Kanesto Platform Policy

Effective and last updated: 29 October 2026.

This Platform Policy sets out how listings, verification, payments, withdrawals and home services work on Kanesto. It is read together with our Terms of Use and Privacy Policy. If this Policy and the Terms of Use ever conflict, the Terms of Use control. This Policy replaces the earlier separate documents "Listing & Marketplace Rules", "Verification & Trust Policy", "Payments, Refunds & Cancellation Policy" and "Payout & Withdrawal Policy"; their content is now Parts A to D.

This document has not yet been reviewed by Nigerian legal counsel. It describes how the Platform works today and may be updated.

In this Policy

Part A: Listings and marketplace rules
Part B: Verification and trust
Part C: Payments, refunds and cancellation
Part D: Withdrawals and payouts
Part E: Home services

Part A: Listings and marketplace rules

These rules explain what you can list on Kanesto, what's not allowed, and what happens if a listing breaks the rules. They apply to every listing category the Platform supports — residential rentals, sales, land, commercial space, student accommodation, shared/co-living rooms, hotels/short stays, offices, event halls, and any other category Kanesto configures.

A1. Who May List

You may create a listing if you are the property's owner, or if you are an agent, agency, or developer with the owner's genuine authority to market it. You must be able to produce evidence of that ownership or authority if asked.

A2. Ownership and Authority Requirements

Owners listing directly should be prepared to show proof of ownership (e.g. title document, allocation letter, or similar) if requested during a dispute or verification review.
Agents/agencies must have a real mandate from the owner — a verbal understanding without any evidence is not sufficient if challenged. Kanesto may request supporting evidence (e.g. a letter of authority) before restoring a suspended listing.
Developers listing units in a development should be able to show their relationship to the project (e.g. CAC registration, development approval documents where relevant).

A2A. State Law and Professional Registration

Every listing must follow the property, tenancy and estate-agency law of the state where the property is located. That law can differ from state to state, and only the law of the property's own state applies to that listing. For example, a property in Lagos State is subject to the Lagos State Tenancy Law 2011 and the rules of the Lagos State Real Estate Regulatory Authority (LASRERA), which a property in another state is not.

If you act as an agent, you must hold any licence or registration your state requires for that work, and show it to Kanesto or a counterparty if asked. Rent, advance rent, deposits, agency fees and legal fees you charge must not exceed what the law of that state allows.

Anyone can share a listing's link, for example in a group chat. People who open the link see the same page as everyone else, and the exact address stays hidden until they have seen the property. Sharing a listing does not make you a party to the tenancy, does not give you the exact address, and does not earn a fee on Kanesto: a fee for bringing a tenant is something to agree directly with the person who listed the property, outside Kanesto's payments.

A2C. Linking a Property to Its Landlord or Caretaker

An agent may list a property for a landlord or caretaker who is not yet on Kanesto; until the landlord joins, the agent collects the rent (Section C1A). When that person joins, they can ask to be linked to the property with its property code (shown to the tenant on their tenancy page, and to the agent). They must upload a valid ID and proof for the property: a recent utility bill, or a title document. A letter of authority on its own is not accepted. Kanesto reviews each request, may contact the agent or other parties, and may approve or decline it. The listing agent may confirm or dispute a request but does not decide it. Once a request is approved, the rent, renewals and later lettings for that property are paid to the linked person. The agent keeps the fee on the first letting only, and if the landlord wants an agent again, that is a new listing. Giving false information or someone else's documents to link a property is a serious breach of these rules.

A3. Accurate Pricing

State the real price a seeker will actually be asked to pay, including any commission, legal fee, or caution deposit that applies. Do not advertise an artificially low headline price and add undisclosed charges later ("bait pricing").

A4. Accurate Location

State the property's actual city, area, and (where the Platform's address-unlock feature applies) exact address once unlocked. Do not list a property under a more desirable area than where it actually is.

A5. Accurate Property Condition

Describe the property's real condition, size, and included features (rooms, fittings, utilities). Photographs must be of the actual property being listed — not stock images or images of a different, better-presented unit.

A6. Required Listing Information

Every listing should include: property type/category, price, location, a description, at least one genuine photograph or a video, and the specific terms relevant to that category (e.g. lease length and caution deposit for a rental; sale price and title type for a sale; nightly rate for a short stay).

You must be verified to publish. Anyone can prepare a listing as a draft. A listing can be published only by someone whose identity document Kanesto has reviewed and approved. For an agent, agency, developer or property manager listing a property in a state that requires professional registration (today Lagos State, which requires LASRERA registration), that registration must also have been approved. The registration requirement applies only to those roles and only in a state that requires it; it does not apply to a landlord listing their own property, to a campus agent or a campus agency (a student, or a company, helping students find rooms near a school), or to a listing in any other state. Someone whose documents are still being checked can finish their draft and publish it once they are approved. Kanesto's own staff are not held to this when they publish on someone's behalf.

Limits that protect everyone. To keep spam out, an account can create only a limited number of new listings in 24 hours (a smaller number until it is verified, a larger number once verified, and a larger one again on a paid plan). The numbers are shown in your account when you reach them.

A7. Prohibited Listings

The following are not allowed on Kanesto:

Fraudulent documents — submitting a forged title, ownership document, or verification document.
Duplicate listings — the same property listed more than once (by the same or different accounts) to appear more available than it is.
Fake properties — listing a property that does not exist, is not actually for rent/sale, or that you have no right to offer.
Misleading photographs — images that do not genuinely represent the property, including images of a different unit or property.
Bait pricing — see Section A3.
Discriminatory listing practices — refusing, or stating you will refuse, prospective tenants/buyers on a ground prohibited by applicable Nigerian law.
Listings for anything unlawful, or that facilitate a transaction outside the Platform specifically to avoid Kanesto's fees or verification.

A8. Reporting a Listing

Any user can report a listing they believe is fraudulent, duplicated, or misleading using the report option on the listing page. Reports are reviewed by Kanesto's moderation team.

A9. Moderation

Kanesto does not approve each listing before it goes live. A complete listing from a verified lister is published by the lister straight away (Section A6). Because of that, a listing being live is not a statement by Kanesto that it has been checked: only the verification badges and notes shown on the listing say what Kanesto checked (Part B).

Kanesto reviews listings that are reported, and may also review listings it chooses to look at, for compliance with these rules. Moderation may result in a listing being edited, hidden, paused or removed, and in the account being warned or restricted. Kanesto may pause a listing while it looks into a serious report; a pause is not a finding against the lister.

A10. Suspension and Removal

A listing may be suspended or removed if it violates these rules, and an account may be suspended if it repeatedly does so or has committed a serious violation (fraud, fake documents, impersonation).

