Legal
Refunds & Returns Policy
Last updated 21 September 2026
Rivl Homes is operated by RIVL TECHNOLOGIES LTD. Rivl refunds Rivl Connect when Rivl cannot deliver the connection. Rivl does not refund because the parties ultimately chose not to complete the move. Rivl does not sell returnable physical goods.
Product returns (not applicable)
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, viewing fees, or other amounts paid directly to another person are outside Rivl’s payment flow and must be resolved with that person under their own terms.
App Store and Google Play
If you paid Apple or Google for an app purchase, request a refund through the App Store or Google Play. Those stores control those refunds.
Rivl Connect — the product rule
Rivl Connect unlocks contact and exact location so you can coordinate a handoff on a specific home. It is not rent, not a deposit, and not an agency commission.
Refunds are defined around Rivl’s failure to deliver that connection — not around whether a lease, viewing, or move ultimately finishes.
When Rivl Connect is refundable
Rivl refunds Rivl Connect (cash and applicable Points restoration) when Rivl cannot deliver the connection, including:
- The occupant cancels or stays before you have meaningfully used Connect (for example, contact and exact location were not yet usable for handoff).
- The occupant’s status was materially inaccurate when Rivl unlocked the connection.
- The home is no longer available when you attempt to use the connection.
- A duplicate or technical error where Connect was not actually delivered.
- Rivl incorrectly unlocked a home that was not eligible for Connect.
When Rivl Connect is not refundable
Rivl does not refund Rivl Connect when the connection was delivered and the outcome turns on party choice or third-party decisions, including:
- You change your mind after receiving the connection.
- You do not like the property after viewing.
- You do not like the area after viewing.
- You and the occupant cannot agree on terms.
- The landlord refuses the takeover.
- You find another property.
- You simply do not complete the handoff after receiving the connection.
- The occupant changes plans after you have already meaningfully used Connect.
How refunds are paid
Eligible refunds are processed back through the original payment path (for example Paystack / Mobile Money) or by restoring Rivl Points when Points were applied. Timing depends on Paystack and your payment method.
Some cases — such as the occupant closing handoff while Connect is still unused — may refund automatically in the app. Others are reviewed when you contact support.
How to request a refund
Email support@rivl.africa with the phone number on your Rivl Homes account, any payment reference, and a short description of why Rivl could not deliver the connection. Our team will respond with next steps.
Contact
Questions: support@rivl.africa.