Help & Support

What is Twolett?

Twolett is a connection platform. It helps you find a property to rent or buy and connects you with independent property agents and landlords, and it gives agents and landlords optional tools to list properties for sale and to manage the properties they own or look after — tracking tenants, leases, rent records, maintenance requests, team members, and announcements. Our role is limited to making those connections and providing those tools. We act as a bridge — nothing more.

Does Twolett collect payments?

Not for property money. Twolett does not collect rent, security deposits, sale proceeds, or agent commissions — those remain strictly between you and the agent, landlord, or seller, outside the platform.

We do charge for our own optional paid services, and they reach us by two different routes:

• Agent-Assisted Search and listing promotion are paid in the app through our third-party card payment provider.
• Premium subscriptions are sold as auto-renewing in-app purchases through the Apple App Store or Google Play.

Your card details are handled entirely by the payment provider or the app store. Twolett never stores them.

Someone asked me to pay rent into a "Twolett account" — is that genuine?

No — treat it as a scam. Twolett does not collect rent, security deposits, sale proceeds, or agent commissions, and our property management tools do not collect rent either. Money for a property goes directly between you and the agent, landlord, or seller.

The only payments Twolett takes are for our own paid services — Agent-Assisted Search, listing promotion, and Premium — and those are always paid through the app's own checkout or your app store, never by transfer to a personal or company account. If anyone asks you to send rent or a deposit to Twolett, report it to support@twolett.com and to the appropriate local authorities.

What is Agent-Assisted Search?

It is a paid service in which Twolett assigns an independent agent to search on your behalf against the brief you submit. The agent searches, shortlists, arranges viewings, and assists with negotiation. The service term is 30 days from the date the contract is issued.

The assigned agent remains an independent contractor — Twolett does not employ, supervise, or control them, and their acts and omissions are their own.

What does Agent-Assisted Search cost, and what am I paying for?

The fee is calculated from the upper end of the budget you state, at the rate published for your state, plus applicable tax. The full amount is shown before you pay.

What you are paying for is the agent's time and effort in searching, shortlisting, arranging viewings, and assisting with negotiation. You are NOT paying for, and Twolett does NOT guarantee, that a property will be found, that it will match every requirement in your brief, that a landlord will accept you, or that any tenancy will be completed.

What happens to my fee while the search is running?

It is held by Twolett and is not paid to the agent when you pay it. To be precise about what that means: it is held as a contractual obligation on Twolett to deal with it as our terms describe. It is not held on trust, in escrow, or in a separate client account, and Twolett does not act as an escrow agent.

The fee is released to the assigned agent, less applicable tax and charges, when you close the contract in the app.

When can I get a refund on a search fee?

• If we are unable to assign an agent to your brief, or we decline it, the contract is marked rejected and your fee is refunded in full.
• Once an agent has been assigned and work has begun, the fee is not refundable simply because you changed your mind, found a property yourself, or were not satisfied with the properties shortlisted — the agent has performed the work you paid for.
• If you believe an assigned agent failed to perform, contact support before closing the contract. Refunds in those circumstances are at Twolett's sole discretion.

Refunds are returned by the original payment method and may take several business days to appear. If you believe a charge is wrong, contact support first so we can resolve it directly — it is usually faster than a chargeback. This covers Agent-Assisted Search fees only; Premium refunds are handled by the app store that sold them.

What does closing a contract do, and what is expected of me during a search?

Closing a contract in the app is final and releases the fee to the agent. Close it only when you are satisfied that the service has been provided.

While a search is running, you agree to provide accurate and complete information in your brief, respond to your agent within a reasonable time, attend or reschedule viewings you have agreed to, and deal with your agent honestly and courteously.

Can I deal with the assigned agent directly and skip the fee?

No. You agree not to circumvent the platform — that is, not to conclude a tenancy or purchase with a property, landlord, or agent introduced to you through Agent-Assisted Search while attempting to avoid the fee, and not to solicit the assigned agent to work outside the platform. Where we reasonably determine that a search fee has been avoided in this way, we may recover the fee, suspend the accounts involved, or both.

What is Premium, and how do I cancel it?

Premium is an optional paid subscription that lifts the free account limits. It is sold as an auto-renewing in-app purchase through the Apple App Store or Google Play — not through our card payment provider — so your purchase is also subject to that store's own terms. The price, the billing period, and what is included are shown in the app before you buy.

Renewal. It renews automatically for the same period at the then-current price unless you turn off auto-renewal at least 24 hours before the current period ends.

Cancelling. You manage and cancel it in your App Store or Google Play account settings. Twolett cannot cancel it for you, and deleting the app or your Twolett account does not cancel it. Cancelling stops future renewals — you keep Premium features until the period you have already paid for ends.

Refunds. These are handled by Apple or Google under their own policies. We can point you to the right place to ask, but we cannot issue a store refund or require the store to give you one.

How many properties can I list or manage?