A11. Repeat Offenders

Accounts with multiple upheld violations may face escalating consequences, up to permanent suspension from listing on the Platform.

A12. Appeals

If your listing or account was actioned and you believe this was a mistake, you may appeal through Kanesto support, explaining why the listing/account complies with these rules. Appeals are reviewed by a human moderator.

A13. Kanesto Verification Badges

A property, landlord, or agent may display a Kanesto verification badge once they complete the relevant verification process described in our Verification & Trust Policy. A verification badge means Kanesto has completed the stated verification steps for that item — it does not mean Kanesto guarantees every aspect of the property, the transaction, or the counterparty, and does not make Kanesto a party to, or guarantor of, the underlying transaction.

Part B: Verification and trust

B1. Why Verification Exists

Verification helps users decide who to trust and transact with by giving landlords, agents, tenants, and service providers a way to show they are who they say they are, and that a listing is genuinely theirs to offer. It is a trust signal, not a precondition for using the core Platform.

B2. What Verification Can Mean

Depending on what you submit, verification can cover:

Account verification — confirming your email and, where applicable, phone number.
Identity verification — reviewing an identity document you choose to upload (government-issued ID, NIN slip, or BVN confirmation slip).
Address verification — reviewing a proof-of-address document you upload (e.g. a utility bill), or, for some properties, an inspector visit.
Business verification — reviewing a CAC certificate or other business registration document for agencies and developers.
Property/listing verification — Kanesto's review of a specific listing's supporting documents.

B3. Account Verification

Confirms you control the email address and/or phone number on your account. This is the baseline trust level for any account.

B4. Identity Verification

Identity verification is required before you can publish a listing (see Section A6). You upload a government-issued identity document. Kanesto's team (or an authorised verification reviewer) checks that the document appears genuine and matches your account details, and approves or rejects it with a reason; if it is rejected you can upload a replacement. Kanesto does not extract or separately store your NIN or BVN number as a standalone record: we review the uploaded document itself.

Identity verification is also part of being paid rent through Kanesto (Section C1A and Part D): the name on your identity document (or a company's registration) must match the name on the bank account that receives the money.

B5. Property/Listing Verification

Kanesto may review a listing's supporting information (ownership evidence, agent authority, or a physical inspection where Kanesto's inspection service is used for that listing) before applying a property verification badge.

The evidence Kanesto asks for depends on the type of listing and property. Every listing needs proof of address and proof that the person listing it owns it or is authorised to list it (a deed or allocation letter, or a signed letter from the owner), and the person listing it must have a verified identity. A property for sale also needs a title document. An agent can list a property for a landlord who is not on Kanesto, with the landlord's signed authority; the landlord does not have to create an account. Submitting a listing, uploading photos or paying a listing fee never makes a property verified. A Kanesto team member reviews each item and may reject it with a reason, in which case you can upload a replacement. A property for sale cannot be purchased through Kanesto until it is verified. Evidence you upload is kept private and is only opened by authorised Kanesto staff.

B6. Agent/Landlord Verification

An agent, landlord, agency, or developer may be verified at the account level (identity/business documents) in addition to any listing-specific verification.

B7. Verification Badges

A verified account or listing displays a badge reflecting the level of verification completed (for example, email-verified, identity-verified, or property-verified).

Every listing also shows a "Listed by" box with the lister's name, whether Kanesto reviewed their identity, how long they have been on Kanesto and how many listings they have live. An agent who chooses to may also have the regulator and registration number they gave us shown there once Kanesto has approved their registration. "Reviewed" means Kanesto looked at the document or checked the number against what the regulator publishes; it does not mean the agent is endorsed, and you should still confirm the registration with the regulator. Kanesto never shows a lister's phone number, email address or documents in this box.

Verification indicates that Kanesto has completed the stated verification process for the item shown. It does not mean Kanesto guarantees the property, the owner, the tenant, the agent, or the outcome of any transaction. A verification badge is not a warranty, an insurance product, or a substitute for your own due diligence.

B8. Inspection (Where Applicable)

Where a paid escorted-viewing/inspection service is used, an inspector visits the property and files a report. This reflects that inspector's observations at the time of the visit — it is not a structural, legal, or title survey unless expressly described as one.

Becoming an inspector. Anyone with an account can apply from Become an inspector by giving a phone number, the states they can work in, and by agreeing to these inspector terms. Kanesto staff decide the application. An inspector must verify their identity before receiving jobs, must visit the property themselves, must take real photographs and must write a true report of only what they saw. An inspector must not falsify, fake or alter any photograph, detail or document, and is responsible for everything they enter. An inspector must not say that a property is safe, legal or fairly priced. Kanesto may stop offering an inspector jobs, and may remove them, for a false or careless report. An inspector is paid for a job after their report has been reviewed and approved.

B9. Limitations of Verification

Verification is based on documents and information submitted to Kanesto at a point in time. It cannot detect every form of forgery, and Kanesto does not continuously monitor whether circumstances (ownership, authority, property condition) have changed since verification was granted. To limit this, a verification has an end date, shown with the badge, after which it expires; and it goes back to review if the address, area, map location, type, size, rooms, or who manages the property is changed. Kanesto reviews what is submitted in good faith but cannot independently confirm every fact behind a document with a government registry in every case.

B10. False Information

Submitting false, forged, or misleading information or documents for verification is a serious violation of our Terms of Use and Listing & Marketplace Rules, and may result in account suspension and, where the conduct may be criminal, a report to Nigerian law-enforcement authorities.

B11. Revoked Verification

Kanesto may revoke a previously granted verification badge if it later discovers the underlying information was false, outdated, or the account/listing is under active investigation. When a property changes owner, the previous owner's ownership and title documents no longer count and the property's verification is reset until the new owner provides evidence. Some evidence, including an inspection, can also expire after a set period. A badge is shown only while a property's verification is current: a listing that is pending review, rejected, expired, suspended, or under investigation does not display an active verified badge. Where a serious report is made about a listing, Kanesto may pause it, hide it from the public and close it to new payments while the report is looked into. A pause is not a finding against the person who listed it, and Kanesto tells people who were shown payment details for the listing not to send money until it is safe.

B12. Reporting Suspicious Activity

If you suspect a verified (or unverified) account, listing, or document is fraudulent, report it using the in-product report option or contact support@kanesto.africa.

B13. Reviews on a Listing

A person can review a listing only if they rented that place through Kanesto or confirmed a visit to it. Nobody can review a listing they own or manage, and each person can leave one review per listing, which they can change or delete. A review is a star rating (1 to 5) with an optional headline and comment. It must be honest and fair, about the place itself, and must not contain phone numbers, email addresses, links, abuse or anything unlawful. Each review shows whether the person rented the place or visited it. Reviews are public. Kanesto may remove a review that breaks these rules, and may remove reviews from a person who abuses the feature. The lister is told when a review is left. A review is one person's opinion and is not a verification by Kanesto.

