Refund Policy

1. OVERVIEW AND SCOPE

1.1 What this Policy covers

This Policy applies to payments processed through the Xelfcon Platform, namely: rental payments, commitment fees, tenancy renewal payments and the associated admin fee, and advertising or promotion fees. It forms part of the Xelfcon Terms of Service, and capitalised terms have the meanings given there.

1.2 What this Policy does not cover

This Policy does not apply to, and Xelfcon has no ability to refund, hold, recover, or intervene in relation to: Payments to caretakers. Caretaker fees are agreed and settled entirely between the property owner and the caretaker, outside the Platform. See Section 8. Security deposits, caution fees, agency fees, legal fees, service charges, utility payments, and any other amount paid directly between members and not processed through the Platform. Any payment made off-platform , including a payment made in cash, by direct bank transfer, or through any channel other than Xelfcon checkout. Such payments carry none of the protections described in this Policy. Amounts owed between members under a tenancy or caretaking arrangement, such as arrears, damage claims, or compensation. Those are matters between the members concerned.

1.3 Summary table

Payment type — Held? — When a refund is available — When it is not.

Rental payment — Yes, held 7 days on the landlord's pending balance — Automatically and in full if the landlord terminates the contract within the 7-day cooling-off window — After the 7-day window has passed, including if the landlord later terminates.

Commitment fee (5%) — No, not subject to the 7-day window — Where the committed unit lapses after 5 days without acceptance; or where the arrangement is not completed and a refund is shown as available for that transaction in the app — Once the landlord accepts you as a tenant. Also where Xelfcon's review indicates that terms were reached (Section 6.4).

Renewal admin fee (1%) — No — Only where charged in error or duplicated by a confirmed system fault — Once the renewal payment has been processed.

Promotion / advertising fee — No — Where a paid promotion fails to run because of a confirmed Xelfcon system error — refund or credit at our option — Once the campaign has started, including where results fall short of expectation.

Caretaker payment — Not processed by Xelfcon — Never through Xelfcon; settle directly with the other party — Always outside this Policy.

2. THE SEVEN-DAY COOLING-OFF PERIOD (RENTAL PAYMENTS ONLY)

2.1 How the hold works

Whenever a rental payment is made through the Platform, the funds are credited to the landlord's pending balance and held there for seven (7) days before moving to the landlord's main (withdrawable) balance . During those seven days the landlord cannot withdraw that rental payment.

2.2 Why it exists

The holding period is a fraud-reduction and dispute-reduction measure. It gives a short window in which a payment can be reversed if the arrangement collapses immediately. It is not an escrow, a trust, an insurance product, a guarantee, or a promise that the property, the landlord, or the arrangement is genuine or satisfactory. You must still carry out your own physical inspection and due diligence before paying rent, as required by the Terms of Service.

2.3 What it does not cover

The seven-day cooling-off window applies to rental payments only . Commitment fees, renewal admin fees, promotion fees, and off-platform payments are not covered by it.

2.4 When the clock starts

The seven-day period runs from the date and time the rental payment is successfully processed, as shown in the transaction record in the app. Periods are calculated in calendar days.

3. REFUND WHERE A LANDLORD TERMINATES WITHIN SEVEN DAYS

If the landlord terminates the contract within seven (7) days of the rental payment, Xelfcon's system automatically processes a full refund of that rental payment to the tenant . The pending rental amount is returned to the tenant and is not transferred to the landlord's main balance. You do not need to submit a separate refund request for this. The refund is triggered by the termination event itself. This automatic termination refund applies to rental payments only . It does not apply to commitment fees, and it does not entitle either party to compensation for any other cost, such as moving expenses, inspection travel, agency costs, or lost opportunity.

4. NO RENTAL REFUND AFTER SEVEN DAYS

Once the seven-day cooling-off window has passed, the rental payment is no longer refundable through Xelfcon , including if the landlord later terminates the contract. At that point the rental funds move from the landlord's pending balance to the landlord's main balance and become available for withdrawal, subject to any other wallet clearance rules shown in the app. After that point, any claim about rent, refund, apportionment, or return of money is a matter between the tenant and the landlord under their tenancy arrangement and applicable tenancy law. Xelfcon is not a party to it, will not adjudicate it, and cannot recover or reverse funds already released.

5. COMMITMENT FEES

5.1 What a commitment fee is

A commitment fee of five per cent (5%) of the advertised rent, or such other amount as is displayed at checkout, locks a vacancy to you while your enquiry is processed and opens the inbox between you, the landlord and any hired caretaker. Where onboarding completes, the commitment fee forms part of your rent as shown for that transaction in the app. The commitment fee is a platform fee charged and retained by Xelfcon . It is not a deposit, is not held in escrow or on trust for you or for the landlord, and is not paid to the landlord.

