Contact Access & Refund Policy

Nihehe provides a paid contact-access service that allows a user to obtain the contact details of a person who has listed a property on the platform. Nihehe does not sell, transfer, or broker the property itself.

When a contact-access fee may be refunded

A user may request a refund of the contact-access fee where Nihehe confirms that, at the time the fee was paid:

• the property had already been sold or rented;
• the property was no longer available but the listing materially represented it as available; or
• the listing contained materially misleading information that prevented the contact-access service from providing the expected connection with the lister.

Where Nihehe confirms that the listing was materially inaccurate, the applicable contact-access fee will be refunded.

If you were charged but did not see the contact details

If a payment was taken and the lister's contact details were not shown to you, tell us through Support. Nihehe will either unlock the contact for you or refund the fee.

Situations that normally do not qualify

A contact-access fee is generally not refundable because:

• the user changes their mind;
• the user does not like the property after making contact;
• the buyer and lister cannot agree on a price or other terms;
• the property does not meet the user's personal preferences; or
• the user chooses not to proceed with the property transaction.

The refund applies to the Nihehe contact-access fee, not to any property purchase, deposit, transfer, or other payment made directly between a buyer and a property owner or agent.

Keeping conversations on Nihehe

To protect both buyers and listers, messages that contain phone numbers, email addresses, or links to other messaging apps are not sent, and listing titles and descriptions may not contain them either. Contact details are shared through contact access.

Reporting an inaccurate listing

If a user discovers that a listing is no longer available or is materially inaccurate, they should report it to Nihehe as soon as possible using the available support channels.

Nihehe may review the listing, contact the lister, and take appropriate action.

Action against inaccurate listings

Where an inaccurate listing is confirmed, Nihehe may:

• suspend or remove the listing;
• require the lister to update or reconfirm its availability;
• issue a warning;
• reduce the lister's reputation or reliability record;
• restrict the lister's ability to publish new listings; or
• suspend or terminate the lister's account in cases of repeated or serious violations.

Availability confirmation

Nihehe may ask listers to periodically confirm that their properties remain available. A listing that has not been recently confirmed may be marked as having unconfirmed availability or may be removed from active search results.

An availability confirmation does not constitute a guarantee by Nihehe that a property will remain available.

Property transactions

Nihehe does not process or guarantee property sales, purchases, leases, or transfers. Any property transaction is between the relevant parties and should be completed in accordance with applicable Rwandan law, including any applicable notarial requirements.