RentOut — Privacy Policy & Terms of Service

App Name: RentOut
Company / Operator: RentOut (Pvt) Ltd
Primary Market: Republic of Zimbabwe (with SADC regional reach)
Platforms: Android · iOS · Web
Contact Email: legal@rentout.co.zw
Effective Date: 26 April 2026
Last Updated: 26 April 2026

PLEASE READ THIS DOCUMENT CAREFULLY BEFORE USING THE RENTOUT PLATFORM.
By downloading, installing, accessing, or using RentOut in any way, you acknowledge that you have read, understood, and agree to be bound by both the Privacy Policy and the Terms of Service set out in this document. If you do not agree with any part of this document, you must immediately stop using the Platform.

TABLE OF CONTENTS

PART A — PRIVACY POLICY

1. Who We Are
2. Definitions
3. Information We Collect
4. How We Collect Information
5. Why We Collect Information (Purposes & Legal Bases)
6. How We Use Your Information
7. Information Sharing & Disclosure
8. Contact Information Gating (The Unlock System)
9. Data Storage, Security & Infrastructure
10. Data Retention
11. Your Rights
12. Children's Privacy
13. International Data Transfers
14. Push Notifications
15. Cookies & Local Storage
16. Third-Party Links & Services
17. Changes to This Privacy Policy
18. Contact Us (Privacy)

PART B — TERMS OF SERVICE

19. Acceptance of Terms
20. Eligibility
21. Account Registration & Security
22. User Roles & Permissions
23. Provider Obligations (Landlords, Agents & Brokerages)
24. Tenant Obligations
25. The Property Listing Process
26. The Unlock System & Payment Terms
27. Brokerage Float & Insurance System
28. Prohibited Conduct
29. Intellectual Property
30. User-Generated Content
31. Disclaimers & Limitation of Liability
32. Indemnification
33. Account Suspension & Termination
34. Dispute Resolution & Governing Law
35. Modifications to the Terms
36. Miscellaneous
37. Contact Us (Legal)

PART A — PRIVACY POLICY

1. Who We Are

RentOut is a digital real estate marketplace operated by RentOut (Pvt) Ltd, a company incorporated under the laws of the Republic of Zimbabwe. The Platform connects property providers (landlords, freelance agents, and registered brokerages) with prospective tenants across Zimbabwe and the broader SADC region.

RentOut acts as the data controller for personal data collected through the Platform. We determine how and why your personal data is processed, and we are responsible for ensuring it is handled lawfully, fairly, and transparently.

Registered Office:
RentOut (Pvt) Ltd
Zimbabwe
Email: legal@rentout.co.zw

2. Definitions

For the purposes of this Privacy Policy, the following terms have the meanings given below:

3. Information We Collect

We collect the following categories of personal data, depending on your role on the Platform:

3.1 Information Collected from All Users

• Full name — required at registration.
• Email address — used as your login credential and for communications.
• Password — stored in hashed form via Firebase Authentication; we never store plaintext passwords.
• Phone number — required at registration; used for account identification and, where relevant, contact purposes.
• Gender — collected at registration (options: Male, Female, Transgender, Prefer not to say).
• National ID number — your Zimbabwe national ID (e.g., "63-123456 A78"); collected for identity verification purposes.
• Profile photograph — optional but encouraged; uploaded to Firebase Storage.
• Role & account type — whether you are a Tenant, Landlord, Freelance Agent, or Brokerage.
• Device & platform information — the platform you use (Android, iOS, or Web), recorded at login.
• Login timestamps — the date and time of each successful login.
• Session preference — whether you selected "Remember Me" at login.
• Theme preference — your light/dark/system theme setting.
• Notification read status — which in-app notifications you have read.
• Push notification token(s) — FCM token(s) used to deliver push notifications to your device.
• Account status metadata — status values such as active, suspended, and account_deleted, plus related audit timestamps where applicable.

3.2 Additional Information Collected from Providers (Landlords & Agents)

• Agent licence / accreditation number — for Freelance Agents.
• Years of experience — for Freelance Agents.
• Property listings data — all fields entered when creating a property listing (see Section 3.4).

3.3 Additional Information Collected from Brokerages

• Company / agency name — the registered trading name.
• Companies Registry number — the official incorporation number.
• Company street address, city, and country — registered office address.
• ZIMRA / Tax clearance number — optional; for tax compliance.
• Company phone number — office contact number.
• Company email address — official business email.
• Company logo — uploaded image, stored in Firebase Storage.
• Brokerage float balance — the current insurance deposit balance in USD.
• Brokerage subscription fee — the agreed fee level in USD.
• Brokerage commission rate — the agreed percentage deducted per unlock.
• Float top-up history — records of all float deposits made via PesePay.
• Brokerage ledger entries — a full audit trail of all float debits and credits.

3.4 Property Listing Data

When a Provider creates a property listing, we collect:

• Property title, description, and location (suburb and city).
• Property type, classification, and location density type.
• Monthly rental price (USD) and security deposit amount.
• Number of bedrooms, bathrooms, bathroom type, and kitchen details.
• Bills included/excluded (WiFi, Water, Electricity).
• Amenities and proximity facilities.
• Geographic coordinates (latitude and longitude) — used to display the property on a map.
• Availability date.
• Tenant requirements (preferences expressed by the Provider).
• Contact number — the phone number tenants receive after unlocking; this is never shown to tenants who have not paid to unlock the property.
• For Agent listings: the Agent's full name and contact number, and the landlord's name.
• For Brokerage listings: the individual broker's name and contact number, and all brokerage company details.
• Property images — uploaded to Firebase Storage.
• Listing status (pending, approved, rejected).
• Admin moderation notes (approval/rejection timestamps and rejection reasons).