Part C: Payments, refunds and cancellation

This policy explains how payments, cancellations, and refunds work on Kanesto.

C1. How Payments Work

All customer payments on Kanesto are processed through licensed Nigerian payment service providers: Flutterwave and ALATPay, the payment gateway of Wema Bank. When you pay Kanesto for something — a rental agreement fee, an escorted-viewing fee, an inspection fee, a Kanesto Services booking, a short stay, a plan or a listing fee — you are directed to the payment provider's secure checkout to complete the payment. Kanesto does not receive or store your card details. Rent and caution deposits are paid through Kanesto's rent checkout, which splits the payment between the people who are owed it at the moment you pay (Section C1A). Short stays are paid through Kanesto too, with Kanesto's own fee shown and added before you pay (Section C1C). The price of a property sale is never paid through Kanesto (Section C4A).

Kanesto is not a bank. Kanesto does not offer savings or custodial accounts and does not hold your money in a regulated escrow or trust account. Payments are collected through Flutterwave, and amounts owed to the recipient are recorded on Kanesto's ledger and paid out to that person's own bank account. Some checkout screens use the word "escrow". In this policy that only means the payment is collected and recorded, and the recipient's share is held (not yet available to withdraw) until the conditions in this policy are met. Depending on the transaction type, funds are directed according to the workflow shown to you at checkout before you pay (for example: rent to the landlord's own payout account, an agreed agent's fee to the agent's own payout account, and Kanesto's own fee to Kanesto). The one exception is a very large rent paid by bank transfer, where Kanesto receives the payment for a short time before paying it on (Section C1A).

C1A. Rent and the Caution Deposit Are Paid Through Kanesto's Rent Checkout

Where a rental listing shows the Kanesto rent checkout (it does while Kanesto's rent collection is switched on), rent and the caution deposit are paid like this.

Card payment (the normal way).

You pay at Flutterwave's secure checkout. At the moment you pay, Flutterwave splits the payment: the rent and the caution deposit go to the landlord's own payout account, an agent's fee (only if the landlord and the agent agreed one on Kanesto) goes to the agent's own payout account, and Kanesto's fees go to Kanesto. Kanesto does not receive the landlord's rent into its own account and does not hold it.
What you pay is itemised before you pay, and you tick each statement yourself (Section C1B): the rent, the caution deposit if the listing has one, an agent's fee only if one was agreed, Kanesto's flat safety fee (currently ₦2,500, the same whatever the rent is, shown on its own line), and the payment processing charge (Flutterwave's own fee and the VAT on it, shown on its own line). Kanesto's success fee is taken out of the agent's fee, by the rules of the agent's plan (Section C4); it is not added to your payment. Where a landlord lists their own property, Kanesto's fee from the landlord is taken from the landlord's side (Section C4); you never pay it.
Only approved payout accounts are paid. A landlord's or agent's account can receive rent through Kanesto only after Kanesto has checked that the bank account is real, that the name on the bank account matches the name on the person's identity document (or a company's registration), that the person's identity is verified, and that they are entitled to receive the money for that property. If there is no approved account the payment does not open. Never pay an account that someone sends you separately, in a chat or by any other route. Kanesto never asks you to.
You see the property first. Where the category requires it, the rent checkout opens only after you have seen the property: a completed viewing or a completed inspection (for a free viewing, the agent or owner marks the visit as done), which you then confirm yourself. Once you confirm, Kanesto holds the place for you for a short time (currently 12 hours) so you can pay; while it is held, nobody else can open a rent payment on it, and after that time anyone can. If you paid for a Kanesto inspection, the place is also held for you for a few days from that payment, and cancelling the inspection releases it at once. If you tell us the visit did not happen as recorded, your hold is released.
After you pay, Kanesto records the payment only once it has re-verified it with the payment provider (Section C2). You get a receipt on your Tenancies page, and you confirm when you have moved in. Kanesto does not make a rental agreement for now.

Where an agent collects the rent. An agent who lists a rental for a landlord who is not on Kanesto is paid the rent at checkout, into the agent's own approved payout account, and settles with the landlord. The same account checks apply. Kanesto does not hold that rent either, and staff can decline a listing at any time, which closes payment on it.

Large rents: bank transfer to Kanesto's company account. Card and online-transfer limits are lower than a large rent. Where the rent package is at or above the amount Kanesto sets for this (currently ₦7,000,000), the checkout does not take a card payment. Instead:

Kanesto shows you an invoice with the exact amount, a reference and the account of Kanesto Technologies Limited. You send exactly that amount from your own bank, and upload the transfer slip.
A person at Kanesto checks that the exact amount has arrived and, if it has, records the payment. The landlord and any agent are then paid on the next working day. If the amount is different, or it does not arrive, nothing is applied and Kanesto contacts you.
For that short time Kanesto holds the money on its own ledger on your behalf. It is recorded and traceable, but it is not held in a regulated escrow or trust account, and Kanesto is not a bank. An invoice that is not paid within 7 days expires and a new one can be made.

If Kanesto switches the rent checkout off. Rent is then paid directly between you and the landlord, outside Kanesto: Kanesto shows you the amounts agreed and the verified recipient's account, you pay that account from your own bank, you tell Kanesto that you paid, and the recipient confirms what arrived. Kanesto does not receive, hold, move, refund or guarantee that money, and does not independently verify the transfer. Keep your receipt: if there is a disagreement, Kanesto's team reviews both sides' records and helps you settle it, but it cannot refund or release money it does not hold. Rent paid through Kanesto's own checkout is not accepted while it is switched off; if a payment still arrives it is not applied and Kanesto arranges its refund.

C1B. What You Are Shown Before You Pay, and What Kanesto Keeps

Before a rental payment, Kanesto shows you a confirmation screen with the property, the exact amount due and every separate charge, and a box you tick yourself to confirm that you have checked the details and agree to the terms and the refund policy. Nothing is ticked for you, and agreeing to the site's terms is not treated as ticking it. Flutterwave's own payment page then shows what you pay, including any card fee Flutterwave adds.

Kanesto keeps a permanent record of that confirmation: when you confirmed, who you are, the property, the payment or request reference, a fingerprint of the listing as it was shown, its verification status, the amount, the recipient, the route, and the wording you agreed to. The record cannot be edited or deleted. It is visible to you and to authorised Kanesto support staff, and is used to resolve disputes.

Reporting a problem. You can report a suspicious or inaccurate listing, an unauthorised recipient, or a problem with a payment, at any time from the listing or from your payment. Kanesto may pause a listing while it looks into a serious report, and will tell people who were shown payment details for it not to send money until it is safe. A pause is not a finding against the person who listed the property.

