Refund & Cancellation Policy / Gusubizwa amafaranga
Free listings: creating a property listing costs 0 RWF. No listing-payment refund is applicable.
Paid services: before any payment is offered, the customer should see the service, applicable price, and whether the request has been accepted. A request to cancel or be refunded should include the service reference, payment reference, payment date and contact information.
Review: Citizen Broker Ltd reviews duplicate charges, unfulfilled service, incorrect charges and failed payment confirmations individually. Any refund is subject to the service actually provided, written service terms, applicable Rwandan law and settlement/provider rules. We do not guarantee an unconditional refund or an instant refund before review.
Disputes: contact +250 788 363 216. Please never send mobile-money PIN, OTP or card security code. Refunds, if approved, are made through a verified lawful payment channel. Confirmed sale/purchase funds and property deposits are outside these marketplace service-fee terms unless a separate written agreement governs them.
At present, automated MTN MoMo, Visa and Mastercard collection on the website remain disabled pending provider approval and tests. The proposed settlement account is Equity Bank Rwanda 4015201347123 (CITIZEN BROKER), subject to bank and payment-provider verification. This is not a request for manual payment.
Effective 9 November 2026. Any finalized refund promises and response timelines should be validated and approved by company management before real payments begin.