Earlier purchases
Orders made under an earlier catalogue retain their original refund terms and any applicable guarantees, including an agreed 90-day refund or extension commitment. Please include your original order confirmation so we can review the correct terms.
How to contact us
Request a refund through your customer account or email support@clicksellproperty.com with your order reference. For a statutory cancellation, a clear statement that you wish to cancel is sufficient; you do not have to give a reason or use our form. A request acknowledgement is not confirmation that money has been returned.
Unused marketing credit
Unused available marketing credit can be requested for refund. Credit used for agreed work and amounts reserved against other refund requests are taken into account. Statutory consumer rights remain unaffected.
Cancelling an order
You can leave an unpaid checkout without making a payment. To cancel an accepted order, contact us with its reference. If you have already authorised a payment, leaving the payment page does not necessarily cancel it; check the order status or contact support.
Consumer cancellation period
Where the statutory consumer cancellation right applies, you can cancel within 14 days of concluding the service contract. We do not start work during that period unless you separately and expressly request it. Our checkout does not ask you to waive that period.
Work started at your request
If you expressly request early work and then cancel, a proportionate charge may apply only for services actually supplied and where the required information and consent have been obtained. Completion removes a cancellation right only where the applicable legal requirements are met. Other cancellations are reviewed against the agreed scope, work delivered and applicable law.
How refunds are returned
All refund requests are reviewed manually. We aim to acknowledge requests within two working days; review does not extend statutory deadlines. Refunds are made without undue delay. For a qualifying consumer cancellation of a service contract, reimbursement is due no later than 14 days after notice of cancellation. For a statutory service price reduction, any refund is due within 14 days after we agree you are entitled to it. Refunds use the original payment method unless you expressly agree otherwise, without a refund fee. Our policy is to refund the original payer only, not a third party. For a UK bank refund we may request the account holder name, six-digit sort code and eight-digit account number and verify them against the original payment. Missing bank details do not prevent you from giving cancellation notice. Contact support for non-UK accounts. Your account status and email confirmation are updated after our payment manager verifies completion; bank posting times may vary.
Service issues
If we cannot provide the agreed service, contact us to discuss an appropriate remedy, revised delivery or refund for undelivered work. Marketing outcomes are not guaranteed, but this does not remove your rights if the agreed service is not delivered properly.
Your rights
This policy does not limit mandatory consumer rights. If you are outside the UK, additional mandatory protections may apply. For help with a cancellation or complaint, contact support@clicksellproperty.com.