Refunds depend on the route. If you paid the landlord directly, Kanesto does not hold the money and cannot reverse the transfer or issue a refund for it; it will record your report, help both sides, and any refund depends on your agreement, the circumstances and applicable law. If a payment was processed through Kanesto and Flutterwave, Kanesto can ask Flutterwave to send a refund it has approved and records it only when Flutterwave confirms it; the payment processing charge goes to Flutterwave and is not returned automatically, and money that has already reached a landlord may have to be recovered from them. Kanesto does not promise a refund in either case.

C1C. Short Stays Are Paid Through Kanesto

A short stay is requested on Kanesto; if the host does not decline it, the guest pays through Kanesto's checkout to confirm the booking. You are shown the host's name, the dates, the price and Kanesto's own fee (currently 3% of the stay's price, added on top) before you pay, and you tick the same kind of confirmation used for a rent payment (Section C1B). The host is paid the full price of the stay; Kanesto's fee is its own, separate charge to the guest. An extension works the same way: the host approves the extra nights and price first, then the guest pays for just the difference, with Kanesto's fee added the same way.

Kanesto re-verifies every stay payment with the payment provider before it is recorded (Section C2) and keeps the same permanent confirmation record as any other payment. Cancelling a stay. The cancellation terms are shown on the booking page before you request the stay. At the moment: a guest can cancel free of charge up to 48 hours before check-in and is refunded in full; after that, the first night is not refunded and the rest is. If the host declines the request, cancels after you have paid, or the stay cannot take place because of the host, you are refunded in full. Any caution deposit for the stay is agreed between the guest and the host and is stated on the listing. Kanesto's fee is not refunded (Section C6B). To cancel or ask for a refund, use the Support page or the Report option on the booking; Kanesto's team reviews it and, where a refund is due, sends it through Flutterwave. If something goes wrong, you can report it from the booking and Kanesto's team will review what both sides send.

Student accommodation is paid in the way its listing shows: through the Kanesto rent checkout when the listing offers it (Section C1A), and directly between the student and the property provider when it does not.

C1D. Renting a Place Together

The person who lists a place decides whether a group of two to four people may rent it together, and whether the group must be of one gender. Student apartments allow groups of up to four of the same gender unless the lister changes this; other rentals are not offered to groups unless the lister turns it on.

One person starts a group, says how many people it is for, and asks the others by the email of their Kanesto account or by sending the group's link, or posts that they are looking for a roommate. Other students looking at the same place can then see their first name and gender, and join with one tap. The person who lists the place can also group people who applied or asked about it. Nobody is in a group without saying yes, and where the group must be of one gender each person says whether they are male or female when they join; this is used to check that rule and is shown to the people you rent with. Once the group is full, or the person who started it fixes it with the people who have said yes, it is fixed: those who did not answer are dropped.

Everyone then pays exactly the same amount at Kanesto's rent checkout. The total (the rent, the caution deposit and any agreed fees) is split equally; so that every share is exactly the same to the kobo, Kanesto's flat fee is raised by at most a few kobo. The landlord is paid each share as it is paid. The place is treated as rented, and the tenancy is created in every person's name, only when every share has been paid.

You are responsible for your own share only. If somebody in the group does not pay, you are not charged for their share. If nobody has paid, any member can cancel the group. If you are the only one who has paid, you can cancel the group and pay the rest yourself. If more than one of you has paid, or someone else paid and you did not, the group cannot be changed without Kanesto's help, so contact support. A group that nobody pays into expires. Rents that are paid by bank transfer cannot be split this way. Refunds follow the person who paid: a share is refunded to the person who made that payment, under the refund rules in this Part.

C2. Payment Confirmation

A payment is only treated as successful once Kanesto's servers have independently re-verified it directly with the payment provider using the transaction reference — a success message shown in your browser is not, by itself, treated as proof of payment. If your browser closes after you pay, the payment provider also notifies Kanesto directly and the payment is still recorded once, after the same verification. If independent verification fails, the payment is not recorded as successful and you should contact support with your transaction reference.

C3. Transaction Records

Every verified payment is recorded on Kanesto's internal ledger with its amount, currency, purpose, status, and payment reference. You can view your own transaction history in the relevant section of your account (e.g. Wallet, Tenancy, Bookings).

C4. Platform Fees

Kanesto charges fees for specific services. These fees are configurable and may change. The fee that applies to you is the one clearly shown and itemised to you before you complete a payment or withdrawal: that on-screen figure is the authoritative one, not any figure in this document.

Rent paid through Kanesto. The tenant pays a flat safety fee (currently ₦2,500, whatever the rent) on top of the rent, and the payment processing charge (Flutterwave's fee and the VAT on it). A landlord who lists their own property (no agent) pays Kanesto a share of the annual rent by the landlord's plan: Free 1%, Starter 0.7%, Business 0.5%, Professional 0.3%. It is taken from the landlord's side when the rent is paid. A listing made by an agent pays no landlord fee. Where an agent's fee was agreed on Kanesto, Kanesto takes a success fee out of the agent's fee: a percentage set by the agent's plan (currently Free 3%, Starter 1.5%, Business 1.5%, Professional 0.5% of the agent's fee). The success fee exists only when rent is paid through Kanesto and an agent's fee was agreed there.
Rental agreements. Kanesto does not make rental agreements for now. A rent paid through Kanesto gives you a receipt.
Viewings and inspections. An agent's viewing fee, where the agent charges one, is paid through Kanesto with a Kanesto service fee added on top, and is held until the visit is confirmed. A Kanesto inspection has its own fee, shown before you pay.
Home services. Kanesto keeps 10% of the price of a Services booking, taken from the provider's earnings. The customer pays the agreed price plus the payment-processing charge. Only the provider's work is paid through Kanesto: parts and materials are paid for directly with the provider.
Plans. Optional monthly plans (Section C4B).
Short stays. The guest pays Kanesto's fee (currently 3% of the stay's price, including an approved extension) on top of what the host charges; the host is paid the host's own price in full.
No fee is charged on a property sale, or to withdraw your earnings (the payment provider's own cost of sending a transfer is not charged to you by Kanesto). Kanesto takes no part of the price of a property sale and charges no sales commission on one.

C4C. Partner Codes

Kanesto may give a partner (for example a campus ambassador, a business or an organisation) a referral code and a short link. Someone who creates an account with the code or link is counted for that partner. Kanesto may agree to pay the partner an amount for each person counted; the amount in force on the day the person signs up is the amount for that person, and a later change affects only later sign-ups. Kanesto may decline to count, or may reverse, a sign-up that is fake, duplicated or made to game the arrangement, and may switch a code off or remove a partner at any time. A partner is told how many people signed up, not who they are. A partner code does not change what a customer pays.

