How cancellations, refunds and disputes are handled for real estate escrow transactions on Propzora.
Effective Date: 28 September 2026
This Refund & Cancellation Policy explains how cancellations, refunds, and related requests are handled on Propzora.
It applies to eligible real estate transactions conducted through Propzora’s escrow-support service and should be read together with the Terms of Service, Privacy Policy, Cookie Policy, and Escrow Agreement.
Propzora’s refund and cancellation process is designed to provide a structured way for parties to resolve transactions while protecting the integrity of funds held within the escrow process.
Propzora escrow currently protects real estate transactions only, including transactions involving:
Transactions conducted outside Propzora’s escrow system are not covered by this Refund & Cancellation Policy.
Submitting a cancellation request does not automatically cancel an escrow transaction.
Funds may remain locked while the cancellation request is reviewed and the required parties respond.
The final treatment of the funds depends on the circumstances of the transaction and the applicable evidence.
The buyer may initiate a cancellation request through the Propzora platform.
The seller may respond to the cancellation request by accepting or disagreeing with it.
A participating agent may provide comments, information, or evidence but does not independently approve or reject the cancellation.
Where the seller accepts the buyer’s cancellation request, Propzora may proceed with the applicable refund process.
The refund will be processed according to the transaction records and the payment method used.
Where the seller disagrees with a cancellation request, the transaction may be referred for dispute or review.
The funds will generally remain locked while the matter is reviewed.
Propzora may consider the available evidence before determining the appropriate outcome.
Where a buyer no longer wishes to proceed and the transaction has not materially progressed, Propzora may review the circumstances and, where appropriate, refund the buyer.
Factors that may be considered include:
A refund in these circumstances is subject to review and is not an automatic entitlement merely because the buyer requests cancellation.
Where substantial progress has already been made in the transaction, Propzora may consider that progress when reviewing a cancellation or dispute.
For example, relevant progress may include property or document verification, delivery of transaction documents, completion of agreed transaction steps, or other material performance by one or more parties.
The existence of material progress does not by itself determine the outcome. Propzora will consider the circumstances and available evidence.
A buyer, seller, or participating agent may raise a dispute where there is a material disagreement concerning the transaction.
Disputes may involve matters such as:
When a dispute is under review, applicable funds may remain locked until the review is concluded.
Propzora may review information and evidence available through the platform, including:
Propzora may request additional information from the parties where necessary.
Depending on the circumstances and available evidence, a dispute may result in:
The outcome will depend on the circumstances and evidence available.
An agent’s commission may be considered separately according to the agent’s agreed role and the circumstances of the dispute.
Where an escrow transaction is cancelled and a refund is approved, the applicable Propzora escrow fee associated with that cancelled transaction is refundable as part of the refund process.
The applicable escrow fee is the fee displayed and accepted when the escrow transaction was created.
The Propzora withdrawal fee is separate from the escrow fee.
Where applicable, a ₦2,000 withdrawal fee may apply when a user withdraws funds that have not passed through an eligible escrow transaction.
Where funds are withdrawn as proceeds from an eligible completed escrow transaction, the separate ₦2,000 withdrawal fee does not apply.
The withdrawal fee is not an escrow cancellation fee.
An escrow transaction may have a stated deadline.
If the deadline passes, the transaction may be marked OVERDUE.
An overdue status does not automatically:
The funds may remain locked while the parties continue working toward completion or resolution.
A buyer, seller, or participating agent may raise a dispute where necessary.
Once a refund has been approved, Propzora will process the applicable refund through the appropriate payment or wallet mechanism.
The time required for a refund to reach the user’s bank account or payment method may depend on:
A refund being approved does not necessarily mean the funds will appear immediately in the user’s bank account.
If a user discovers a property, seller, buyer, or agent through Propzora and subsequently completes the transaction outside Propzora’s escrow system, the transaction is not covered by Propzora’s escrow cancellation or refund process.
No Propzora escrow means no Propzora escrow protection.
Propzora cannot apply its escrow refund, cancellation, or dispute procedures to an independently completed transaction that was never placed into Propzora escrow.
This does not remove any rights or remedies that may exist under applicable law.
Propzora may delay, restrict, suspend, or review a refund or withdrawal where there are reasonable concerns relating to:
Additional information or verification may be requested before funds are released.
If a user believes that a transaction, funding instruction, withdrawal, or other payment activity was made without their authorisation or contains an error, they should notify Propzora as soon as possible.
Propzora may investigate the transaction and take appropriate action based on the available evidence, applicable policies, payment-provider procedures, and applicable law.
Propzora may rely on third-party payment providers, banks, financial infrastructure providers, or other payment partners to process deposits, refunds, transfers, and withdrawals.
Processing times and technical requirements imposed by those providers may affect the timing of refunds.
Where a delay is caused by a third-party provider or banking system, Propzora may not be able to control the exact processing time.
Except where required by applicable law or otherwise expressly provided under Propzora’s policies, amounts may not be refundable where:
Where applicable, Propzora will communicate the reason for a refund decision or restriction.
Propzora may retain relevant transaction records when reviewing a cancellation or refund.
These may include:
Records will be handled in accordance with Propzora’s Privacy Policy and applicable data protection requirements.
Users are responsible for:
Propzora does not guarantee that every cancellation request will result in a refund.
Each cancellation or dispute may be considered according to the circumstances, transaction progress, available evidence, agreed transaction terms, and applicable law.
Nothing in this Refund & Cancellation Policy is intended to remove or restrict any consumer right, statutory protection, or legal remedy that cannot lawfully be excluded or restricted.
Where applicable law provides a mandatory right to a refund, cancellation, remedy, or other protection, that legal right will continue to apply.
Propzora may update this Refund & Cancellation Policy when its services, transaction processes, fees, legal requirements, or operational procedures change.
Material changes may be communicated through the website, platform, email, or other appropriate means.
The updated version will state its effective date.
For cancellation, refund, or transaction-related questions, contact:
Propzora Technologies Limited
Email: support@propzora.ng
Phone: +234 705 652 8753
Website: propzora.ng
When contacting Propzora about a transaction, users may be asked to provide relevant transaction details so the matter can be properly reviewed.
By creating, accepting, funding, or participating in a Propzora escrow transaction, the user acknowledges that they have had the opportunity to review this Refund & Cancellation Policy and agrees to its applicable provisions.
Last Updated: 28 September 2026
Effective date: September 28, 2026 — Propzora Legal Team
