Boost & Spotlight Refund Policy

We sell two kinds of paid placement, and this policy covers both.

• A boost lifts one of your live listings into the promoted slots that run through our search and district feeds, for a fixed number of days.
• A spotlight reserves one of a fixed number of numbered slots — three on the homepage, two on a district page — for the specific calendar days you book. The slot is yours for those days, and nobody else can hold it.

In both cases you are paying for visibility and placement during that period. You are not purchasing a guaranteed conversion or financial result. We do not promise a fixed number of views, leads, inspections, or a concluded sale or lease. A spotlight slot showing a listing that has since been removed from the marketplace shows nothing; your booking does not keep an unpublished listing on the site.

This policy applies regardless of circumstances during the boost period, including where:

• The listing generated fewer views or enquiries than anticipated.
• The property was sold, rented, or withdrawn from the market before the booked days ran out.
• You voluntarily marked the listing as unavailable or closed your account.
• You purchased the wrong length, the wrong dates, or applied the placement to the wrong property by mistake.
• The listing was taken down due to verified violations of our Terms of Use or Community Guidelines.
• Your account was frozen or banned for suspected or confirmed fraud or non-compliant conduct (see section 3).

Fees are billed per listing for a set time window. Unused promotional days have no cash value and cannot be carried over, except where section 3 applies. An unpaid spotlight booking holds its slot only briefly; if the payment is not completed, the hold lapses, the slot returns to sale, and you have not been charged.

We may stop a spotlight before its last booked day — for example where the listing has been taken down, where a report against it is upheld, or where the account is frozen or banned. If we end it because of a mistake on our side, you are refunded for the days it did not run. If we end it because the lister broke our Terms of Use or Community Guidelines, including where the account is banned, no refund is due.

• The day we end it is treated as served, because the placement ran for part of that day. Refunds are calculated from the following day to the last day you booked.
• A spotlight ended before its first day is refunded in full.
• The refund is the number of unserved days multiplied by the daily rate you were actually charged, not by any rate we may charge later.

The number of days owed is recorded against your booking at the moment it is ended, and is shown to you on your Promotions page. Refunds under this section are currently paid by hand, to the account you paid from, and may take several business days to reach you. Contact support with your booking if one has not arrived within ten business days.

If your account is frozen. A freeze hides your listings but does not stop the clock: a boost or spotlight keeps running its booked days. If we lift the freeze because we found no breach, we refund or credit you for the days your listing was hidden. Contact support with your booking.

If a payment is declined or your funds leave your account but the boost does not activate, contact your bank or card issuer in the first instance. Failed and reversed transactions are settled directly between you, your bank, and the payment gateway. GidaHaven does not retain funds from aborted transactions.

Your financial institution will typically:

• Release the authorization hold back to your balance automatically within 3 to 5 business days.
• Initiate a transaction reversal if an erroneous debit occurred.

If your bank confirms the transaction successfully completed to GidaHaven and the listing remains unboosted, contact our billing team with your payment reference, amount, date, and target listing ID.

Charged twice for the same boost? Submit both transaction references to our support desk. Where system logs verify a genuine double billing for the same property and time window, we will refund the duplicate charge immediately.

Unrecognized charges? Contact your bank and our support team immediately. Unauthorised use of an account is a crime and may be reported to the authorities.

The non-refund policy covers standard placement services, not technical failures originating on our platform. We will refund or re-run a boost where:

• You completed payment in full and the placement was never applied to your listing due to a server fault.
• You were debited more than once for the same placement on the same listing.
• Platform downtime or severe technical errors prevented the placement from running for the contracted duration.
• A spotlight slot you paid for was given to another listing for days you had booked.

Approved refunds are returned via the original payment method used at checkout. Processing times depend on your financial institution.

To open a billing inquiry, submit the following:

• Payment gateway transaction reference (the Paystack reference).
• Exact date, timestamp, and amount billed in Naira (₦).
• The specific property listing ID and title.
• A concise summary of the issue encountered.

Open a ticket through your Lister Dashboard or email support@gidahaven.com. Inquiries must be logged within 30 days of billing. Nothing in this policy limits your rights under the Federal Competition and Consumer Protection Act 2018 (FCCPA).

If an unwarranted chargeback is initiated against a legitimately rendered boost service, GidaHaven reserves the right to suspend promotional features on your account pending resolution and recover associated gateway dispute fees.

The policy in force at the timestamp of purchase governs that specific placement. This document operates in conjunction with our Terms of Use.