3.5 Transaction & Payment Data

• Payment amount, currency (USD), payment reference number, and payment method metadata.
• Payment provider used (PesePay).
• Payment status lifecycle (e.g., pending, redirect pending, success, failed).
• Payment category and type (e.g., unlock fee, reservation fee, acquisition, full rent/deposit, short-stay).
• Timestamps of payment initiation, redirect, verification, and completion.
• Property, tenant, and provider identifiers associated with each payment.
• For Brokerage unlocks: float balance before and after the deduction, deduction amount, and ledger entry reference.
• For provider payouts and platform fees: split metadata recorded in transaction and ledger records.

3.6 Reservation and Booking Data

• Reservation records, including reservation ID, tenant ID, provider ID, property ID, status, and expiry timestamp.
• Short-stay booking records, including booking ID, period value/unit, status, and related transaction identifiers.
• Acquisition linkage between reservation and final settlement transaction where applicable.

3.7 Unlock Records

• A permanent record that a specific Tenant has unlocked a specific property.
• The associated Transaction ID.
• The timestamp of the unlock.

3.8 Review Data

• Star rating, selected review categories, optional comment text, review context (tenant/provider), and creation timestamp.

3.9 Notification Data

• The content of in-app notifications sent to you.
• Whether each notification has been read.
• The type of notification (including listing moderation outcomes, unlock outcomes, payment outcomes, reservation/acquisition outcomes, account status updates, welcome/system messages).

3.10 Technical & Usage Data

• IP address (collected by Firebase and PesePay infrastructure).
• Device operating system and version.
• App version.
• Crash reports and error logs (via Firebase).
• Feature usage patterns within the app (e.g., which screens are visited, search filters applied).

4. How We Collect Information

We collect information in the following ways:

• Directly from you — when you register an account, complete your profile, create a property listing, make a payment, or contact us.
• Automatically — through the Firebase SDK embedded in the app, which records technical and usage data.
• Through payment processing — PesePay provides us with payment status and reference information after processing a transaction.
• Through Firebase Cloud Functions — our server-side functions process payment, reservation, acquisition, and booking outcomes; generate notifications; and write protected financial/audit records.
• Through recovery and verification flows — account recovery callables validate role/subtype and phone/email matches before returning recovery responses.
• Through routing/map services — when you use route and map features, origin/destination coordinates may be transmitted to map/routing services.
• From your device — with your permission, we access your device's GPS/location services when you use the map picker to set a property's geographic coordinates (Providers only) or when the app auto-locates your position to assist map navigation.

5. Why We Collect Information

We process your personal data on the following legal bases:

6. How We Use Your Information

We use the information we collect for the following purposes:

6.1 Account Management

• To create, authenticate, and manage your account.
• To verify your identity using your National ID and other registration details.
• To enforce role-based access control (Tenant vs. Provider vs. Admin).
• To support role-aware account recovery workflows using email + phone verification and masked recovery hints.
• To remember your login session when you select "Remember Me."
• To send you a welcome notification upon first registration.

6.2 Platform Operations

• To display property listings to Tenants.
• To allow Providers to create, edit, and manage their property listings.
• To submit new listings for Admin review and moderation.
• To notify Providers of listing approval, rejection, or flagging decisions.
• To process Unlock eligibility and enforce contact-gating rules.
• To manage reservation holds, acquisition settlement, and short-stay booking workflows.
• To send Tenants unlock success/failure notifications.
• To notify Tenants when a property they have unlocked is updated or removed.
• To notify Providers when a Tenant unlocks one of their listings.
• To display interactive maps for property location setting (Providers) and directions (Tenants post-unlock).

6.3 Payment Processing

• To initiate and track payments through PesePay.
• To verify payment outcomes through redirect polling, webhook/callback verification, and reconciliation jobs.
• To record and display your payment history.
• To generate and store transaction records.
• To maintain Brokerage, Landlord, and Agent earnings/ledger records and apply configured fee splits.

6.4 Safety & Compliance

• To detect and prevent fraudulent activity, fake listings, and abuse of the Platform.
• To suspend accounts that violate our Terms of Service.
• To respond to legal requests from Zimbabwean authorities or courts.
• To maintain audit trails for regulatory compliance.

6.5 Communications

• To send in-app notifications about account and listing events.
• To send push notifications via Firebase Cloud Messaging (FCM) — only if you have granted notification permission.
• To respond to support requests and queries.

6.6 Platform Improvement

• To analyse usage patterns and improve the app experience.
• To identify and fix bugs and performance issues.
• To develop new features based on user behaviour.

7. Information Sharing & Disclosure

We do not sell your personal data. We share your data only in the following circumstances:

7.1 Between Users — Controlled Disclosure via the Unlock System

The contact details of a Provider (landlord's phone number, agent's contact, or brokerage contact details) are never displayed publicly. They are only shared with a Tenant after that Tenant has successfully paid the Unlock fee. See Section 8 for full details of this system.

7.2 With Firebase / Google

All data is stored on Google Firebase infrastructure (Firestore, Firebase Storage, Firebase Authentication, Firebase Hosting, Firebase Cloud Functions). Google processes this data as a data processor on our behalf. Google's privacy policy applies to their infrastructure: https://policies.google.com/privacy.

