Refund Policy
Last updated: August 1, 2026
1. Summary
Payments to Midnight Estates are final. Every paid feature we offer is a digital service that is delivered to you immediately or reviewed by our team as soon as you pay, so there is nothing to return and no delivery to cancel. Please read this policy in full and make sure you have selected the right package before you confirm any M-Pesa payment. By completing a purchase you confirm that you have read, understood, and accepted this policy.
2. What this policy covers
This policy applies to every paid feature on Midnight Estates: VIP and VVIP memberships, profile badges (Verified and Recommended), listing verification, premium listing placement, and sponsored posts on the Looking For board. It applies to purchases made in the Midnight Estates mobile app and on midnightestates.com. It does not cover money you pay to another user, an agent, a landlord, or a company — we are a marketplace and are not a party to those transactions.
3. All purchases are final
Except where this policy expressly says otherwise, or where a refund is required by mandatory provisions of Kenyan law, all fees are non-refundable and all sales are final. This includes purchases you later decide you no longer need, purchases made by mistake, packages bought at the wrong tier or duration, and time remaining on a paid period you stop using. We do not offer partial, pro-rata, or unused-time refunds.
4. VIP and VVIP memberships — strictly non-refundable
All VIP and VVIP subscriptions grant immediate access to exclusive property listings. Due to the nature of digital content delivery, once a subscription is activated, it is strictly non-refundable. Activation happens the moment your payment is confirmed, at which point the private board, its off-market listings, and the members-only requests feed are open to you. Because that content cannot be un-viewed or returned, the full value of the membership is considered delivered at activation — whether or not you go on to browse, enquire, or transact. This applies equally to new memberships, renewals, and upgrades from VIP to VVIP.
5. Profile badges — strictly non-refundable
Verified and Recommended badges are promotional placements, not outcomes. Once a badge is live on your profile it immediately begins working for you: your profile ranks and presents differently, and buyers, renters, and other users see and act on that signal. The benefit is realised continuously from the moment the badge appears, and it cannot be withdrawn retroactively once other users have seen and relied on it. For that reason badge fees are non-refundable, and we do not refund a badge because you have since let, sold, or withdrawn the property, because you have completed the transaction the badge helped you win, or because you no longer wish to appear on the platform. A badge that has done its job is not an unused purchase.
6. Listing verification — non-refundable
The listing verification fee pays for the work of reviewing your submission: our team examines your ownership documents and cross-checks them against the relevant records. That work is performed whether or not the outcome is the one you hoped for, and it begins as soon as your payment is confirmed. The fee therefore buys the review, not a guaranteed badge, and it is not refundable once the review has started.
7. Premium placement and sponsored posts — non-refundable
Premium listing placement and sponsored Looking For posts are advertising. Once the placement goes live, the impressions it earns cannot be recovered or resold, so the fee is non-refundable from the moment the boost begins. Placements run for the duration shown at purchase; if you delete, close, or withdraw the underlying listing or post before that period ends, the remaining time is forfeited and no credit is issued.
8. If we decline your request
Verification, badge, and sponsorship purchases are reviewed by our team before they go live. If we decline your request, the fee is not automatically refunded, because the review work has already been carried out. Instead you may re-submit the same request once, free of charge, within 30 days of the decision, addressing the reasons given in the reviewer's notes. If we decline a request for a reason that is our fault rather than yours — for example we cannot process it because of a fault in the Service — contact us and we will restore the paid request or issue a credit.
9. When we do refund
We will always put right a billing error. Contact us at info@midnightestates.com within 14 days and we will refund, in full, any payment that was: charged more than once for the same purchase; taken but never applied to your account; taken for a feature you did not authorise; or taken after you had already cancelled a renewal. These are the only circumstances in which we refund as a matter of course, and they exist because in each case you were charged without receiving what you paid for.
10. Cancelling a recurring purchase
You can stop a membership or placement from renewing at any time from your account. Cancelling stops future charges only — it does not refund the current period, and your access continues until the paid period ends. To avoid being charged again, cancel before the renewal date shown on your account.
11. Failed, delayed, and duplicate M-Pesa payments
Payments are processed by Safaricom M-Pesa. If a payment prompt fails, expires, or is cancelled on your phone, no money is taken and nothing is charged. If money leaves your account but the feature does not activate within one hour, do not pay again — send us your M-Pesa confirmation code at info@midnightestates.com and we will trace it and either activate the feature or refund you in full. If you pay twice for the same purchase, tell us and we will refund the duplicate.
12. Suspension, termination, and breach
If we suspend or close your account because you have breached our Terms of Service — for example for fraudulent listings, misrepresentation, or abuse of other users — any fees you have paid are forfeited and will not be refunded. Removing a paid feature is part of enforcing those Terms, not a cancellation of your purchase.
13. Chargebacks
If you dispute a charge with your payment provider instead of contacting us first, we may suspend your account and any paid features on it while the dispute is investigated. We would much rather resolve the problem directly, and we ask that you contact info@midnightestates.com before starting a chargeback — most issues are settled the same day.
14. Price and package changes
We may change our prices or the contents of a package at any time. Changes take effect for new purchases and renewals only, and never alter a period you have already paid for. If we materially reduce what an active paid feature provides, you may contact us for a pro-rata credit for the remaining period.
15. Your statutory rights
Nothing in this policy limits or excludes any right you have under mandatory Kenyan consumer law, including the Consumer Protection Act, 2012. Where such a law gives you a right to a remedy that this policy does not, that law prevails. This policy applies to the fullest extent permitted, and no further.
16. Contact us
For any question about a payment, a refund, or this policy, contact info@midnightestates.com or call +254715855858. Please include your account email and, where relevant, the M-Pesa confirmation code, so we can find your payment quickly. We aim to respond to every billing enquiry within two business days.