C4B. Plans and Listings

Listing is not limited by plan. Every account, including the Free plan, can have as many live listings as it likes, subject to the checks in Section A6 (verification, the daily limit on new listings) and a very high technical safeguard against abuse. There is no fee to publish a listing.

Optional monthly plans are billed in naira and paid through our payment provider. A plan lowers the success fee Kanesto takes from an agent's fee (Section C4), and may add featured listing slots (listings you can pin to the top of search), team members who share the plan, listing insights and the branded flyer designs you can use. At the time of writing: Free (no charge), Starter ₦7,500 a month, Business ₦15,000 a month and Professional ₦28,000 a month; what each includes is shown on the pricing page and before you pay, and may change.

A plan never renews automatically. If you buy a plan while another is running, the new plan starts when the running one ends; if you move to a bigger plan, the unused part of what you paid for the current plan is credited. When a plan ends, the listings you have live stay live; you return to the Free plan's success fee and slots. Team members use the plan of the team owner. A plan fee is not refundable once paid, except where Kanesto made a mistake or the plan could not be activated. Paying for a plan does not make a listing verified or approved (Part B).

Kanesto's older arrangement of a limit on active listings and a one-time fee for one more listing is not in use while listings are unlimited. If Kanesto reintroduces a limit, it will say so on the pricing page and before you pay.

C4D. Unlocking a Seller's Contact (Property Sales)

On a property for sale you can see the whole listing and its price free. Where Kanesto charges to unlock the seller's contact, the fee is shown before you pay and depends on the sale price. It gives you the seller's phone number and WhatsApp and lets you message them; it does not reserve the property, verify its title, or guarantee anything about the seller or the sale. Kanesto is not a party to the sale: the price, any deposit, and every legal step are between you and the seller, outside Kanesto, and you should have your own lawyer check the title and the seller's right to sell (Section B9). If the number does not work, or the property is already sold or withdrawn when you unlock it, tell Kanesto through the Support page and the fee is refunded. The unlock fee is Kanesto's own fee and is otherwise not refunded (Section 6B).

C4A. Property Sales and Negotiated Prices

Property sales are paid directly between buyer and seller. For a property offered for sale (including auction and joint-venture listings), the buyer and the seller, or the seller's authorised representative, agree and pay the price between themselves. Kanesto does not collect, hold or release the purchase price, takes no sales commission, and cannot reverse or refund a payment made to a seller. A buyer's first step on Kanesto is to send an enquiry (a message) to the seller or their agent. Any agent's fee on a sale is agreed between the seller and their agent, outside Kanesto. Kanesto charges nothing for a sale listing beyond the plan you choose (see Section C4B).
Protect yourself. See the property yourself or book an inspection, have a lawyer check the title documents and who is entitled to sell, pay only into an account in the seller's own name, and keep every receipt. A Kanesto verification badge shows what Kanesto checked; it is not a guarantee of title (Section B9).
Negotiated prices on rent. Where a rent listing allows negotiation, the tenant and the property provider can make offers and counter-offers in Messages. Once the provider accepts an offer, that amount becomes the price the tenant is charged (plus the applicable fees shown at checkout). The property provider sets how long an agreed price stays payable on the listing (24 hours unless they choose otherwise); after that a new price must be agreed.
Rent payments (see Section C1A). When you pay rent through Kanesto, a tenancy record is created for you. The money is split to the landlord's and agent's payout accounts when you pay. If the place is not as described, report it from your account as soon as you can: Kanesto's team reviews it and, where it upholds a refund, asks Flutterwave to send it and works to recover what has already reached the landlord or agent.
Sales made earlier. If you made a purchase payment through Kanesto before this rule, it is handled under the terms that applied when you paid. Contact support if you have a question about one.

C5. Cancellation

5.1. Whether a booking, application, or tenancy step can be cancelled, and by whom, depends on its current status and the terms already agreed (e.g. a rental agreement's own cancellation terms, a service booking's stage). The relevant in-product screen shows the cancellation options available for that specific item.

5.2. Inspections. If you cancel a Kanesto inspection before an inspector has accepted it, you are refunded in full. If you cancel after an inspector has accepted it, you are refunded part of the fee and the inspector is compensated for work already committed (currently 50% refunded and 30% paid to the inspector; the percentages in force when you cancel apply). An inspection cannot be cancelled after a report has been submitted. If an inspector withdraws, you are not charged again and Kanesto finds another inspector.

5.3. A withdrawal (payout) request can be cancelled by asking support, and only before the money has been sent — see our Payout & Withdrawal Policy.

C6. Refunds

6.1. How a refund request works. Tell us through the Support page (or the Report option on your payment or listing) and include your payment reference and what went wrong. Kanesto's authorised staff review every refund request; there is no automatic refund button for completed payments, except the inspection cancellations in Section C5.2. We acknowledge a request within 2 business days and aim to give you a decision within 7 business days. If we need more from you or the other party, we will say so, and the time it takes you to reply does not count.

6.2. What you get back. When we uphold a refund, we refund what you paid for that payment, except Kanesto's own fee (Section C6B) and any part this policy says was already earned (Section C5.2). The refund goes back through Flutterwave to the card, bank account or other method you paid with, and usually reaches you within 5 to 10 business days, depending on your bank. A refund is never paid into a different account from the one that paid.

6.3. When we refund. We refund where, after review, we find for example that:

the property or service was not as described and you reported it in time (see below);
a listing or person was fraudulent or impersonating someone;
you were charged twice for the same item, or charged for a payment that failed (Sections C7 and C8);
a service you paid for was switched off or could not be provided (Section C9A);
Kanesto made a mistake.

6.4. Rent paid through Kanesto: report quickly. Report within 48 hours of paying, and before you move in, if the place is not as described or the listing was fake. Rent is split to the landlord's and the agent's own accounts when you pay, so Kanesto does not hold it and cannot take it back on its own. If the place is not as described, or you were misled, report it from your account straight away. Kanesto's team reviews it, may pause the listing and ask the landlord or agent to return the money, and, where a refund is upheld, asks Flutterwave to send it to you. The payment processing charge goes to Flutterwave and is not returned automatically. Kanesto does not promise a refund, and your rights under the tenancy law of the state where the property is located continue to apply. For a large rent paid by bank transfer, the money is paid on the next working day after Kanesto confirms it; if you report a problem before then, the payment is held while Kanesto looks into it.

6.5. When we usually do not refund.

A service that has been properly delivered, such as a completed inspection with an approved report.
A change of mind after a completed service or after money has been released under this policy.
A payment you made outside the Kanesto platform. Kanesto cannot hold, trace, reverse or refund it (see Section 15A of the Terms of Use and Section C13 below).
Amounts the other party has already received and released under this policy, as in 6.4.

