The Viewing Fee Policy

This approved policy applies to agents and companies who choose to charge for a property viewing. Nyumba254 does not collect, hold, or guarantee viewing fees.

Anyone who sets a viewing fee agrees to each clause below.

  1. 1. Disclosure first.The fee must be visible on the listing before contact. The amount charged must equal the amount shown. A listing marked “Free viewing” must never be charged for.
  2. 2. Viewing only.The fee covers one viewing visit for one household at one property. It is not a booking, reservation, deposit, finder’s, commitment, agreement, administration, or key fee. No other pre-contract charge may be demanded. Any other cost must be stated in the listing description.
  3. 3. No gating.Contact details, price, and location must not be withheld until a fee is paid. Messaging and requesting a viewing are always free.
  4. 4. Payment at the viewing.The fee is paid at the property, to the person who meets the home seeker, after availability has been confirmed. Advance payment must not be required. A written or M-Pesa receipt must be issued.
  5. 5. Refunds.If the lister cancels, does not attend, the property is unavailable, or it is materially different from the listing, the fee must be refunded in full within 48 hours.
  6. 6. No price changes after confirmation.A confirmed viewing request keeps the fee shown when it was requested. The lister cannot raise that fee afterwards.
  7. 7. One fee per visit.Showing several units at the same property on the same visit is one fee. A repeat viewing within 14 days is free by default.
  8. 8. Available properties only.No viewing fee may be charged for a property that is already let, sold, or fictitious.
  9. 9. Honest identity.The lister must use their true role and, for companies, their registered name. Posing as an owner is prohibited.
  10. 10. Maximum.The platform viewing-fee cap applies. Fees above the current cap are blocked by the system.
  11. 11. No pressure or threats.Harassment, intimidation, and linking the fee to signing anything are prohibited.
  12. 12. Cooperation.Listers must keep receipts and respond to viewing-fee disputes within three working days.

Reports and enforcement

  1. Valid report.A valid report may result in a warning and a request for evidence.
  2. Repeated reports.Two valid reports within 90 days may freeze the lister’s viewing-fee privilege. Their listings will show as free while that privilege is paused.
  3. Serious or repeated breaches.Serious or repeated breaches may result in listings being hidden and, where warranted, account suspension.
  4. Platform role.Nyumba254 does not collect or guarantee viewing fees. Fee disputes are handled through reporting and moderation; Nyumba254 does not mediate payments or refunds.

Fee amounts are paid directly to the person conducting the viewing. Never pay rent, a deposit, or another charge before viewing the property in person.