Terms and Conditions
1. Acceptance of Terms
These Terms and Conditions govern your access to and use of My TrackHouse (“TrackHouse,” “we,” “us” or “our”), including its property listings, rental services, roommate matching, inspections, marketplace, communications and payment features.
By creating an account, ticking the acceptance box or accepting the terms presented for a transaction, you agree to the applicable terms. If you do not agree, you must not use the relevant service.
These Terms should be read alongside the following policies:
- Privacy Policy
- Property Listing and Verification Policy
- Payments and Refund Policy
- Marketplace Rules and Returns Policy
- Roommate Matching and Reservation Policy
2. About TrackHouse
TrackHouse is a digital platform that connects users with property listings, student accommodation, potential roommates, inspection services and permitted marketplace transactions.
Unless expressly agreed otherwise, TrackHouse acts as a platform facilitating discovery, communication and relevant transaction processes. It is not the owner, landlord, titleholder or property manager of every property listed on the Platform.
TrackHouse may facilitate listings on behalf of authorised owners and agents. This does not transfer ownership or responsibility for the property to TrackHouse.
3. Accounts and Eligibility
You must provide accurate information, maintain the security of their accounts and use the Platform lawfully.
You must not impersonate another person, provide false identity information, create fraudulent accounts or misuse another user's account.
TrackHouse may request identity or other verification information where reasonably necessary for security, fraud prevention, verification or legal compliance.
4. Minors and Safeguarding
Minors may access eligible services subject to applicable law and the safeguards required for the particular service.
Where appropriate, parental or lawful guardian consent may be required. Users must not exploit, harass, threaten, groom, defraud or otherwise harm minors. TrackHouse may restrict accounts or interactions where safeguarding concerns arise.
5. Property Listings and Verification
Only property owners, authorised agents or other persons expressly permitted by TrackHouse may advertise properties.
Listers must have authority to advertise the property and must provide accurate information about its location, availability, rent, condition, facilities, photographs, applicable charges and other material details.
TrackHouse may request identification, owner confirmation, authorisation, supporting documents or other reasonable evidence before or after publication.
A listing marked “Verification Pending” has not completed the applicable verification process. A “Verified” designation means that the specified checks were completed based on the information available at the time. It does not guarantee legal title, structural condition, future availability or the future conduct of the Lister.
Listers must promptly report when a property becomes unavailable, is rented or undergoes a material change. TrackHouse may request updated information, deactivate or remove listings, or investigate suspected fraud.
TrackHouse will take reasonable steps to remove confirmed unavailable properties from active searches.
Further details appear in the Property Listing and Verification Policy.
6. Rental Transactions and Fees
Users must review the listing, rental terms and applicable charges before committing to a transaction.
The current stated rental agency fee is 13% for the relevant rental transaction. The user must be informed of the applicable amount before payment.
For qualifying student-to-student rental transactions, TrackHouse charges a 2% commission on the agreed rent contribution. The applicable charge and payment details must be disclosed before the transaction is confirmed.
TrackHouse may facilitate payment and the allocation of transaction proceeds through its payment arrangements. Users must follow the payment instructions provided by the Platform.
The property owner or authorised agent remains responsible for fulfilling the underlying rental agreement, including providing the agreed access or possession.
7. Rental Refunds
TrackHouse takes reasonable steps to keep listings current. If a property is confirmed to have been unavailable when the user paid through the Platform, and the rental transaction cannot proceed for that reason, the user will be eligible for a refund of the affected rental payment and the associated 13% agency fee paid through TrackHouse.
Refunds may also apply where a confirmed failure attributable to the property side prevents the agreed transaction from proceeding, subject to the circumstances, the applicable agreement and law.
You should report the issue through the designated support channel and provide the relevant listing and payment details. TrackHouse will investigate before processing a refund.
Where a user independently changes their mind or withdraws from an otherwise available transaction, the applicable agreement, disclosed terms and law will determine the outcome.
Refunds will be processed through the applicable payment arrangement. Processing time may depend on the payment provider and circumstances.
Further details appear in the Payments and Refund Policy.
8. Inspections
Inspection fees are set by the relevant agent, vary by location and must be disclosed before payment. The agent is responsible for conducting the agreed physical inspection.
For inspection fees collected through TrackHouse, the current allocation is ₦500 to TrackHouse, with the balance payable to the agent.
If the inspection does not take place, the customer is entitled to a full refund, subject to reasonable confirmation of the circumstances. Where a full refund is due, TrackHouse will not retain its ₦500 share.