Anything not covered here is decided case by case, fairly and with reasons given to you.

6.6. Deposits. A caution deposit is returned to the tenant at the end of the tenancy, less any deductions the landlord proves and Kanesto's review approves. See your tenancy's deposit screen for the steps.

6.7. Your legal rights. Nothing in this policy limits any right you have under Nigerian consumer-protection law or the tenancy law of the state where your property is located. If you are not happy with a decision, you can ask support for a second review by a different staff member, or contact the Federal Competition and Consumer Protection Commission.

C6A. Partial Refunds

A refund does not have to be all or nothing. Where Kanesto's review finds that only part of a payment should go back to you, this is how the part is worked out.

6A.1. Upheld in full, in part, or not at all. After review, Kanesto may uphold a refund request in full, in part, or not at all, and it gives you its reasons in writing.

6A.2. Part by part. A payment is made of parts that are itemised before you pay (for example the rent, the caution deposit, an agent's fee, Kanesto's fee and the payment processing charge). Kanesto decides each part separately, so a refund can cover some parts and not others.

6A.3. By time or work done. Where only part of what you paid for was provided, the refund is in proportion. Examples: the nights of a short stay you did not use, the part of a service job that was not done, or the part of an inspection that Section C5.2 says is refundable.

6A.4. Kanesto's own fee. Kanesto's fee is the one part that is not refunded (Section C6B).

6A.5. Payment processing charge. The payment provider's processing charge is not returned automatically. Kanesto will refund it where the refund is because of Kanesto's mistake, or where the law requires it, and may refund it in other cases at its discretion.

6A.6. Money that has already reached someone else. Rent and some other payments are split to the landlord's, agent's or provider's own account when you pay (Section C1A). Where Kanesto upholds a refund of money that has already reached that person, Kanesto asks them to return it, and may hold back or deduct the amount from other money it owes them (Section 17.2 of the Terms of Use). Kanesto refunds you what it holds, what it recovers, and anything it must pay back because of its own mistake or because the law requires it. If the other person returns only part, you receive that part, and Kanesto tells you what remains. You keep your right to claim the rest from that person directly and your rights under the law.

6A.7. An offered part-refund. Kanesto may offer you a part-refund to settle a matter. You can accept it or turn it down. Silence is not acceptance. If you accept, it settles only the amounts the offer covers, and nothing else. If you turn it down you can still ask for a second review by a different staff member (Section C6.7), and your legal rights are not affected.

6A.8. When and how it is paid. A decision is given within the time in Section C6.1. A refund is paid in naira to the method you paid with, usually within 5 to 10 business days, and is never paid into a different account. If that method can no longer receive it, Kanesto pays it to another account in your own name after checking that it is yours. Any VAT or tax charged on a fee is refunded with the part of the fee that is refunded. No interest is paid.

6A.9. No double recovery. If you also dispute the payment with your bank or card issuer, Kanesto counts what you recover that way against what it owes you, so that you are not paid twice for the same amount.

6A.10. Several people paid. Where more than one person paid for the same item (for example roommates renting together), each person's share is refunded to the person who paid it (Section C1D).

6A.11. Your rights stay. None of this limits any right you have under Nigerian consumer-protection law, including where a service you paid for is not provided as agreed. If the law gives you a longer time to claim than this policy does, the longer time applies.

Quick reference. In every row below, Kanesto's own fee is not refunded (Section C6B).

| What you paid for | If you cancel, or something goes wrong | What comes back | |---|---|---| | Rent and caution deposit, paid at the checkout | The place is not as described or the listing was fake, reported in time (Section C6.4); or Kanesto made a mistake | The part that review upholds: the whole payment or only some parts. The caution deposit is separate and is returned at the end of the tenancy (Section C6.6) | | Kanesto inspection | You cancel before an inspector accepts. You cancel after an inspector accepts. A report has been submitted | Full refund. Part refund (Section C5.2). No refund of the part already provided, unless the report was not delivered as agreed | | Agent viewing fee (held until the visit is confirmed) | The visit does not happen, or the agent does not turn up | The agent's fee is not released to the agent and is refunded to you after review. Kanesto's commission is not refunded. Once the visit is confirmed the fee becomes the agent's, unless review finds the visit was not as agreed | | Home service | Section E4 and E5 | As those sections say: full refund if the provider cancels or does not come, part refund for later cancellations | | Short stay | Section C1C | The stay price is refunded in full up to 48 hours before check-in or if the host cancels. After that, everything except the first night. Kanesto's fee is not refunded | | Plan | Section C4B | Not refundable once paid, unless Kanesto made a mistake or the plan could not be activated |

C6B. Kanesto's Fee Is Not Refundable

6B.1. The rule. Kanesto's own fee is the only part of a payment that is not refunded. Everything else you pay is dealt with under Sections C5 to C6A. This is so whether you cancel, change your mind, or the other person does not go ahead.

6B.2. What counts as Kanesto's fee. The amount Kanesto charges for itself and shows on its own line before you pay: its flat or percentage fee on a rent, its commission added on top of an agent's viewing fee, its fee on a short stay, and plan and listing fees, and its fee to unlock a seller's contact. It does not include the rent, a caution deposit, an agent's, manager's or host's own fee, the price of a home service or of a Kanesto inspection (which are refunded under Sections C5 and Part E), and it does not include the payment provider's processing charge, which is dealt with in Section C6A.5.

6B.3. You are told before you pay. Kanesto's fee is shown as its own line, with the total, before you pay, and you confirm the total at checkout. This policy and the Terms of Use, which you accept when you sign up, say that the fee is not refundable. You are not charged any fee you have not been shown.

6B.4. What this does not cover. This rule does not stop Kanesto refunding its fee where Kanesto itself made a mistake (for example a double charge or a charge you were not shown), or where it did not provide what the fee was for, or where the law requires a refund. Nothing in this section limits any right you have under Nigerian consumer-protection law.

C7. Failed Payments

If a payment fails or is not completed at the payment provider's checkout, no charge is recorded and you have not been billed. If you believe you were charged for a failed payment, contact support with your transaction reference so we can check directly with the payment provider.

C8. Duplicate Payments

If you believe you were charged twice for the same item, contact support immediately with both transaction references. Our team will investigate against Flutterwave's records before any refund is processed.

C9. Payment Disputes and Chargebacks

If you dispute a charge directly with your bank or card issuer (a chargeback) instead of contacting Kanesto support first, this may delay resolution and can affect your account standing while the dispute is investigated. We encourage you to contact Kanesto support first so we can investigate directly. You keep the right to go to your bank.

9.1. When a chargeback is filed against a payment made to you. If you are a landlord, agent, host, provider or inspector and a chargeback is filed against a payment made to you, Kanesto will tell you through the Platform or by email and ask for your evidence (the agreement, proof the service was done, messages). Reply within 5 Business Days, or within the shorter time the Payment Provider or bank requires, which Kanesto will tell you and which will not be less than 48 hours.

