Refund Policy.

This Refund Policy explains how refunds work across Agent-0, operated by The Architect Array. It should be read together with our Terms of Service. The short version: booking money sits in escrow until your stay begins, refunds are automatic where a rule applies, and refunded amounts land in your in-app wallet, from which you can withdraw to your bank at any time.

1. How escrow protects your booking

When you pay for a short-let booking, the full amount is held in escrow. It is not released to the realtor until after your check-in time. If anything goes wrong before check-in, the money is still under platform control, which is what makes the refunds below fast and reliable.

2. Booking refunds

• The realtor declines or cancels: you receive a 100% refund to your wallet, automatically.
• You cancel more than 1 hour before check-in: a 15% cancellation fee applies and 85% of the booking amount is refunded to your wallet.
• You cancel within 1 hour of check-in: a 50% cancellation fee applies and 50% is refunded to your wallet.
• After check-in time: cancellations are no longer accepted and no refund applies.
• Platform cancellation: if we cancel a booking (for example because a listing breached our rules), you receive a 100% refund with no penalty, regardless of timing.

3. Viewings and appointments

Booking a property viewing does not require payment, so there is nothing to refund. If a paid booking was made off the back of a viewing that misrepresented the property, report it to support and we will investigate under our listing rules.

4. Rent payments

Rent paid through Agent-0 goes directly to your landlord's wallet and is recorded against the rent period it covers. Rent is not held in escrow, so it is not automatically refundable. If a rent payment was made in error (wrong amount or duplicate), contact support immediately and we will work with both parties to resolve it. Refunds of rent otherwise require the landlord's agreement or a legal obligation.

5. Wallet withdrawals

Refunds are paid into your in-app wallet. You can withdraw your wallet balance to your verified Nigerian bank account at any time. Withdrawals are processed through our payment processor and normally arrive within minutes; if a transfer fails or stalls, we retry automatically and return the money to your wallet within 48 hours if it cannot be completed.

6. Tokens and subscriptions

• AI tokens are consumed on use. Consumed tokens are not refundable, and unused token balances have no cash value outside the app.
• Realtor subscriptions can be cancelled at any time, which stops future renewals. Fees already paid for the current billing cycle are not refunded.

7. Disputes and problems with a stay

If a property is materially different from its listing, unsafe, or inaccessible at check-in, contact support through the app as soon as possible and before checking in where you can. Because funds are still in escrow at that point, we can hold the payout while we investigate and refund you where the claim is upheld.

8. How long refunds take

• Wallet refunds: instant once the cancellation is processed.
• Withdrawals to bank: normally within minutes, up to 48 hours in edge cases.
• Support-mediated refunds (disputes, rent errors): we aim to resolve within 5 business days of receiving the complaint.

9. Contact

Questions about a refund? Reach us through Help & Support in the app or email hub@thearchitectarray.com.