Dispute Resolution Policy
How Roov handles disagreements between tenants and property managers.
This page is a working draft — the substance is what the product does today, but the final wording is pending review. Contact support@roov.africa if anything here contradicts what you were told in-app.
Scope
This policy covers disagreements between a tenant and a property manager that arose from a transaction on Roov — most commonly around caution deposit returns, rent refund requests, unit condition disputes, or claims of misrepresentation.
Disputes between users and Roov itself follow the Terms of Service (jurisdiction: Nigerian law, Federal Republic of Nigeria).
Step 1 — talk to the other party first
Most disputes are resolved by the two parties talking through the app chat. Both sides should attempt this before escalating to Roov.
Keep the conversation in the app chat — it's the record Roov's trust team will read if the dispute escalates.
Step 2 — open a Roov dispute
If direct conversation doesn't resolve it within 7 days, either party can open a dispute by emailing trust@roov.africa. Include:
The other party's name and the property.
What happened, in date order.
What outcome you're seeking (specific amount, specific action).
Any evidence — screenshots of chats, photos, receipts, Paystack references, the Move-in Condition report.
Step 3 — Roov's review
The trust team acknowledges the dispute within 24 hours and reviews the evidence within 5 business days.
The trust team may ask both parties for additional information. Both sides are given the opportunity to respond before a decision is made.
Step 4 — decision
Roov issues a written decision by email to both parties. Where money is involved, the decision typically directs one party to pay or refund a specific amount within a defined window (usually 7-14 days).
Where the dispute is over unit condition or lease terms, Roov may direct specific remedial action (e.g. "manager must fix the water pump within 14 days" or "tenant must vacate by [date]").
Decisions are informed by the Terms of Service, the Payment Policy, the Refund Policy, and the Caution / Security Deposit Policy.
Step 5 — enforcement
Roov enforces decisions using the tools available to it: releasing or holding pending payouts through the Paystack subaccount, restricting the account of a party who refuses to comply, or where warranted, referring the matter to Nigerian civil courts.
Roov's decisions are not legally binding on the parties. Either side retains the right to pursue civil action independently under Nigerian law.
Timeline
Most disputes are resolved within 10 business days from the day the dispute is opened.
Complex disputes involving significant sums or evidence gathering may take longer. The trust team will keep both parties updated.
Bad-faith disputes
Filing repeated unfounded disputes to harass another user is a violation of the Acceptable Use Policy and may result in account suspension.
Contact
trust@roov.africa. Escalation: complaints@roov.africa.
Last reviewed: 2026-09-03
Questions or something unclear? Email support@roov.africa and we'll help.