Fees, Cancellation & Refund Policy

1. Current rental client-generation model

Customers do not pay Flaanko an upfront lead-generation fee through the rental form. Property-agent brokerage is a separate charge agreed with that agent. Approved rental broker partners owe Flaanko a fixed 50% client-generation fee on the defined brokerage receipts from Flaanko-introduced transactions, as set out in the Broker Partnership Terms. Future business categories use their own expressly agreed rate.

2. Fee basis and due time

The rental broker fee is based on total brokerage actually received for the introduced transaction from the tenant and, where applicable, owner, including amounts collected on the approved broker’s behalf by a nominee or associate. It is not based on net profit after expenses or co-broker deductions. Rent, refundable security deposits and separately identified statutory taxes collected for remittance are not brokerage.

The approved broker must remit Flaanko’s 50% immediately when the relevant brokerage is received. Statutory withholding, where legally required, must be documented with the applicable certificate; it is not an informal fee discount. Any tax Flaanko must charge will be shown on a legally appropriate invoice. We do not claim a GST registration or charge GST merely through these terms.

3. Cancellation and discontinuation

A customer may stop searching or reject a property without owing Flaanko a fee merely for doing so. A broker may stop requesting new contacts and inform us about existing cases. Campaigns may be declined, paused or stopped; approval does not guarantee a minimum spend or lead volume. Discontinuation does not cancel a fee already earned on an introduced transaction or permit concealment of a later closing arising from that same introduction.

4. Refunds and payment errors

No prepaid client-generation balance is collected in the current standard rental model. A correctly earned and paid fee is not refundable merely because the partner later stops using the portal or dislikes campaign performance. We will investigate duplicate transfers, mistaken amounts, payments not legally due and documented collection reversals; corrections/refunds are assessed against the facts and applicable law, without excluding statutory rights.

Report an issue promptly with the transaction reference, amount, date and relevant case. Never send an OTP or banking password. An approved refund is returned through a traceable method to the appropriate payer, subject to verification and banking processing. We do not promise a refund before checking the actual receipt and entitlement.

5. Website-development projects and other services

Website development is project-priced, separate from success-based rental client generation. Scope, deposits, milestones, delivery, cancellation and treatment of completed work or non-recoverable third-party costs must be recorded in the accepted project quotation/SOW. Do not assume the rental fee or refund model applies. Where no project-specific rule addresses an issue, we review it reasonably under the applicable agreement and law.

6. Receipts and disputes

A broker’s “fees paid” declaration starts an admin verification request; it is not a receipt. A customer’s brokerage declaration concerns the broker’s receipt, not Flaanko’s. Flaanko issues its fee receipt after actual payment confirmation. A receipt acknowledges only the amount actually received and does not waive an unpaid contractual balance unless an express lawful settlement says so. Raise discrepancies through partners@flaanko.com or Contact & Grievance Redressal. Lawful debt recovery and complaint remedies remain available.