HauzHunter - Refund Policy
Last Updated: June 14, 2026 | Effective Date: June 14, 2026
Introduction
This Refund Policy explains when and how refunds are issued on the HauzHunter platform. This policy applies to hunt fees paid by seekers via M-Pesa and should be read together with our Terms of Service and Cancellation Policy.
Company Information:
Name: Kindertec Co Ltd
Email: hauzhunter@kindertec.co.ke
Address: Nairobi, Kenya
1. General Refund Principles
1.1 When Refunds Are Available
Refunds may be issued in the following situations:
- Free Cancellation Period: You cancel before a hunter accepts your hunt
- Hunter Non-Performance: Hunter fails to provide service or is unresponsive
- Technical Issues: Payment processing errors or system failures
- Dispute Resolution: Admin reviews your dispute and rules in your favor
- Force Majeure: Natural disasters, emergencies, or unforeseeable circumstances
1.2 When Refunds Are NOT Available
Refunds will NOT be issued when:
- You have confirmed the hunt was completed satisfactorily
- 30 days have passed after hunter marked completion (auto-complete)
- You cancel for convenience after hunter has started work
- Hunter provided listings matching your requirements (even if you didn't like them)
- You found a property on your own after hunter invested time
- You raise a dispute without valid grounds or evidence
1.3 Refund Philosophy
HauzHunter operates an escrow-based payment system to protect both seekers and hunters:
- For Seekers: Your money is held securely until you confirm satisfaction
- For Hunters: You're guaranteed payment once you complete the work
2. Refund Eligibility by Scenario
2.1 Full Refund (100%)
A. Free Cancellation (Before Hunter Assignment)
- Condition: No hunter has accepted yet
- Process: Cancel via app or email
- Timeline: Refund processed within 5-7 business days
- Automatic: Yes, no admin review needed
B. Hunter Non-Performance or Unresponsiveness
Examples:
- Hunter hasn't responded for 5+ days
- Hunter accepted but never contacted you or searched
- Hunter is behaving unprofessionally
- Hunter provided fake or non-existent properties
Timeline: 5-7 days for admin review + 5-7 days for processing
C. No Hunter Accepts (7-Day Timeout)
- Condition: No hunter accepted within 7 days
- Process: Automatic refund on day 8
- No action needed from you
D. Payment Processing Error
- Your M-Pesa was deducted but hunt didn't activate
- Contact us with M-Pesa confirmation
- Issue investigated within 24 hours
- Refund within 3-5 business days
E. Force Majeure Events
Examples:
- Natural disasters (floods, earthquakes)
- Government lockdowns or curfews
- Serious illness or hospitalization
Timeline: Reviewed within 2 days, refund within 5-7 days if approved
2.2 Partial Refund (40-60% - Future Feature)
Note: Planned but not yet fully implemented
May be offered when:
- Hunter provided partial service but not complete
- Mutual agreement between seeker and hunter
- Hunter deserves payment for initial effort
Example: You paid KES 3,000. Hunter sent a few properties but stopped midway. Admin may award 40% refund (KES 1,200) to you and 60% to hunter.
2.3 No Refund (0%)
A. Hunter Delivered Satisfactory Service
Hunter provided listings that reasonably matched your requirements. Whether you chose one is irrelevant—their job is to find and present options.
B. You Found a Property Independently
Hunter invested time and sent listings, but you found a property through a different source. The hunter still deserves payment for their work.
C. You Confirmed Completion
Once you press "Confirm Completion," payment is final and irreversible.
D. 30-Day Auto-Completion Passed
Hunter marked complete and you didn't respond for 30 days. Hunt auto-completes and you cannot request a refund.
E. Cancelled for Convenience After Work Started
Your circumstances changed but hunter already invested time. Hunter deserves payment.
3. Refund Process
3.1 How to Request a Refund
For Free Cancellations (Before Assignment):
- Open the app, go to "My Hunts," select hunt, tap "Cancel"
- OR email hauzhunter@kindertec.co.ke with hunt details
For Disputes (After Assignment):
- Open the app, go to "My Hunts," select hunt, tap "Raise Dispute"
- Provide detailed reason and upload evidence
- OR email with subject "Refund Request - [Your Phone Number]"
3.2 Refund Timeline Summary
| Refund Type | Admin Review | Processing | Total Time |
|---|---|---|---|
| Free Cancellation | 0 days (instant) | 5-7 days | 5-7 days |
| Dispute-Based | 5-7 days | 5-7 days | 10-14 days |
| Technical Issue | 1-2 days | 3-5 days | 4-7 days |
| Force Majeure | 1-3 days | 5-7 days | 6-10 days |
3.3 Refund Method
All refunds are issued via M-Pesa
- Refunds go to the phone number used for payment
- No cash refunds or bank transfers
- No alternative accounts (for security reasons)
- M-Pesa refunds typically appear instantly or within 24 hours
If Your Phone Number Changed:
Email us with:
- Original M-Pesa transaction confirmation (screenshot)
- Explanation of why number is no longer accessible
- New phone number (verified in your account)
- Government ID to verify identity
4. What Is NOT Refundable
4.1 Platform Commission (For Hunters)
The 15% platform commission is non-refundable to hunters. If a dispute results in a full refund to the seeker, the hunter receives 0%.
4.2 M-Pesa Operator Charges
Safaricom may charge M-Pesa transaction fees. These operator fees are NOT refundable by HauzHunter (they are charged by Safaricom, not us).
4.3 Opportunity Cost or Consequential Damages
HauzHunter refunds only cover the hunt fee itself, not time spent, transport costs, rent paid elsewhere, or lost opportunities.
5. Frequently Asked Questions
Q: How long do refunds take?
A: Free cancellation: 5-7 days. Dispute-based: 10-14 days. Technical issue: 4-7 days.
Q: Can I get a refund if I didn't like the properties?
A: Generally, no. If the hunter provided properties matching your requirements (budget, area), they fulfilled their obligation. Personal taste is not grounds for a refund.
Q: What if hunter sent only 2 properties and stopped responding?
A: This is a valid dispute. Raise it with evidence (screenshots). You'll likely receive a full refund, and the hunter may face penalties.
Q: I accidentally confirmed completion. Can I get a refund?
A: Unlikely. Confirmation is final. Contact us immediately if it was a genuine accident within minutes, but we cannot guarantee reversal.
Q: Can I request a refund after 30 days?
A: No. If hunter marks complete and you don't respond for 30 days, it auto-completes and the hunter is paid. You cannot dispute after this.
6. Contact Us
Email: hauzhunter@kindertec.co.ke
Subject Line: "Refund Request - [Your Phone Number]"
Include:
- Registered phone number
- Hunt ID (if available)
- M-Pesa transaction confirmation (screenshot)
- Reason for refund request
- Supporting evidence
Response Time: Within 24 hours on business days (Monday-Friday)
We are committed to fair refund practices that protect both seekers and hunters. If you believe you deserve a refund, don't hesitate to reach out—we review every case individually.
Last Updated: June 14, 2026 | Version: 1.0
© 2026 Kindertec Co Ltd. All rights reserved.