Customer cancellations and no-shows will be handled under the cancellation terms disclosed before booking and applicable law.
An inspection does not guarantee legal title, structural safety, the absence of defects or the accuracy of every statement made by a Lister.
9. Roommate Matching and Reservations
The roommate feature helps users discover and connect with potential roommates or people offering accommodation spaces. TrackHouse does not guarantee compatibility, personal conduct or the success of a roommate arrangement.
A qualifying reservation allows a user to pay a separate fixed fee to hold a specified space for 24 or 48 hours, as displayed during the transaction. The fee is separate from rent and does not itself establish a tenancy or ownership right.
During an active reservation, the space-holder must NOT accept another person for the same reserved space.
The reservation fee will be refundable where the space-holder accepts another person during the reservation period, withdraws from the reservation, the space becomes unavailable due to a materially false listing, or TrackHouse is responsible for the failure.
Where the incoming roommate changes their mind or allows the reservation to expire, the fee may be non-refundable if that condition was disclosed before payment and is lawful.
Reservations expire automatically at the stated time unless properly extended through an available process. Users must verify the space-holder's authority, Landlord agreement and agree on the relevant rental terms before committing to occupancy.
Further details appear in the Roommate Matching and Reservation Policy.
10. Marketplace Transactions
Sellers must be legally entitled to sell their goods and provide accurate descriptions, including material information about condition, authenticity, defects and delivery.
Sellers must not list stolen, counterfeit, illegal or prohibited goods. Unless otherwise stated, the seller arranges delivery.
Buyers should inspect delivered goods promptly. A buyer may report an item that was not received, materially differs from its description or arrived damaged within 48 hours of confirmed delivery or receipt.
TrackHouse may request evidence from both parties and review the complaint before deciding an appropriate remedy, which may include a refund, return, replacement, partial refund or release of payment.
Where a seller materially misrepresented an item or sent the wrong item, the seller will ordinarily bear reasonable return delivery costs, subject to the circumstances and applicable law.
If the buyer does not report an issue within the disclosed period, payment may proceed to release after the stated deadline where delivery evidence is available and no dispute or protective hold remains active.
TrackHouse may reject dishonest claims and restrict users who abuse the dispute process. Users may request a review of a decision through the designated support channel.
Payment release and refund procedures are subject to the payment arrangements available for the relevant transaction.
Further details appear in the Marketplace Rules and Returns Policy.
11. Payments and Other Charges
The currently identified charges are:
- Rental agency fee: 13% of the relevant rental transaction.
- Student-to-student rental commission: 2% of the agreed rent contribution.
- Inspection fee: set by the agent, with the stated ₦500 TrackHouse allocation.
- Roommate reservation fee: the fixed amount displayed for the selected reservation.
- Premium services: any future service and fee must be disclosed and approved before purchase.
No additional platform fee will intentionally be imposed without disclosure before the relevant transaction.
Payments may be processed through Paystack or another payment provider made available by TrackHouse. Users must provide accurate payment information and must not submit forged receipts or false payment confirmations.
Please Note: A screenshot or receipt does not necessarily establish that payment has cleared. TrackHouse may verify payment through the applicable provider or transaction records.
12. Prohibited Conduct
Users must not use the Platform for unlawful, fraudulent, abusive or deceptive activities, including:
- Scams, impersonation, identity theft or false representations.
- Fake, misleading, duplicate or unauthorised listings.
- Forged payment receipts or fabricated transaction evidence.
- Selling stolen, counterfeit, illegal or prohibited goods.
- Harassment, threats, intimidation, stalking, exploitation or abuse.
- Fake reviews, fabricated complaints or manipulated ratings.
- Misrepresenting property ownership, authority, availability or condition.
- Misusing another user's account or personal information.
- Interfering with the Platform or attempting unauthorised access.
- Deliberately evading disclosed platform fees or circumventing transaction rules.
- Retaliating against users who make genuine complaints.
- Any other conduct prohibited by applicable law or Platform policy.
Users should exercise caution when asked to transact outside the Platform. Off-platform transactions may not be covered by TrackHouse's transaction records or dispute process.
13. Complaints, Investigations and Enforcement
Users may report suspected fraud, unsafe conduct, false listings, payment issues or other breaches through the designated support channel.
TrackHouse may review relevant listings, communications, payment records and evidence, subject to applicable law and privacy obligations.
