Refund Policy

1. Scope

This policy explains when and how Taartu Homes refunds fees paid to TAARTUSTREETS TECHNOLOGIES LIMITED ("Taartu", "we"). It covers landlord subscriptions and Taartu service fees only. Rent payments made by tenants flow directly to the landlord's own M-Pesa PayBill/Till or bank account, Taartu never receives or holds rent funds, so we are not in a position to refund rent. Disputes about rent must be resolved directly between the tenant and the landlord.

2. Free Trial

New landlord accounts receive a 3-month free trial. No payment is required during the trial, and you may cancel at any time before the trial ends with no charge.

3. Subscription Fees

Subscription fees are billed monthly or annually in advance based on the active unit count on your account.

• Monthly subscriptions: fees are non-refundable for the current billing period. You may cancel at any time; access continues until the period end, after which no further charges apply.
• Annual subscriptions: if you cancel within 14 days of the initial annual charge, we will refund the unused portion on a pro-rata basis. After 14 days, annual fees are non-refundable except as required by Kenyan law.
• Service interruptions: if Taartu is unavailable for more than 24 consecutive hours within a billing period due to our fault, we will issue a pro-rata service credit to your next invoice on written request.

4. Platform Service Fees

Where Taartu charges a per-transaction service fee on a direct rent payment, this fee is collected only after the underlying rent payment is confirmed by the landlord. If a confirmed payment is later reversed or disputed, the corresponding service fee will be automatically reversed.

5. Refund Process

To request a refund or service credit eligible under this policy:

1. Email billing@taartuhomes.com from the address associated with your account.
2. Include the transaction reference, date, amount, and a brief reason.
3. We acknowledge within 2 business days and resolve eligible requests within 14 business days. Approved refunds are returned to the original payment method (Paystack card refund or M-Pesa reversal); processor timelines vary.

6. Statutory Rights

Nothing in this policy limits your rights under the Kenya Consumer Protection Act, 2012 or the Kenya Data Protection Act, 2019.

7. Questions

Billing questions: billing@taartuhomes.com. General support is on our contact page.