Refund Policy

When you are eligible

All of the following refund reasons are accepted within 48 hours of the unlock:

• The address or pin was wrong
• It was already taken
• The owner could not be reached
• It did not match the listing

When you are not eligible

• More than 48 hours have passed since the unlock
• You have already visited the property (location was correct)
• You changed your mind about the area or price
• A third party who is not WetuProperty gave you different information

How to request a refund

1. 1

   Open the unlock in question at /my/unlocks — you have 48 hours from the unlock time.

2. 2

   Tap "Report a problem" and choose the reason that applies.

3. 3

   We review the claim within 4 hours and contact the lister for a response.

4. 4

   If approved, your credit is returned immediately and the unlock is revoked.

5. 5

   If you paid by MoMo or card and would prefer a cash refund, note that in the form — cash refunds are processed within 5 business days.

Seller accountability

Refund rates are calculated monthly per seller. Any seller whose refund rate exceeds 15% is automatically suspended from selling locations. Their listings remain browsable, but the unlock button is disabled. Suspended sellers may appeal by emailing trust@wetuproperty.com.

Credit pack refunds

Credit packs themselves (UGX 5,000 per credit) are not refundable once purchased, except where required by Ugandan consumer protection law. Unused credits are valid for the period stated on the pack (7–180 days). Credits used to unlock a location that results in a successful refund claim are returned to your wallet, not cashed out.