Depending on the circumstances, TrackHouse may issue a warning, request corrections, remove a listing, restrict a feature, temporarily suspend an account or terminate access.
Temporary suspension may be used in serious cases where necessary to protect users, prevent suspected fraud or address a safety risk while an investigation is ongoing. A complaint alone does not automatically establish wrongdoing.
The founder is responsible for complaint decisions under the current operating procedure. Where a complaint concerns the decision-maker personally, an alternative reviewer would be used where reasonably practicable.
Users may appeal a decision through the designated support channel. TrackHouse aims to acknowledge complaints within five business days, although complex matters may take longer to resolve.
14. Privacy and Communications
TrackHouse processes personal data in accordance with its Privacy Policy and applicable law.
Users must not misuse another person's personal information or submit information they are not authorised to provide.
Users must communicate respectfully and must not use the Platform to threaten, harass, defraud or exploit others. Users should report serious safety concerns promptly and avoid sharing passwords or unnecessary sensitive information through informal chats.
15. Third-Party Services and Platform Availability
TrackHouse may rely on third-party providers for payments, hosting, communications and other services. Those providers may have separate terms and technical limitations.
TrackHouse aims to keep the Platform available and functional but does not guarantee uninterrupted access or error-free operation. We may update, suspend or discontinue features for operational, security, legal or business reasons.
Where a change affects an existing paid transaction, TrackHouse will take reasonable steps to address applicable contractual and refund obligations.
16. Disclaimers and Liability
Listings and user profiles do not guarantee the accuracy, legality, safety, quality or future availability of a property, roommate arrangement or marketplace item. Users remain responsible for assessing their needs, reviewing transaction terms and undertaking reasonable checks before committing.
To the extent permitted by law, TrackHouse is not responsible for independent conduct by users outside its reasonable control. This does not exclude responsibility for TrackHouse's own breach of contract, negligence, fraud, misrepresentation or any liability that cannot lawfully be excluded.
Users are responsible for their own unlawful conduct, fraudulent representations and material breaches of these Terms. Nothing in these Terms removes mandatory consumer rights or other protections provided by applicable law.
17. Intellectual Property
The Platform's branding, design, software and original content are protected by applicable intellectual-property laws.
Users must not copy or commercially exploit protected material without permission, except as permitted by law.
By submitting listing photographs, descriptions or other content, users permit TrackHouse to display and use that content as reasonably necessary to operate and promote the relevant Platform services, subject to applicable rights and law. Users remain responsible for ensuring they are authorised to submit the content.
18. Suspension and Termination
Users may stop using the Platform and request account closure through the available process. TrackHouse may restrict or terminate access for serious or repeated breaches, fraud, safety concerns or legal requirements.
Account closure does not automatically cancel outstanding payment obligations, refunds, disputes or other rights that accrued before closure. Personal data will be handled under the Privacy Policy and applicable law.
19. Changes to These Terms
TrackHouse may update these Terms to reflect changes to its services, operations, security requirements or applicable law.
The current version and effective date would be displayed on the Platform. Material changes will be communicated where appropriate, and renewed acceptance will be obtained where required.
Changes will not retrospectively remove accrued rights or override mandatory legal protections.
20. Governing Law
These Terms are governed by the laws of the Federal Republic of Nigeria, subject to any mandatory law applicable to the relevant transaction or user.
Users should first attempt to resolve disputes through the applicable complaint process where appropriate. Nothing in these Terms prevents a user from exercising statutory rights, approaching a competent regulator or seeking a lawful remedy before a competent court.
21. General Provisions
If any provision of these Terms is found unenforceable, the remaining provisions continue to apply to the extent permitted by law.
Failure to enforce a provision immediately does not necessarily waive the right to enforce it later.
These Terms, together with applicable linked policies and transaction-specific terms, form the agreement governing the relevant use of the Platform, subject to any valid separate agreement.
22. Contact
For support, complaints, refund requests and safety reports:
My TrackHouse
Email: Coming soon
Phone or other contact: Coming soon
Website: https://mytrackhouse.com
Please include the relevant listing or transaction reference when contacting support about a specific issue.
User Acceptance
By ticking the acceptance box or affirmatively accepting the relevant transaction terms, you confirm that you have had the opportunity to read these Terms and agree to the applicable terms governing your use of My TrackHouse.
Additional policies may apply to particular services and transactions. Their links will be made available on the Platform and, where relevant, before the user confirms a transaction.