7.3 With PesePay

When you initiate any supported payment flow (including unlock, reservation, acquisition, full rent/deposit, or short-stay), relevant transaction details are shared with PesePay, our payment gateway. PesePay processes payment information in accordance with its own privacy policy and is responsible for the security of card/mobile money data during the payment process. RentOut does not store full card numbers or mobile money PINs.

7.4 With Our Admin Team

RentOut staff (Admins) have access to all Platform data for the purposes of moderation, support, and compliance. Admin access is subject to confidentiality obligations.

7.5 Legal Compliance

We may disclose your personal data to law enforcement, regulators, or courts if we are required to do so by applicable Zimbabwean law, a valid court order, or to protect the rights, property, or safety of RentOut, our users, or the public.

7.6 Business Transfers

In the event of a merger, acquisition, or sale of all or part of our business, your data may be transferred to the acquiring entity. We will notify you of any such transfer.

7.7 With Your Consent

We may share your data with third parties not described above if you give us explicit consent to do so.

8. Contact Information Gating — The Unlock System

A core privacy feature of the RentOut Platform is the Unlock System, which protects the contact details of property Providers from public exposure:

• Property listings are publicly visible to all authenticated Tenants, but the contact phone number of the Provider (and agent/brokerage contact details where applicable) is hidden by default.
• To access contact details, a Tenant must pay a non-refundable Unlock fee of USD $10 per property.
• Upon successful payment verification by our backend (Firebase Cloud Functions), an Unlock record is permanently created linking the Tenant to that property.
• The Tenant then gains access to the Provider's contact details within the app, and can also view map directions to the property.
• A reservation payment alone does not grant contact access; contact access is controlled by Unlock/full-payment access rules.
• The Unlock is permanent — once unlocked, the Tenant retains access to the contact details even if the listing is later updated.
• The Provider receives a notification that one of their properties has been unlocked (but is not told which specific Tenant unlocked it at the app level).
• For Brokerage listings, an additional commission (15% of the unlock fee by default) is deducted from the Brokerage's float balance at the time of unlock.

This system ensures that Provider contact information is only accessible to users who have demonstrated genuine intent by completing a payment, protecting Providers from spam and unsolicited contact.

9. Data Storage, Security & Infrastructure

9.1 Where Data Is Stored

All Platform data is stored in Google Cloud Firestore (a NoSQL cloud database) and Firebase Storage (for images and files). Firebase services operate on Google Cloud infrastructure, with data centres located in the United States and potentially other Google Cloud regions. See Section 13 for information on international data transfers.

9.2 Security Measures

We implement the following technical and organisational security measures:

• Firebase Authentication — all passwords are hashed using industry-standard algorithms; we never store plaintext passwords.
• Firestore Security Rules — granular server-side rules enforce that:
• Users can only read and write their own data.
• Tenants cannot access contact details without a valid Unlock record.
• Financial and protected records (transactions, unlocks, reservations, shortStayBookings, and earnings/float ledgers) are server-controlled and cannot be client-written.
• Admin-only fields (such as listing status, float balances, and account suspension status) cannot be modified by regular users.
• HTTPS / TLS — all data in transit between your device and our servers is encrypted using TLS.
• Firebase Storage rules — image files are protected and only accessible to authenticated users.
• Role-based access control — enforced at both the app layer and the Firestore rules layer; Admin, Provider, and Tenant roles each have strictly defined permissions.
• Cloud Functions — sensitive operations (payment verification, unlock creation, reservation/booking settlement, float deductions, and account-status automation) are performed server-side in a trusted environment, not on user devices.

9.3 Limitations

No security system is perfect. While we take all reasonable precautions, we cannot guarantee absolute security of your data. In the event of a data breach that affects your rights and freedoms, we will notify affected users as required by law.

10. Data Retention

We retain your personal data for the following periods:

After the applicable retention period, data is securely deleted or anonymised.

11. Your Rights

Depending on applicable law, you may have the following rights with respect to your personal data:

11.1 Right of Access

You have the right to request a copy of the personal data we hold about you.

11.2 Right to Rectification

You have the right to correct inaccurate or incomplete personal data. You can update most of your profile information directly within the app (Profile screen).

11.3 Right to Erasure ("Right to be Forgotten")

You have the right to request deletion of your personal data, subject to our legal obligations to retain certain records (e.g., transaction, reservation, booking, and ledger records for tax, audit, and compliance purposes). Certain financial and entitlement records may be retained as part of an immutable audit trail.

11.4 Right to Restriction of Processing

You may request that we restrict the processing of your data in certain circumstances (e.g., if you contest the accuracy of your data).

11.5 Right to Data Portability

You may request a copy of your personal data in a structured, machine-readable format.

11.6 Right to Object

You may object to processing of your data based on our legitimate interests. Note that objecting to essential processing may prevent you from using certain features of the Platform.

11.7 Right to Withdraw Consent

Where processing is based on your consent (e.g., push notifications, marketing), you may withdraw consent at any time without affecting the lawfulness of processing before withdrawal.

11.8 How to Exercise Your Rights

To exercise any of the above rights, contact us at legal@rentout.co.zw with the subject line "Data Rights Request." We will respond within 30 days. We may need to verify your identity before processing your request.

12. Children's Privacy

The RentOut Platform is intended for users who are 18 years of age or older. We do not knowingly collect personal data from persons under the age of 18. Registration requires a valid Zimbabwe National ID, which is only issued to persons aged 16 and over; however, our Terms of Service require users to be 18 or over.

If we become aware that we have collected personal data from a person under 18 without appropriate parental consent, we will take steps to delete that data promptly. If you believe a minor has registered on the Platform, please contact us at legal@rentout.co.zw.