9.2. If you do not reply. Kanesto may decide on the information it has, accept the chargeback, and recover the amount from money it owes you (Section 17.2 of the Terms of Use). It will tell you what it did and why, and you can ask for a second review by a different staff member.

9.3. If the chargeback is lost. Kanesto passes your evidence on but cannot promise success. If the chargeback is not reversed, the amount and any chargeback fee charged by the Payment Provider are the responsibility of the user whose payment it was, unless it happened because of a mistake by Kanesto.

9.4. Refund and chargeback together. A refund does not end the right of the person who paid to raise a chargeback. If one is raised after a refund, Kanesto counts the refund against it, so the same amount is not taken twice from either person.

9.5. Repeated chargebacks. An unusually high number of chargebacks or complaints against an account may lead to a review, a Hold on payouts, limits on the account, or suspension (Sections 11A and 16A of the Terms of Use).

C9A. Services That Are Switched Off

If a part of Kanesto is temporarily switched off and a payment for it still reaches us, the payment is not applied, you are told it is unavailable, and Kanesto's team refunds it.

C10. Downstream Processing Failures

Occasionally, a payment is successfully verified but a downstream step (e.g. finalising a tenancy record) fails for an unrelated technical reason. In that case, your payment is not lost — it remains recorded on our ledger — and our support team will complete the missing step manually. You will see a clear on-screen message telling you if this has happened, and should keep your payment reference for support.

C11. When Manual Review Applies

Certain situations are routed to manual staff review rather than being resolved automatically, including: disputed payments, suspected duplicate payments, fraud reports linked to a payment, and downstream processing failures described in Section C10.

C12. Support Escalation

If you have an unresolved payment issue, contact support@kanesto.africa with your transaction reference, the amount, and a description of the issue.

C13. Paying Outside Kanesto

Kanesto protects, records and can help you recover only money paid through Kanesto: at the Kanesto checkout, or by bank transfer to Kanesto's own company account against an invoice shown in the Platform. If you pay anyone anything outside Kanesto, such as cash, a transfer to a person's own account, or an account number or payment link sent in a chat, Kanesto is not a party to it and cannot hold, trace, reverse or refund it. Section 15A of the Terms of Use sets out the full terms. In practice:

Pay only where the Platform shows you to pay. Never pay an account that someone sends you separately.
If someone asks you to pay outside Kanesto for something listed on Kanesto, do not pay, and report the listing or the person.
If you have already paid outside Kanesto and something is wrong, report it to the police and also tell Kanesto so we can act on the account. Kanesto cannot promise to recover the money.

Part D: Withdrawals and payouts

This policy explains how you receive money owed to you through Kanesto — for example, rent proceeds as a landlord, commission as an agent, or earnings as a service provider.

D1. Who May Request a Withdrawal

Any user with a withdrawable balance on Kanesto (see Section D2) may request a withdrawal to a Nigerian bank account, provided they have added and verified a payout bank account (see Section D5).

D2. Eligible and Pending Balances

Money you are owed becomes part of your withdrawable ("available") balance once the underlying payment has settled with our payment processor, Flutterwave — Flutterwave settles Nigerian-naira transactions on the next business day, not instantly. Funds received very recently are shown separately as "Settling" and move to your available balance once settlement completes. You can see both figures in your Wallet at any time.

Property sales are paid directly between buyer and seller, so no sale proceeds pass through your Kanesto balance. Rent paid at the Kanesto rent checkout is split by Flutterwave to your own approved payout account when it is paid (Section C1A) and is not part of your Kanesto balance; rent paid by bank transfer is paid out on the next working day after Kanesto confirms the transfer. Viewing fees become yours once the visit is confirmed, and inspection fees once the inspector's report has been approved.

D3. Minimum Withdrawal

At the time of writing, Kanesto's minimum withdrawal amount is what is shown on the withdrawal form in your Wallet (currently ₦1,000). The figure shown on that screen at the time you withdraw is the one that applies — this document does not fix that number independently of the product.

D4. Account Ownership

The bank account you withdraw to must belong to you. Kanesto verifies the account name against the account number and bank you provide before allowing you to save it as your payout destination.

D5. Bank Account Verification

Before you can request a withdrawal, you must add a Nigerian bank account, which Kanesto verifies in real time (NUBAN resolution) to confirm the account name matches what the bank has on record. You will see the resolved account name on screen before saving it. The account name is taken from the bank's own records - it cannot be typed in. If automatic verification is temporarily unavailable, the account can't be saved and you'll be asked to try again later.

D5A. Payout Accounts for Rent

To be paid rent (or an agent's fee on rent) through Kanesto, your identity must be verified by Kanesto and your payout account must be a bank account in your own name, which is verified with the bank and registered with Flutterwave. When both are done, your account is switched on for rent automatically: there is no separate application. The name on the bank account must match the name on your Kanesto profile, which Kanesto checks against your identity document when it verifies you (for a company, its registration). If the names do not match, the account is not switched on, and you can add an account in your own name. Changing the bank account removes the approval until the new account has passed the same checks. Kanesto may switch an account off, or refuse to switch it on, where it has reason to doubt that the person is entitled to receive the rent. An agent whose account is not switched on is not paid through Kanesto: an agreed fee is then recorded as owed and settled between you and the landlord, and nothing is shown as paid until it has been.

D5B. Withdrawal PIN

To protect your money if someone gets into your account, you set a four-digit withdrawal PIN in Wallet. You must enter it before you request a withdrawal and before you change your bank account. Five wrong tries lock the PIN for 24 hours. A PIN that has just been set or changed works for withdrawals and bank account changes only after a short waiting period (24 hours), and you are notified when it is set. Keep your PIN private: Kanesto will never ask you for it. If you forget it, contact Kanesto support, who will reset it after checking your identity. You are responsible for withdrawals made with your PIN.

D6. Withdrawal Review

Every withdrawal request is checked before payment. Routine requests that are within Kanesto's limits, from an account with a verified bank account that is not brand new and with enough settled balance, are approved automatically by the system. Everything else waits for a member of Kanesto's team to review it. How an approved withdrawal is paid. Approved withdrawals are normally sent by the Kanesto team as a bank transfer to your verified account, and the transfer reference is recorded against your request. When Kanesto switches on automatic payment, the transfer is sent through the payment processor instead. Kanesto does not charge a fee of its own on a withdrawal. A request moves through the following stages, shown to you in your Wallet:

Requested — you have submitted the request.
Under Review — a member of Kanesto's team is actively reviewing it.
Approved — the request has passed review and is confirmed for payout.
In Payout Batch — the request has been grouped with other approved requests for payment processing.
Processing — the payout batch (or, for an individually processed request, the transfer itself) has been submitted for payment.
Paid — the transfer has been confirmed as completed.

