← All terms and policies

Payment Terms

Version 1 Effective 20 Oct 2026 Last updated 20 Oct 2026
Contents

These terms apply to every payment made through the SOREALTH website and app, operated by (being updated) (the "Company") — rent, bills, booking deposits, add-on services, packages and listing packages — and form part of the Terms and Conditions. You must accept them before your first payment, and again after any material change.

1. Payment provider

  1. Money paid through the platform is received, held and handled by a licensed payment provider (payment gateway) used by the Company, under that provider's rules and terms.
  2. The Company does not store your card details or bank passwords; payment details go directly to the payment provider.
  3. When money reaches the recipient, which payment methods are available and any limits are set by the payment provider.

2. Holding and paying out

  1. Money paid for someone else (rent to a landlord, a service fee to a provider, a commission to an agent) is held with the payment provider and paid out when the conditions in the system are met — for example, the bill is fully paid, the job is accepted, or a waiting period has passed.
  2. One payment may be split between several parties (for example the landlord, the agent and the platform fee) in the amounts shown in the system and under the agreements the parties made in it.
  3. A payment through the platform counts as paid to the recipient for that amount.
  4. Recipients must give correct payout bank details in the same name as their verified identity; delays or losses from wrong details are the recipient's responsibility.

3. Fees

  1. Payments and payouts carry payment provider fees (for example a percentage of the amount and a fee per transfer) and may carry a platform fee of the Company.
  2. The rates, who bears them and the net amount the recipient gets are shown in the system before paying or on the payout. The Company may change rates with notice in the system.
  3. Payment provider fees already charged may not be refunded, even when the payment is.

4. Refunds

  1. Refunds follow the conditions of each service shown in the system (for example cancelling a booking or an add-on service job) and go back to the original method or the account the payer gives.
  2. How long a refund takes depends on the payment provider and the bank.
  3. When a refund is due to one party's fault, fees that cannot be refunded under 3.3 may be deducted from what that party receives.
  4. Packages and listing credits already used cannot be refunded unless the system says otherwise.

5. Payments outside the platform

  1. Deals or transfers made outside the platform (for example a deposit sent to a personal account because someone asked in a chat) are not covered by these terms; the Company cannot trace, hold or refund them.
  2. If someone asks you to pay outside the platform, please tell us with the report button or through Contact the team.

6. The Company's liability

  1. The Company provides the platform and is not a party to leases, service agreements or agent agreements between users, and does not guarantee that any user performs them.
  2. The Company is not responsible for losses caused by (a) deals or payments outside the platform, (b) delays, outages or decisions of the payment provider or banks, or (c) wrong account or payment details given by users.
  3. Where the Company is liable, its total liability for a payment is limited to the platform fee it received from that payment.
  4. These limits do not apply to losses caused by the Company's wilful misconduct or gross negligence, or where the law does not allow liability to be limited.

7. Disputes and contact

  1. If a payment is wrong or you dispute a payout, tell the team within 30 days of the transaction through Contact the team or (being updated).
  2. While it is checked, the Company may ask the payment provider to hold the disputed amount.