This policy explains how Girard Property Limited ("Girard", "we", "us") handles payment disputes, complaints and refunds for transactions made through our website and app. It applies to all payments processed on the platform, including membership fees, rent, the 5% administrative fee, deposits, escrow amounts on property swaps, and any other charges. Payments are processed by our licensed payment partner, Paystack.
Scope of payments
- Membership fees paid by owners, agents and investors for access to the platform.
- Rent and advance rent collected at or before the closing of a tenancy.
- Administrative fee of 5%, applied to lettings on properties not uploaded by a Girard account and settled to Girard.
- Escrow and balancing amounts held during a property swap.
- Support and service charges arranged through the platform.
How to raise a dispute
If you believe a payment was incorrect, unauthorised, duplicated or not delivered as described, contact us as soon as possible, and within 90 days of the transaction, at support@girardpropertylimited.com. Please include:
- Your full name and the email registered to your account.
- The transaction reference, date and amount.
- A clear description of the issue and what outcome you are seeking.
- Any supporting evidence, such as receipts, screenshots or correspondence.
Our process and timelines
- We acknowledge every dispute within 2 business days of receipt.
- We investigate and aim to resolve straightforward cases within 7 business days, and complex cases within 21 business days. Where a case involves a third party, such as a landlord, agent or counterparty, we will keep you updated on progress.
- We may ask for additional information to complete our review. If we do not hear back within 14 days, we may close the case, and you may reopen it later with the requested details.
- We will notify you of the outcome in writing, with the reasons for our decision.
Refunds
- Duplicate or failed charges are refunded in full once verified.
- Membership fees are refundable on a pro-rata basis within 14 days of purchase if no material use has been made of the paid features, and are otherwise non-refundable for the balance of the term.
- Rent and advance rent are held and released in line with the relevant tenancy agreement. Where a tenancy does not proceed to closing, amounts collected are returned, less any fees that have already been earned and any deductions permitted by the agreement.
- The 5% administrative fee is earned once a letting closes and is generally non-refundable, except where the letting is cancelled through Girard's fault or a charge was made in error.
- Escrow amounts on a swap are governed by the swap terms and are released only when the agreed conditions and authorisations are met, or returned if the swap does not complete.
Approved refunds are returned to the original payment method through Paystack. Depending on your bank, funds typically appear within 5 to 10 business days after approval.
Chargebacks
If you file a chargeback with your bank or card issuer, we will work with Paystack to review it and provide the relevant transaction records. We ask that you contact us first, since most issues can be resolved faster directly. Chargebacks found to be made in bad faith may result in suspension of your account.
Escalation
If you are not satisfied with the outcome of a dispute, you may ask for it to be escalated to a senior member of the Girard team by replying to our decision email. If the matter remains unresolved, you may refer a payment-processing complaint to Paystack, and you retain any rights available to you under Nigerian consumer-protection and data-protection law, including recourse to the relevant regulator or the courts.
Fraud and unauthorised transactions
If you suspect fraud or an unauthorised transaction on your account, contact us immediately at support@girardpropertylimited.com so we can secure your account and investigate. Do not share your password or one-time codes with anyone, including people claiming to be from Girard.
Contact
Girard Property Limited, Lagos, Nigeria.
Disputes and refunds: support@girardpropertylimited.com
Privacy matters: privacy@girardpropertylimited.com