13. International Data Transfers

Your data is stored on Google Firebase infrastructure, which may be hosted in data centres outside Zimbabwe, including in the United States and other countries. By using the Platform, you consent to the transfer of your data to these jurisdictions.

We ensure that such transfers are protected by Google's standard contractual clauses and data processing agreements, which provide equivalent safeguards to those required under Zimbabwean law.

14. Push Notifications

We use Firebase Cloud Messaging (FCM) to send push notifications to your device. Push notifications are used to alert you to important events, including:

• Listing approval, rejection, or flagging (Providers).
• Unlock success or failure (Tenants).
• Payment confirmation/outcome updates (Tenants).
• Reservation, acquisition, and short-stay booking status updates.
• Property updates or removals for unlocked properties (Tenants).
• Account suspension notices.
• System and welcome messages.

To deliver these notifications, we store and process your FCM device token(s). Invalid/unregistered tokens may be removed automatically during delivery error handling.

You may disable push notifications at any time through your device's system settings. Disabling push notifications does not affect in-app notifications, which are always delivered.

15. Cookies & Local Storage

15.1 Mobile App

The RentOut mobile app (Android and iOS) does not use browser cookies. It uses local device storage to persist your session preference ("Remember Me") and theme setting. This data is stored on your device and is not transmitted to our servers unless you use the Platform's features.

15.2 Web Application

The RentOut web application (Admin Panel) may use: - Session cookies — to maintain your logged-in state. - Local storage — to cache user preferences and improve performance.

These are first-party cookies/storage entries and are not used for advertising or third-party tracking purposes.

16. Third-Party Links & Services

The Platform may contain links to third-party websites or services (e.g., WhatsApp for contacting a Provider, Google Maps for directions, and routing services for route calculations). We are not responsible for the privacy practices of these third parties. We encourage you to review the privacy policies of any third-party services you access through the Platform.

Third-party services integrated with or used by the Platform include:

17. Changes to This Privacy Policy

We may update this Privacy Policy from time to time. When we do, we will: - Update the "Last Updated" date at the top of this document. - Publish the updated policy in the app and on our website. - Notify users of material changes via in-app notification or email.

Continued use of the Platform after the effective date of any changes constitutes acceptance of the updated Privacy Policy.

18. Contact Us (Privacy)

For any privacy-related queries, requests, or complaints, please contact:

RentOut (Pvt) Ltd — Data Privacy
Email: legal@rentout.co.zw
Subject line: "Privacy Enquiry"

We aim to respond to all privacy requests within 30 days.

PART B — TERMS OF SERVICE

19. Acceptance of Terms

By creating an account, downloading, installing, accessing, or using the RentOut Platform in any manner, you enter into a legally binding agreement with RentOut (Pvt) Ltd ("RentOut," "we," "us," or "our") and agree to be bound by these Terms of Service ("Terms"), our Privacy Policy (Part A of this document), and any additional guidelines, policies, or rules posted on the Platform.

If you are accessing the Platform on behalf of a company or other legal entity (e.g., as a Brokerage), you represent that you have the authority to bind that entity to these Terms, and references to "you" include that entity.

If you do not agree to these Terms, you must not use the Platform.

20. Eligibility

To use the RentOut Platform, you must:

1. Be at least 18 years of age.
2. Be a natural person or a duly incorporated legal entity operating lawfully in Zimbabwe or the SADC region.
3. Possess a valid Zimbabwe National ID (for individual users) or a valid Companies Registry number (for Brokerages).
4. Not have been previously suspended or banned from the Platform.
5. Have the legal capacity to enter into binding contracts under the laws of Zimbabwe.
6. Not be prohibited from using the Platform under any applicable law.

By registering, you represent and warrant that you meet all of the above eligibility requirements. RentOut reserves the right to verify your identity and eligibility at any time and to suspend or terminate your account if you are found not to meet these requirements.

21. Account Registration & Security

21.1 Registration

To access most features of the Platform, you must create an account. During registration, you must provide accurate, complete, and up-to-date information, including your full name, email address, phone number, National ID, and gender. You must maintain the accuracy of this information throughout your use of the Platform.

21.2 Role Selection

At registration, you must select your role: Tenant, Landlord, Freelance Agent, or Brokerage. Each role grants access to different features and carries different obligations. Your role cannot be changed after registration without contacting RentOut support.

21.3 Password & Account Security

You are solely responsible for maintaining the confidentiality of your account password and for all activity that occurs under your account. You must: - Choose a strong, unique password. - Never share your password with any third party. - Notify RentOut immediately at legal@rentout.co.zw if you suspect unauthorised access to your account.

RentOut will not be liable for any loss or damage arising from your failure to protect your account credentials.

21.4 One Account Per Person

Each individual may hold only one account on the Platform. Brokerages may hold one account per registered legal entity. Creating multiple accounts to circumvent suspension or gain unfair advantage is strictly prohibited.

21.5 "Remember Me" Feature

If you select the "Remember Me" option at login, the Platform will maintain your session and automatically log you in on subsequent visits from the same device. You are responsible for ensuring that your device is secure if you use this feature.

21.6 Account Accuracy

Providing false, misleading, or fraudulent information during registration — including a false National ID, fabricated company registration number, or impersonating another person or entity — is grounds for immediate account termination and may be reported to the relevant Zimbabwean authorities.