On the free plan you can manage 2 properties and list 10 properties for rent. Premium has no limit. Listing properties for sale is unlimited on every plan.

These limits are published in the app and may change from time to time — the limits shown in the app at the time you use it are the ones that apply.

Can I promote a listing?

Yes. An optional paid promotion boosts a listing's visibility for 30 days, paid in the app through our card payment provider. Promotion buys visibility only — it is not an endorsement by Twolett and says nothing about the accuracy, price, or quality of the listing.

Does Twolett vet or verify agents?

No, and we would rather be straight with you about it. Twolett does not verify, guarantee, or endorse any agent's credentials, identity, or the accuracy of their listings. Agents are independent individuals or businesses who use the platform to list properties and respond to enquiries — we do not employ, supervise, or control them, and we are not affiliated with, endorsed by, or partnered with any of them.

Ratings shown on a profile are averages of user-submitted reviews, not verification by us. Always carry out your own due diligence before committing to anything or handing over money.

How do reviews and ratings work?

You may rate and review an agent you have worked with, and a review must be your own honest experience. You may not post reviews that are false, defamatory, or abusive, review yourself, or offer or accept any incentive in exchange for a review. Twolett may remove a review that breaches these rules and may suspend accounts that manipulate ratings.

Can I buy a property on Twolett, not just rent?

Yes — agents may list properties for sale alongside rentals. As with rental listings, Twolett does not verify, endorse, or guarantee any sale listing, price, ownership, or title, and is not a party to any sale. We do not process sale payments, deposits, or the transfer of ownership; all of that happens directly between you and the agent. Independently verify ownership, documentation, and the condition of the property before you commit.

I'm a tenant — what does the app show me?

If your agent or landlord uses Twolett's property management tools, they can add you as a tenant and record your lease and rent details, log and respond to maintenance complaints, and post announcements.

Those records are entered and kept accurate by the agent or landlord, not by Twolett. A rent payment recorded in the app is their record of it — Twolett does not collect rent or hold funds — so it is not proof of payment on its own. Keep your own receipts.

Can I manage my properties through Twolett?

Yes. Agents and landlords can organise the properties they own or manage — adding tenants and team members, recording lease and rent details, logging and responding to maintenance complaints, and posting announcements.

These features are record-keeping and organisational aids only. Twolett does NOT collect rent, hold funds, verify tenancy agreements, or act as a property manager, and the accuracy of every tenant, lease, and payment record entered is the sole responsibility of the agent or landlord.

Who am I contracting with, and who can use Twolett?

Your agreement is with Twolett Ltd, a company registered in Nigeria. You must be at least 18 years old and legally capable of entering into a binding contract to use Twolett — we will close any account we find to be held by, or created on behalf of, someone under 18. If you use Twolett on behalf of a company or firm, you confirm you are authorised to bind it.

Notices to us go to support@twolett.com, and formal or legal notices should also go to our registered office. Notices to you go to the email address or phone number held on your account, so please keep those current.

Something went wrong with an agent — will Twolett step in?

Disputes about a tenancy, a sale, or any agreement you reach with an agent are solely between you and that party. Twolett is not a mediator, arbitrator, or party to those agreements.

There is one exception: where we hold a fee for a paid Twolett service, we will review a dispute about that fee and decide, at our sole discretion, whether it is released, partially released, or refunded. That decision is final under our internal process and relates only to the fee we hold — it is not a ruling on any agreement between you and an agent, and it does not affect your right to take the matter to the Federal Competition and Consumer Protection Commission or to the courts.

How do I report a scam, a fraudulent listing, or an unreliable agent?

Contact support@twolett.com with details of the issue — the listing or agent, what happened, and any screenshots. Where you suspect fraud or illegal activity, report it to the appropriate local authorities as well. Twolett may suspend or terminate any account that violates our terms, engages in fraudulent activity, harasses other users, or uses the platform inconsistently with its intended purpose.

What is Twolett AI?

Twolett AI is an in-app assistant for house seekers. Ask it what your budget realistically gets you, which areas suit your commute and lifestyle, how to spot a rental scam, or what is available on the platform right now. It offers general guidance to help you make informed decisions — always verify details directly with the agent before committing to anything, and never share bank details or passwords with it.

How do I contact an agent?

Message an agent directly in the app by tapping "Send Message" on a property listing or agent profile, or use the call and email options on their profile. Keeping the conversation in the app gives you a record of what was agreed.

How do I become an agent on Twolett?

Choose to register as an agent during sign-up. Agents can post rental and for-sale listings, respond to enquiries and rental requests, take on Agent-Assisted Search assignments, promote listings, and use the property management tools for the properties they look after.

How do I delete my account?

Go to your Profile, then Account Settings, and request account deletion there — or contact support@twolett.com.

If you have a Premium subscription, note that deleting your Twolett account does not cancel it. You must turn off auto-renewal in your App Store or Google Play account settings.