Refund and Delivery Policy

Siment sells online services, not physical goods, so nothing is shipped. Each service starts as soon as it is paid for, and you can see it in your Siment account:

• Listing and verification fee: your listing joins Siment's checking queue, then goes live once it passes.
• Listing renewal: your listing stays live for a further period straight away.
• Viewing booking: the host is told and asked to confirm a time.
• Move-in Pack: you can sign the tenancy agreement straight away, and the condition report and Rent Card are unlocked.
• Rent Card for a tenancy paid outside Siment: you can issue the Rent Card straight away.
• Company setup and plan: Siment checks your company, and the plan starts for the months you paid for.

Every payment has a receipt in Payments in your account.

• Charged twice, or charged by mistake. If you paid twice for the same thing, or Siment charged you for something you did not get, we refund the full amount to the card or mobile money account you paid from, through Paystack.
• Money taken but the payment failed. If your mobile money or card was debited but Siment shows the payment as not completed, the bank or network usually reverses it automatically. If it is not reversed, contact us with the payment reference and we will arrange a refund through Paystack.

• The viewing did not happen because of the host. If the host declines, cancels or does not come, you get a free rebooking as a Siment credit.
• The landlord pulled out after you paid the Move-in Pack. If the landlord changes the agreement and does not sign it again within 14 days, you get a free Move-in Pack for your next home on Siment. If the landlord signs again and the tenancy goes ahead, the free Pack is cancelled.
• Your listing was not accepted at the first check. You can fix it and send it again. Three tries are included in the listing fee.

Because each service starts as soon as it is paid for, fees are not refunded in cash in these cases: you change your mind; you miss a viewing you booked; your listing is not accepted after three tries; you do not use a company plan for some of the months you paid for; or your account is suspended for breaking our Terms.

When a renter pays the advance through Siment, Paystack sends it straight to the landlord (and any commission straight to the agent). Siment never holds rent, so Siment cannot refund it. If there is a dispute about rent or an advance, the Move-in Record gives both sides proof of what was agreed and paid, and the Rent Control Department can help settle it.

Use our contact form and choose “A payment problem”, or email simentghana@gmail.com. Include the payment reference from your receipt (it starts with chg_, mip_, orgsetup_ or orgplan_), the amount and the date. Approved refunds go back to the original card or mobile money account through Paystack. How long the money takes to arrive depends on your bank or network.