22. User Roles & Permissions

The Platform recognises the following user roles, each with distinct capabilities:

22.1 Tenant

• Can browse all approved property listings.
• Can filter listings by city, suburb, property type, classification, price range, and other criteria.
• Can view property details including photos, amenities, location map thumbnail, availability, and pricing.
• Can pay the Unlock fee to access a Provider's contact details and full map directions.
• Can view their payment history and a list of all unlocked properties.
• Can receive in-app and push notifications.
• Cannot create, edit, or delete property listings.
• Cannot access contact details of any property without paying the Unlock fee.

22.2 Landlord

• Can create, edit, and delete their own property listings.
• Can upload property images.
• Can set a property's location using the interactive map picker (GPS-assisted).
• Can view their own property listings and their statuses (pending, approved, rejected).
• Can view which of their properties have been unlocked (but not by whom specifically).
• Can edit their profile information.
• Cannot approve their own listings (only Admin can approve listings).
• Cannot access the Brokerage float system.

22.3 Freelance Agent

• Has all the capabilities of a Landlord.
• Listings display the Agent's name and contact number, plus the landlord's name as provided by the Agent.
• Must hold a valid agent licence/accreditation number, which must be provided at registration.

22.4 Brokerage

• Has all the capabilities of a Landlord.
• Must maintain an active insurance float balance above the minimum safety threshold (see Section 27).
• Listings display the individual broker's name and contact, plus full brokerage company details.
• Has access to the Brokerage Account screen showing float balance, health, and full ledger history.
• Can initiate float top-up payments via PesePay.
• Is subject to automatic commission deductions on every Unlock of their listings.
• May have their listings frozen (unable to be unlocked by Tenants) if the float balance falls below the minimum threshold.

22.5 Admin

• Admin accounts are operated exclusively by RentOut staff.
• Admins can approve, reject, or flag any property listing.
• Admins can suspend or reinstate any user account.
• Admins can view all transactions, unlocks, and notifications.
• Admins can delete listings, transactions, or user accounts.
• Admin accounts cannot be self-registered; they are created directly by RentOut.

23. Provider Obligations

All Providers (Landlords, Freelance Agents, and Brokerages) agree to the following obligations:

23.1 Accuracy of Listings

You represent and warrant that all information in your property listings is true, accurate, current, and complete, including: - The property's location, address, and geographic coordinates. - The rental price and security deposit amount. - The number of bedrooms, bathrooms, and other structural details. - The amenities, bills inclusion/exclusion, and proximity facilities. - The availability date. - The contact number provided for Tenants to reach you.

Deliberately misrepresenting a property is a serious violation of these Terms and may result in immediate account suspension and legal liability.

23.2 Legal Authority to List

You warrant that you have the legal right to list the property — either as the owner, or as an authorised agent acting on behalf of the owner with their express written consent. You must not list properties you do not own or are not authorised to list.

23.3 Listing Submission & Moderation

All new listings are submitted in a "pending" status and must be reviewed and approved by a RentOut Admin before they become visible to Tenants. RentOut reserves the right to approve, reject, or flag any listing at its sole discretion, with or without providing a reason.

23.4 Keeping Listings Current

You are responsible for keeping your listings up to date. If a property is no longer available (e.g., it has been rented), you must update or remove the listing promptly. Maintaining listings for unavailable properties is prohibited.

23.5 Contact Details

The contact number you provide in your listing must be a valid, active number that can be reached by prospective Tenants after they pay the Unlock fee. Providing a false or inactive contact number is a violation of these Terms.

23.6 Image Quality & Authenticity

Images uploaded with listings must be genuine photographs of the actual property. Use of stock photos, images of different properties, or digitally manipulated images that misrepresent the property is prohibited.

23.7 Tenant Requirements

Providers may specify tenant preferences (e.g., preferred gender, employment status, or family composition). However, these must comply with applicable Zimbabwean anti-discrimination laws. Preferences that constitute unlawful discrimination are prohibited.

23.8 Communication with Tenants

Once a Tenant has unlocked a listing, you are expected to respond to their enquiries in a timely, professional, and honest manner. RentOut is not responsible for the outcome of any rental negotiations between Providers and Tenants.

24. Tenant Obligations

All Tenants agree to the following obligations:

24.1 Genuine Intent

By paying the Unlock fee for a property, you represent that you have a genuine interest in renting that property and are not purchasing contact details for spam, harassment, or commercial data harvesting purposes.

24.2 Respectful Communication

You must communicate with Providers in a respectful, professional, and honest manner. Harassment, threats, or abusive communication directed at any Provider is strictly prohibited.

24.3 No Resale of Contact Details

You must not resell, share, distribute, or publish the contact details of any Provider obtained through the Unlock system. Contact details are provided for your personal use only in connection with your rental search.

24.4 Accurate Information

All information you provide on the Platform (including your profile details and identity information) must be accurate and truthful.

24.5 No Circumvention of the Unlock System

You must not attempt to obtain Provider contact details through any means other than the Unlock payment system — including but not limited to screen scraping, reverse engineering, API manipulation, or social engineering of other users.

25. The Property Listing Process

25.1 Submission

Providers submit listings through the "Add Property" screen on the Platform. All required fields must be completed accurately before submission. Incomplete or inaccurate submissions may be rejected.

25.2 Review Queue

Upon submission, listings enter a pending review queue. RentOut Admins review listings for compliance with these Terms, including: - Accuracy and completeness of information. - Authenticity of property images. - Compliance with prohibited content rules. - Absence of duplicate or spam listings.