A request may instead be marked:

Rejected — the request did not pass review (you will be shown the reason).
Failed — a payment attempt did not go through (you may be able to submit a new request once the issue is resolved).
Reversed — a payment that was sent was later returned or reversed by the receiving bank.
Cancelled — the request was cancelled before it was paid (to cancel one, contact support).

A withdrawal is only ever shown as "Paid" once the transfer has actually been confirmed — not merely because Kanesto staff have prepared or exported it for payment.

Bank processing times. Kanesto sends an approved payout promptly, and in any case within the time shown in your Wallet. When the money shows in your account depends on your bank: banks sometimes delay credit alerts, especially late at night, on Sundays and public holidays, and during bank maintenance. A delay at your bank is not a delay by Kanesto. If a payout shows as Paid and has not reached you after one Business Day, contact support with the transfer reference.

D7. Fraud/Risk Checks

Kanesto may apply fraud and risk checks to a withdrawal request, including a waiting period after you add or change a bank account (currently 24 hours), limits on a single withdrawal and on the total per day, closer review of accounts that have been flagged, and re-confirming that your available balance genuinely covers the requested amount at the time of review (balances can change if other requests are pending). A request that no longer checks out will not be approved as submitted. Kanesto may also place a Hold on or delay a withdrawal where it reasonably suspects fraud or money laundering, where a regulator, bank, the police or a court asks or orders it, or while a refund, chargeback or dispute about the same money is open (Section 11A of the Terms of Use). It tells you as soon as it lawfully can and releases the money when the matter is resolved.

D7A. Business Days and Checking a Payout

Withdrawals are processed on Business Days. A request approved on a Saturday, Sunday or public holiday is sent on the next Business Day, and your bank may take longer. If you think a payout is wrong, tell support within 7 days of it being paid, with the payout reference (Section 17.4 of the Terms of Use).

D8. Failed Payouts

If a payout attempt fails (for example, incorrect bank details or a rejection from the receiving bank), the request is marked Failed and the underlying balance remains available to you so you can submit a corrected request.

D9. Payout Reversals

If a bank later reverses or returns a transfer that had been marked Paid, Kanesto will mark that request Reversed and the underlying balance becomes available to you again.

D10. Processing Status

You can see the current status of every withdrawal request you have submitted, including past completed, failed, and rejected ones, in your Wallet.

D11. Support

If a withdrawal request appears stuck, or you have a question about its status, contact support@kanesto.africa with the request date and amount.

D12. Admin Review

A request is approved either automatically under Section D6, or by authorised Kanesto staff. Nothing is paid until it is approved and the transfer is confirmed.

D13. Kuda Business as Payout Infrastructure

Kanesto's intended infrastructure for sending approved withdrawal payments is Kuda Business, a licensed Nigerian financial institution's business banking and bulk-transfer service. Payments may be sent through the payment processor individually, or in batches uploaded to Kuda Business, depending on Kanesto's internal processing at the time. Kanesto is not a bank; it pays money owed to you out to your own bank account. This document does not state a fixed processing timeline or charge beyond what is shown to you in the app, because none is fixed independently of the product configuration.

Part E: Home services

E1. What this Part covers

Kanesto Services lets customers ask for home services (for example moving, cleaning, repairs and other categories Kanesto lists) and lets verified providers answer. Kanesto connects the two and handles the booking, payment and record. The provider, not Kanesto, performs the work. Kanesto is not the employer of providers and does not guarantee the quality of the work, though it applies the rules in this Part. See also Section 8 of the Terms of Use (service-provider responsibilities).

E2. Requests, answers and the agreed price

A customer chooses the job, answers a few short questions about it, and says when it is needed. Kanesto tells providers who are verified, take requests, do that kind of job and cover the area.
A provider sends a price, or declines. The customer chooses one answer.
The price is fixed when the customer chooses. A copy of the agreed terms (price, time, who agreed, and the cancellation terms) is stored with the booking. The price cannot be changed afterwards; extra work is agreed as a new booking.
For trades that Kanesto sets up as "diagnosis first" (the request screen says so), the first booking is for the provider's diagnosis or call-out. The provider then sends a repair quote, and nothing more is charged until the customer approves it.
Chat between customer and provider is private to them. Steering a job outside Kanesto to avoid its fees is against our rules (Section A7 and the Terms of Use) and may lead to suspension.

E3. Payment and when the provider is paid

The customer pays through our payment provider before the job. The provider's share is held and is released to the provider's Kanesto balance when the customer confirms the job is done, or automatically after the confirmation period if the customer does nothing (the period is shown on the booking).
The price and any payment-processing charge are shown and itemised before you pay. Kanesto keeps 10% of the price out of the provider's earnings. Only the work is paid here: parts and materials are bought and paid for directly with the provider.
The completion code. When the work is done, the customer can open the booking and show a 4-digit code that only they can see, once. The provider enters it to finish the job at once. The code is stored only as a protected value that nobody at Kanesto can read. After three wrong tries the code is locked and the customer makes a new one; a code expires after 72 hours. Give the code to the provider only when the work is really finished. If the code is not used, the customer can still confirm the job in the app, or it completes by itself after the confirmation period.

E4. Cancelling a booking

The cancellation terms that apply are shown before you pay and are copied into the booking, so a later change does not affect it. The starting values are:

Scheduled job: free cancellation (full refund) until 24 hours before the start; after that, 50% refunded.
"Need it now" job: free cancellation within 10 minutes of paying; after that, 50% refunded.
The provider cancels or cannot do the job: the customer is refunded in full.
The provider does not arrive: from 60 minutes after the agreed start the customer can report a no-show and is refunded in full.
Once the job has started it cannot be cancelled; report a problem instead.

Kanesto may change these values; the terms shown on your booking before you paid are the ones that apply to it.

E5. Problems, disputes and refunds

If something is wrong after payment, the customer reports it from the booking. The booking goes under review and the provider's money stays held while Kanesto's team decides, based on what both sides send. No refund happens automatically on a report alone. A refund is shown as complete only when the payment provider confirms it, and it goes back to the original payment method (Section C6). Kanesto's decision does not remove either person's legal rights.

E6. Reviews and provider standards

After a job, customers can rate and review the provider. Reviews must be honest and about the service; Kanesto may remove reviews that break Section A7. Providers must hold any licence their work legally requires, be on time, and treat customers' homes and belongings with care. Providers who cancel often, do not arrive, or break these rules can be suspended.

E7. Services that are switched off

If a service category is switched off, bookings for it are not accepted. If a payment still reaches us, it is not applied and is refunded (Section C9A).