Refunds & Returns Policy

Rivl does not sell physical products and does not operate a returns warehouse. There is no merchandise return process because there is no Rivl-fulfilled product shipment.

Any deposits, rent, agency fees, viewing fees, or other amounts paid directly to an independent provider are outside Rivl’s payment flow and must be resolved with that provider under their own terms.

After Rivl reviews a request and is ready to begin matching, we may ask for a GH₵50 Search Commitment. This is Rivl’s matching fee — not rent, not a deposit, and not the provider’s agency commission.

Payment is collected by Rivl via Paystack. Rivl does not collect these funds on behalf of providers and does not split the Search Commitment to provider wallets.

If Rivl is unable to provide a suitable verified match based on your request within our search period, the GH₵50 Search Commitment is refunded in full.

You may ask Rivl to cancel an active request. If you cancel after paying the Search Commitment but before Rivl has provided a suitable verified match, contact support — we will review in good faith whether a refund applies based on work already performed and whether matching had begun.

Rivl may close or cancel requests that are inactive, unrealistic, abusive, or otherwise unsuitable for matching under our Terms and Acceptable Use Policy.

Agreements about rent, deposits, agency fees, viewings, and property condition are between the requester and the independent provider. Rivl is not a party to those agreements, does not hold escrow for them, and is not liable for disputes arising from them.

If your issue relates to Rivl’s matching service or Search Commitment payment status, contact Rivl support and we will investigate.

Email support@rivl.africa or WhatsApp +233 59 235 3327 with your request reference (if available), phone number used on Rivl, and a short description of the issue. Our team will respond with next steps.

Questions: support@rivl.africa or +233 59 235 3327.