25.3 Approval, Rejection & Flagging

• Approved: The listing is made visible to Tenants.
• Rejected: The listing is not made visible. The Provider receives a notification with the rejection reason and may resubmit after addressing the issue.
• Flagged: The listing is temporarily hidden pending further review. The Provider is notified.

25.4 Editing Approved Listings

Providers may edit their approved listings at any time. Certain edits (such as changes to property type, classification, or contact details) may trigger a re-review. Edits do not automatically re-open the listing to Tenants who have already unlocked it — those Tenants retain their access and receive a notification of any significant updates.

25.5 Deletion

Providers may delete their listings at any time. Deleted listings are no longer visible to Tenants. Tenants who have previously unlocked a deleted listing will receive a notification that the listing has been removed.

25.6 Lifecycle States and Relisting

Listings may transition through lifecycle states such as active, inactive, and relisted, depending on payment outcomes, provider actions, and platform moderation logic. RentOut may preserve inactive/relisted records for audit, analytics, and dispute resolution purposes.

26. The Unlock System & Payment Terms

26.1 The Unlock Fee

To access the contact details of a property listing, Tenants must pay a non-refundable fee of USD $10.00 (ten United States Dollars) per property. This fee may be updated by RentOut from time to time with reasonable notice.

26.2 Payment Processing

Payments are processed through PesePay, a third-party payment gateway. By initiating a payment, you agree to PesePay's terms of service and privacy policy. RentOut does not store your full payment card details or mobile money credentials.

26.3 Payment Modes

The Platform may operate in: - live payment mode (real money processed via PesePay), - sandbox payment mode (PesePay sandbox infrastructure), or - demo mode (simulated flow for controlled testing).

The active mode is determined by backend configuration and operational controls.

26.4 Supported Payment Flows

Depending on product context, RentOut supports multiple payment categories, including: 1. Unlock payments (contact access). 2. Reservation payments (time-limited hold). 3. Acquisition payments (reservation completion path). 4. Full rent/deposit payments. 5. Short-stay booking payments (period-based).

26.5 Payment Verification and Settlement

Upon successful gateway confirmation, backend services (Cloud Functions) may automatically: 1. Record/settle the transaction. 2. Create or update Unlock, Reservation, Acquisition, or Short-Stay records as applicable. 3. Emit user/provider notifications. 4. Apply provider/platform/brokerage split logic where applicable.

26.6 Access Rules and Reservation Boundary

Unlock access rules remain strict: - Unlock (or equivalent full entitlement conditions) controls release of protected provider contact details. - Reservation payment alone does not automatically grant protected contact access.

26.7 Failed, Pending, or Delayed Outcomes

If payment fails or is not confirmed, entitlement is not granted. Some flows may remain in pending/redirect states while verification and reconciliation complete. You may retry payment where permitted by the Platform.

26.8 Non-Refundability

Unlock payments are non-refundable unless required by law. Once payment is successfully processed and an Unlock record is created, no refunds will be issued — including in cases where: - The Provider does not respond to your contact attempts. - The property is no longer available. - The listing is subsequently removed or rejected. - You change your mind about the property.

We strongly encourage Tenants to review all available information about a listing before proceeding with payment.

26.9 Permanent Access (Unlock Scope)

Once you have unlocked a property, your access to the Provider's contact details is permanent and remains in your "Unlocked Properties" list unless your account is deleted or suspended.

26.10 Currency

All prices on the Platform are denominated in United States Dollars (USD). RentOut accepts payments in USD and such other currencies as may be supported by PesePay from time to time.

26.11 Provider Settlement and Fee Splits

RentOut may apply platform/provider split calculations, brokerage float deductions, and earnings-ledger recording based on configured financial settings and payment category. These calculations are performed server-side.

27. Brokerage Float & Insurance System

27.1 Purpose of the Float

To participate in the Unlock system, Brokerages must maintain an insurance float — a pre-funded balance held on the Platform. This float serves as: - A security deposit demonstrating the Brokerage's financial commitment to the Platform. - A source from which commissions are automatically deducted on each Unlock.

27.2 Float Parameters

The following parameters apply to the Brokerage float system (subject to change by RentOut):

27.3 Automatic Commission Deductions

Each time a Tenant unlocks a Brokerage listing, the applicable commission is automatically deducted from the Brokerage's float balance by our Cloud Functions. The Brokerage receives a ledger entry recording the deduction, including the balance before and after.

27.4 Float Freeze Mechanism

If a Brokerage's float balance falls below the configured safety buffer (USD $10.00 by default), the following occurs automatically: 1. The Brokerage's account is frozen — no further Unlocks are permitted on their listings. 2. All of the Brokerage's listings are updated to indicate that Unlocks are temporarily unavailable. 3. Tenants attempting to unlock a frozen Brokerage's listing will be shown an appropriate message. 4. The Brokerage receives a notification.

The freeze is automatically lifted once the Brokerage tops up their float above the configured buffer.

27.5 Top-Up Process

Brokerages can top up their float balance through the Brokerage Account screen and approved operational/admin settlement paths. Top-ups are recorded as credit entries in the Brokerage ledger and credited to the float balance upon payment confirmation.

27.6 Float is Non-Transferable

The Brokerage float balance is not transferable between accounts and is not withdrawable by the Brokerage. It exists solely to fund commissions on the Platform.

27.7 Ledger & Audit Trail

RentOut maintains a complete, immutable ledger of all float transactions (top-ups, deductions, and adjustments) for each Brokerage. This ledger is accessible to the Brokerage through the app and to RentOut Admins through the admin panel.