5.2 A commitment fee is not a tenancy

Paying a commitment fee does not oblige a landlord to accept you, to hold the unit beyond the hold period, or to grant you a tenancy. The landlord may decline your enquiry or accept another applicant.

5.3 Commitment fees and the seven-day rule

Commitment fee refunds do not fall under the seven-day rental cooling-off rules, and commitment fees are not automatically refunded under the landlord contract-termination flow that applies to rental payments within seven days.

5.4 When a commitment fee is refundable

Lapse after five days. A committed unit is held for five (5) days. If the landlord has not accepted you within that period, the hold lapses, the unit returns to the marketplace as available, and you become eligible to apply for a refund of the commitment fee, subject to Section 6. Arrangement not completed. If your arrangement with the landlord is not completed, the commitment fee may be refundable as shown for that transaction in the app. Duplicate or erroneous charge. If you were charged more than once for the same enquiry, or charged as a result of a confirmed system fault, we will refund the excess. Fraudulent or non-existent listing. If we determine on review that a listing was fraudulent, that the unit does not exist, or that the landlord had no right to let it, we will refund the commitment fee and take action against the account concerned.

5.5 When a commitment fee is not refundable

ONCE A LANDLORD ACCEPTS YOU AS A TENANT, THE COMMITMENT FEE IS NOT REFUNDABLE. ACCEPTANCE IS THE POINT AT WHICH THE FEE HAS DONE WHAT IT WAS PAID FOR. A commitment fee is also not refundable where you simply change your mind after acceptance, where you decline a unit that was accurately described, where you fail to attend a scheduled inspection, where you become unresponsive in the inbox, or where you breach the Terms of Service in connection with the enquiry.

6. XELFCON'S REVIEW AND DISCRETION

6.1 The discretion

Where a commitment fee refund is requested, we review the records available to us, including inbox communications, timestamps, inspection scheduling, location sharing, transaction records, and information supplied by the parties.

6.2 Refusal where terms were reached

WE HAVE THE DISCRETION TO DENY A REFUND WHERE, AFTER REVIEW, WE DETERMINE THAT MEANINGFUL COMMUNICATION WAS ESTABLISHED BETWEEN THE PARTIES AND THAT THERE IS INDICATION THAT GOOD TERMS WERE REACHED BETWEEN THE LANDLORD AND THE APPLICANT, OR BETWEEN THE APPLICANT AND THE HIRED CARETAKER ACTING FOR THE PROPERTY. IN THAT SITUATION THE COMMITMENT FEE HAS PERFORMED ITS FUNCTION AND WILL NOT BE RETURNED.

6.3 How we exercise discretion

We exercise this discretion reasonably and on the basis of the records available to us. We will tell you the outcome and the broad reason for it. We are not obliged to disclose another member's private information, our internal fraud-detection signals, or our full reasoning.

6.4 What a refund decision is not

A refund decision by Xelfcon is an administrative decision about a platform fee. It is not a finding of fact, an adjudication of any dispute, a determination of legal fault or liability, or a judgment about either party's conduct. It does not prevent either member from pursuing the other through the courts or any other lawful route, and it does not make Xelfcon a party to their dispute.

6.5 Asking us to look again

If you believe a decision was made on incomplete information, email support@xelfcon.com within fourteen (14) days of being notified, with your account email, payment reference, property or vacancy details, and any additional evidence. We will review once. Our decision after that review is final as regards the platform fee.

7. RENEWALS AND THE 1% ADMIN FEE

On every tenancy renewal, a one per cent (1%) admin fee is charged on the tenant's renewal payment before the landlord receives their share. After the fee is deducted, the landlord's portion is credited immediately to the landlord's balance according to the renewal payment flow in the app. The renewal admin fee is non-refundable once the renewal payment has been processed. It is refundable only where it was charged in error, charged twice, or charged as a result of a confirmed system fault. The seven-day cooling-off hold does not apply to the admin fee. Whether the underlying renewal payment itself is held is as shown in the app for that transaction.

