Refund Policy

Unlock fees

When you pay to unlock a unit, you receive immediate access to the landlord's phone number and exact address. Because the information is delivered immediately, unlock fees are generally non-refundable.

However, we will refund an unlock fee in the following circumstances:

• The listing was fraudulent and the landlord's identity could not be verified.
• The landlord's contact details were incorrect or non-functional and the landlord did not respond within 72 hours.
• A technical error caused a double-charge.

Seeker packages

Seeker browse packages (which allow multiple unlocks) are non-refundable once activated. If a package is charged but not activated due to a technical error, a full refund will be issued.

How to request a refund

Email support@surerento.com with:

1. Your registered phone number.
2. The Mobile Money transaction reference.
3. A brief description of the issue.

We aim to review all refund requests within 3 business days. Approved refunds are processed back to your Mobile Money account within 5 business days.

Disputes

If you are unsatisfied with the outcome of a refund request, you may escalate to disputes@surerento.com. We will respond within 7 business days.