report any listing using the flag on the listing page. Confirmed fraud means the listing is removed, the account permanently banned, and every affected payment refunded in full, regardless of the windows described above.

Refunds are returned by mobile money or bank transfer to the payout details saved on your ZamoRent account — not to the card or wallet you paid from, as our payment provider does not support reversing a payment to its original source.

You must have payout details saved for us to refund you. Add them under Payout Details in your dashboard. If a refund is approved and we have nowhere to send it, we will hold it and contact you.

Approved refunds are sent immediately and normally arrive within two hours. Bank transfers can take longer depending on your bank.

Refunds are returned less any payment processing costs already incurred, which are not recoverable once a payment has been taken. Where a refund is the result of fraud, a failure on our part, or a dispute resolved in your favour, ZamoRent absorbs those costs and you are refunded in full.

For rent, deposits and short stays, use the dispute or cancel option on the payment or booking in your dashboard — that is the fastest route and creates a record. If you cannot access your dashboard, or your situation is not covered above, email support@zamorent.com with your payment reference.

We respond to refund requests within one business day. If you are unhappy with a decision, reply to that email and it will be escalated for a second review.