8. CARETAKER PAYMENTS

XELFCON DOES NOT PAY CARETAKERS AND DOES NOT PROCESS, HOLD, ESCROW, GUARANTEE, OR REFUND ANY PAYMENT TO A CARETAKER. The rate, structure, timing and method of any payment to a caretaker are agreed directly between the caretaker and the property owner and are settled entirely outside the Platform. Any rate shown on a caretaker profile is indicative information supplied by that caretaker; it is not a price set, held, or guaranteed by Xelfcon. Accordingly, Xelfcon cannot and will not refund, recover, reverse, withhold, or make good any amount in connection with a caretaker engagement, including where a caretaker is not paid, is paid late or in part, is removed by the landlord, declines or ignores a hire request, fails to attend, or performs poorly. Disputes about caretaker payment or performance are entirely between the caretaker and the property owner. A caretaker is not an agent, employee or representative of Xelfcon, and acts at their own risk and at the risk of the party engaging them.

9. ADVERTISING AND PROMOTION FEES

Fees paid to boost or advertise listings are non-refundable once the campaign or promotion has started. Promotion improves visibility within the marketplace; it does not guarantee impressions, enquiries, applications, acceptances, occupancy, revenue, or

any other outcome, and a result that falls short of your expectation is not a ground for refund. If a paid promotion fails to run because of a confirmed Xelfcon system error, contact support@xelfcon.com and we will review the matter and, at our option, issue a refund or a platform credit of equivalent value. Where a campaign ran in part, any refund or credit will be pro-rated to the unserved portion.

10. HOW REFUNDS ARE PROCESSED

10.1 Automatic rental refunds

Eligible rental refunds within the seven-day window are processed automatically by our system when the landlord terminates the contract. You do not need to submit a separate refund request for that termination.

10.2 Everything else

For a commitment fee refund, or for a rental refund that did not appear after a qualifying termination, open More → Contact support in the app, or email support@xelfcon.com with: your account email; the payment reference or transaction ID; the property, unit or vacancy details; the date and amount of the payment; and a short description of what happened. Requests should be submitted within thirty (30) days of the payment or of the event giving rise to the claim. We may ask for further information and may decline a request we cannot verify.

10.3 Method of refund

Refunds are credited to your Xelfcon wallet or returned to the original payment method, at our option and in accordance with our payout rules and your payment provider's requirements. We do not refund to a different person, account, or payment method from the one used to pay, except where a payment provider requires it.

10.4 Processing time

System-processed rental refunds made within the seven-day cooling-off period are credited to your Xelfcon wallet or original payment method according to our payout rules and your payment provider's timelines. Pending holds and clearance times shown in the wallet still apply where stated for your transaction. Once we have released a refund, the time it takes to appear in your bank or card account is determined by your payment provider and is outside our control. Currency conversion, where it applies, is carried out at a rate determined by us or our payment partners, so an amount refunded in a different currency may not exactly match the amount originally paid.

10.5 Fees and deductions

Where a refund is issued, non-recoverable third-party payment processing charges may be deducted where the law permits and where this is disclosed in the app for that transaction. We will show the net amount before the refund is confirmed.

11. FRAUD, ABUSE AND CHARGEBACKS

We may decline, delay, reverse, or claw back a refund where we reasonably believe that a request is fraudulent, is based on false information, involves collusion between members, is an attempt to obtain a unit or a fee advantage improperly, arises from a payment made off-platform contrary to the Terms of Service, or forms part of a pattern of repeated commitment-and-cancel behaviour. We may also suspend or close accounts and report matters to payment providers and to the relevant authorities. If you believe a refund is due, contact us before initiating a chargeback with your bank or card issuer. Initiating a chargeback for a payment for which a refund is available under this Policy, or in bad faith, is a breach of the Terms of Service, and we may recover the amount and any associated fee from your balance or by other lawful means.

12. YOUR STATUTORY RIGHTS

Nothing in this Policy excludes, restricts, or affects any right or remedy you have under law that cannot lawfully be excluded or restricted, including any statutory right you have as a consumer under the Federal Competition and Consumer Protection Act 2018 in Nigeria, under the Consumer Rights Act 2015 and related legislation in the United Kingdom, or under any equivalent law applying where you live. Where this Policy gives you more than the law requires, the more generous position applies.

13. CHANGES TO THIS POLICY

We may update this Policy. When we do, we will change the "Last updated" date and post the revised version on the Platform, and where a change is material we will give notice by email or in-app notification before it takes effect. Changes do not apply retrospectively to transactions already completed before the effective date; the version of this Policy in force at the time of your

payment governs that payment.

14. CONTACT

Questions about this Refund Policy can be sent to support@xelfcon.com , or raised through More → Contact support in the app. We aim to respond within one to two business days. Xelfcon Refund Policy — Last updated 31 July 2026. This Policy forms part of the Xelfcon Terms of Service and should be read alongside it and the Xelfcon Privacy Policy. Xelfcon Limited (England and Wales), company number 17356543. Xelfcon Limited (Nigeria), RC 9720868, TIN 2622937879210.