Refund Policy

Last updated: 29 October 2026

Your money is never at the mercy of a promise. When you pay for a verification, the agency's fee is held and only released when the work is done and has passed our review.

Full refund

• If the agency you chose cannot take your case, you are refunded in full.

Once work has started

After an agency has accepted your case and started work, the fee covers the work being done. If you want to cancel at that stage, or you are unhappy with the work, contact us through the case in the app and we will review it with you.

If problems are found

Finding a problem with a property is the purpose of a verification, not a failure of it. A report that sets out discrepancies is a completed piece of work, and is not refundable on that basis.

How refunds are paid

Refunds are paid back to the original payment method, in the currency you paid in. How long it takes to reach you depends on your bank or card provider.

Questions

Contact us through the app or using the contact details on our homepage.