28. Prohibited Conduct

You must not use the Platform to:

1. Post false listings — listing a property that does not exist, that you are not authorised to list, or with materially false information.
2. Impersonate others — pretending to be another person, company, or authority.
3. Spam or flood — submitting multiple duplicate or near-duplicate listings of the same property.
4. Harvest contact details — using the Unlock system for the purpose of building a database of Provider contact details for commercial or spamming purposes.
5. Circumvent payments — attempting to access contact details without paying the Unlock fee.
6. Conduct fraud — using stolen payment credentials, fraudulent mobile money transactions, or any other form of payment fraud.
7. Harass users — sending threatening, abusive, or harassing messages to any Provider or other user through any channel facilitated by the Platform.
8. Manipulate the moderation system — attempting to get legitimate listings removed by filing false reports.
9. Reverse engineer the Platform — decompiling, disassembling, or attempting to extract the source code of the app.
10. Interfere with Platform operations — uploading malware, conducting denial-of-service attacks, or otherwise interfering with the Platform's functionality.
11. Violate laws — using the Platform for any purpose that is illegal under Zimbabwean or international law, including money laundering, tax evasion, or facilitating illegal rental arrangements.
12. Discriminate unlawfully — posting listings that include tenant requirements that constitute unlawful discrimination under the laws of Zimbabwe.
13. Create multiple accounts — creating more than one account per individual (or more than one per legal entity for Brokerages) to circumvent bans or gain unfair advantages.
14. Misuse Admin features — if you are an Admin, using your elevated access for personal gain, harassment, or any purpose outside your official RentOut duties.

Violations of these prohibitions may result in immediate account suspension, permanent banning from the Platform, reporting to law enforcement, and civil or criminal legal action.

29. Intellectual Property

29.1 RentOut's Intellectual Property

All content, features, and functionality on the Platform — including but not limited to the RentOut name, logo, brand identity, app design, source code, user interface elements, text, graphics, and compilation of listings — are owned by or licensed to RentOut (Pvt) Ltd and are protected by Zimbabwean and international intellectual property laws, including copyright, trademark, and trade secret law.

You are granted a limited, non-exclusive, non-transferable, revocable licence to use the Platform solely for its intended purpose (finding or listing rental properties) in accordance with these Terms. No other rights are granted.

29.2 Restrictions

You must not: - Copy, reproduce, distribute, or create derivative works of any Platform content. - Use the RentOut name, logo, or brand without our express written consent. - Use any data mining, scraping, or automated extraction tools on the Platform. - Frame or mirror the Platform on any other website or application.

29.3 Feedback

If you provide feedback, suggestions, or ideas about the Platform, you grant RentOut a perpetual, irrevocable, royalty-free licence to use, implement, and exploit that feedback in any manner without obligation or compensation to you.

30. User-Generated Content

30.1 Your Content

"User Content" means any content you submit to the Platform, including property listing information, property images, profile photographs, and company logos.

30.2 Licence to RentOut

By submitting User Content, you grant RentOut a non-exclusive, worldwide, royalty-free, sublicensable licence to use, host, store, reproduce, display, and distribute your User Content solely for the purpose of operating and improving the Platform. This licence lasts until you delete your content or your account.

30.3 Your Representations

By submitting User Content, you represent and warrant that: - You own or have the necessary rights and permissions to submit the content. - The content does not infringe the intellectual property rights, privacy rights, or any other rights of any third party. - The content is accurate and not misleading. - The content does not violate any applicable law.

30.4 Content Removal

RentOut reserves the right to remove any User Content at any time and for any reason, including content that violates these Terms, is inaccurate, or is otherwise objectionable, without prior notice.

31. Disclaimers & Limitation of Liability

31.1 Platform Role

RentOut is a marketplace platform only. We connect Providers and Tenants but are not a party to any rental agreement entered into between them. RentOut does not own, manage, inspect, or control any property listed on the Platform.

31.2 No Warranty on Listings

RentOut does not verify the accuracy of all listing details provided by Providers. While we moderate listings for obvious violations, we make no warranty or representation that any listing is accurate, complete, legally compliant, or that the property is as described.

31.3 No Warranty on Platform

The Platform is provided "as is" and "as available" without warranties of any kind, express or implied, including but not limited to warranties of merchantability, fitness for a particular purpose, non-infringement, or uninterrupted availability. We do not warrant that the Platform will be error-free, virus-free, or continuously available.

31.4 Limitation of Liability

To the maximum extent permitted by applicable Zimbabwean law, RentOut and its officers, directors, employees, and agents shall not be liable for:

• Any indirect, incidental, special, consequential, or punitive damages.
• Loss of profits, revenue, data, goodwill, or business opportunities.
• Any loss or damage arising from your reliance on any listing, Provider contact, or information on the Platform.
• Any loss arising from a failed or disputed rental transaction between a Provider and a Tenant.
• Any loss arising from unauthorised access to your account due to your failure to maintain password security.
• Any loss arising from service interruptions, technical failures, or maintenance.

In any event, RentOut's total aggregate liability to you for any claim arising from your use of the Platform shall not exceed the amount you have paid to RentOut in the 12 months preceding the claim (excluding VAT).

31.5 Rental Disputes

Any dispute arising from a rental arrangement between a Tenant and a Provider — including disputes about property condition, deposit refunds, eviction, or rental terms — is solely between the Tenant and the Provider. RentOut is not a party to such disputes and has no obligation to mediate or resolve them.

31.6 External Links

RentOut is not responsible for the content, accuracy, or practices of any third-party websites or services linked from the Platform.

