Refund Policy.

This Refund Policy explains how refunds work across Agent-0, operated by The Architect's Array. It should be read together with our Terms of Service. The short version: booking money sits in escrow until your stay begins, refunds are automatic where a rule applies, and refunded amounts land in your in-app wallet, from which you can withdraw to your bank at any time.

1. How escrow protects your booking

When you pay for a short-let booking, the full amount is held in escrow. It is not released to the realtor until 24 hours after your check-in time, or sooner if you confirm in the app that you have checked in. Until then the money is still under platform control, which is what makes the refunds below fast and reliable, including when you arrive and cannot get in (section 7).

2. Booking refunds

Every short-let listing shows a cancellation policy chosen by the host, on the listing and again at checkout. The policy shown when you book is the one that applies to your booking, even if the host changes it later.

• Free cancellation: cancel any time before check-in and 100% of the stay is refunded to your wallet.
• Standard: cancel more than 1 hour before check-in and a 15% cancellation fee applies, with 85% refunded. Within 1 hour of check-in, a 50% fee applies and 50% is refunded.
• Custom fee: the host sets one cancellation fee between 1% and 99% of the stay, which applies whenever you cancel before check-in.
• Non-refundable: if you cancel, the cost of the stay is not refunded.
• Under every policy: the service fee and your caution deposit are returned in full when you cancel. Cancellation fees are charged on the cost of the stay, including any cleaning fee.
• The realtor declines or cancels: you receive a 100% refund to your wallet, automatically, whatever the listing's policy.
• After check-in time: cancellations are no longer accepted. If you could not get into the property, see arrival protection in section 7.
• Platform cancellation: if we cancel a booking (for example because a listing breached our rules), you receive a 100% refund with no penalty, regardless of timing.

3. Viewings and appointments

Booking a property viewing does not require payment, so there is nothing to refund. If a paid booking was made off the back of a viewing that misrepresented the property, report it to support and we will investigate under our listing rules.

4. Rent payments

Rent paid through Agent-0 goes directly to your landlord's wallet and is recorded against the rent period it covers. Rent is not held in escrow, so it is not automatically refundable. If a rent payment was made in error (wrong amount or duplicate), contact support immediately and we will work with both parties to resolve it. Refunds of rent otherwise require the landlord's agreement or a legal obligation.

5. Wallet withdrawals

Refunds are paid into your in-app wallet. You can withdraw your wallet balance to your verified Nigerian bank account at any time. Withdrawals are processed through our payment processor and normally arrive within minutes; if a transfer fails or stalls, we retry automatically and return the money to your wallet within 48 hours if it cannot be completed.

6. Tokens and subscriptions

• AI tokens are consumed on use. Consumed tokens are not refundable, and unused token balances have no cash value outside the app.
• Realtor subscriptions can be cancelled at any time, which stops future renewals. Fees already paid for the current billing cycle are not refunded.

7. Arrival protection and problems with a stay

If you cannot get into the property, it is not at the listed address, or it is materially different from the listing, tap Report a problem on your booking. You can report from your check-in time until your check-out time, and no later than 24 hours after check-in. We send you a notification at check-in time that says exactly when your window closes.

• A report needs at least one photo taken in the app and your location at the time, so we can see you were at the property.
• Reporting holds the realtor's payout. The realtor is asked to sort it out with you straight away; if they let you in, tap I'm in and the report closes.
• If we uphold your report, the booking is cancelled and you get a 100% refund to your wallet, including the service fee and any caution deposit, whatever the listing's cancellation policy.
• If we do not uphold it, the booking stands and the realtor is paid. Reports we find to be false may lead to restrictions on your account, including having to verify your identity before filing another.
• Once you confirm you are in, or the 24 hours pass, the payout is released. Once check-out has passed, a stay can no longer be reported this way. Problems after that, or that are unsafe, go to support through the app as a dispute.
• Arrival protection covers only payments made through Agent-0. Money sent to a realtor any other way never reaches escrow, so we cannot refund it.

8. How long refunds take

• Wallet refunds: instant once the cancellation is processed.
• Withdrawals to bank: normally within minutes, up to 48 hours in edge cases.
• Support-mediated refunds (disputes, rent errors): we aim to resolve within 5 business days of receiving the complaint.

9. Contact

Questions about a refund? Reach us through Help & Support in the app or email hub@thearchitectarray.com.