32. Indemnification

You agree to indemnify, defend, and hold harmless RentOut (Pvt) Ltd and its officers, directors, employees, agents, and affiliates from and against any claims, liabilities, damages, losses, costs, and expenses (including reasonable legal fees) arising from or related to:

• Your use of the Platform.
• Your breach of these Terms or any applicable law.
• Your User Content.
• Any rental transaction or dispute between you and another user.
• Your violation of any third party's rights (including intellectual property, privacy, or contractual rights).
• Any misrepresentation made by you in connection with the Platform.

33. Account Suspension & Termination

33.1 Suspension by RentOut

RentOut may suspend or terminate your account at any time, with or without notice, for reasons including but not limited to: - Breach of these Terms. - Fraudulent, deceptive, or illegal activity. - Submission of false or misleading information. - Harassment of other users. - Repeated submission of listings that violate our policies. - Non-compliance with a legal or regulatory requirement. - At the direction of a Zimbabwean court or authority.

Suspended users are notified via in-app notification and/or email. Suspended accounts cannot access any Platform features until reinstated or, in the case of permanent bans, the ban is appealed successfully.

33.2 Suspended Account Screen

Users whose accounts are suspended will see a dedicated "Suspended Account" screen upon login, informing them of their status and providing instructions for appealing the suspension.

33.3 Termination by You

You may request account deletion through available in-app controls and/or by contacting legal@rentout.co.zw. Deletion is subject to operational safeguards (for example, active-reservation constraints and pending settlement checks). Upon deletion: - Authentication access is revoked. - Profile/listing records may be transitioned to archived or account_deleted states for compliance and audit handling. - Transaction, unlock, reservation, booking, and ledger records are retained according to Section 10. - Any pending payment state may need to settle before closure is finalized.

33.4 Effect of Termination

Upon termination of your account (by you or by RentOut), all licences granted to you under these Terms are immediately revoked. You must cease all use of the Platform. Sections of these Terms that by their nature should survive termination (including Sections 29, 31, 32, and 34) shall survive.

34. Dispute Resolution & Governing Law

34.1 Governing Law

These Terms and your use of the Platform are governed by and construed in accordance with the laws of the Republic of Zimbabwe, without regard to its conflict of law principles.

34.2 Informal Resolution

Before initiating any formal legal proceedings, both parties agree to attempt to resolve any dispute informally by contacting RentOut at legal@rentout.co.zw with a written description of the dispute. We will attempt to resolve the dispute within 30 days.

34.3 Formal Dispute Resolution

If informal resolution is unsuccessful, disputes shall be submitted to the jurisdiction of the courts of Zimbabwe, specifically the courts of competent jurisdiction in Harare, Zimbabwe. You consent to the personal jurisdiction of such courts and waive any objection to such jurisdiction or venue.

34.4 Consumer Rights

Nothing in these Terms limits or excludes any rights you may have under the Consumer Contracts Act or any other applicable Zimbabwean consumer protection legislation that cannot be excluded or limited by contract.

35. Modifications to the Terms

RentOut reserves the right to modify these Terms at any time. When we make material changes, we will: - Update the "Last Updated" date at the top of this document. - Publish the updated Terms on the Platform. - Notify users via in-app notification or email at least 14 days before the changes take effect, for material changes.

Your continued use of the Platform after the effective date of any modification constitutes your acceptance of the modified Terms. If you do not agree with the modifications, you must stop using the Platform and may request account deletion.

36. Miscellaneous

36.1 Entire Agreement

This document (including Part A — Privacy Policy and Part B — Terms of Service) constitutes the entire agreement between you and RentOut with respect to your use of the Platform and supersedes all prior agreements, representations, and understandings.

36.2 Severability

If any provision of these Terms is found to be invalid, illegal, or unenforceable by a court of competent jurisdiction, that provision shall be modified to the minimum extent necessary to make it enforceable, and the remaining provisions shall continue in full force and effect.

36.3 Waiver

Failure by RentOut to enforce any right or provision of these Terms shall not constitute a waiver of that right or provision. A waiver of any breach shall not be deemed a waiver of any subsequent breach.

36.4 Assignment

You may not assign or transfer your rights or obligations under these Terms without RentOut's prior written consent. RentOut may assign its rights and obligations under these Terms at any time without notice to you.

36.5 Force Majeure

RentOut shall not be liable for any failure or delay in performance resulting from causes beyond its reasonable control, including acts of God, natural disasters, government actions, power failures, internet outages, or pandemics.

36.6 No Partnership or Agency

Nothing in these Terms creates a partnership, joint venture, employment relationship, or agency between you and RentOut. You and RentOut are independent parties.

36.7 Language

These Terms are written in the English language. In the event of any inconsistency between an English version and any translated version, the English version shall prevail.

36.8 Headings

Section headings are for convenience only and do not affect the interpretation of these Terms.

37. Contact Us (Legal)

For any questions, concerns, or notices relating to these Terms of Service, please contact:

RentOut (Pvt) Ltd — Legal
Email: legal@rentout.co.zw
Subject line: "Terms of Service Enquiry"

For urgent legal matters or to report a serious violation, please mark your email as "URGENT."

Summary of Key User Rights & Obligations at a Glance

This document was prepared for RentOut (Pvt) Ltd and reflects the Platform's features and data practices as of the effective date stated above. This document does not constitute legal advice. RentOut recommends that all users, particularly Brokerages, seek independent legal counsel regarding their obligations under Zimbabwean law.

© 2026 RentOut (Pvt) Ltd. All rights reserved.