You can request a refund for a property file or LIM:
- in writing
- within three months of placing your order.
We grant refunds based on:
- when you ordered the property file or LIM
- when you cancelled the order
- whether you ordered a standard, commercial or urgent service
- whether your order arrives late.
We may make exceptions depending on the case.
When you can get a refund
You may get a refund if you cancel your order or if your order arrives late. We may charge you a cancellation fee.
For information about cancellation fees and how to cancel an order, visit:
Standard or commercial service refunds
If you cancel your standard or commercial service order:
- within 24 hours of ordering: we will give you a full refund
- more than 24 hours after ordering: we will charge you the cancellation fee and refund the rest.
Urgent service refunds
If you cancel your urgent service order:
- within 24 hours of ordering: we will give you a full refund
- more than 24 hours after ordering: we cannot cancel or refund your order.
Property files or LIMs that arrive late
You may get a refund if your order arrives late.
If an urgent service order takes:
- more than 3 working days: we will refund the difference between the urgent fee and standard fee. This means you will only pay the standard fee.
- more than 10 working days: we will refund 10% of the standard fee for every day that it is delayed.
If a standard or commercial service order takes more than 10 working days, we will refund 10% of the fee you paid for every day that it is delayed.
We may apply a 100% refund for orders that are delayed by 20 working days or more.
How to request a refund
Email:
You must include an image or screenshot of your bank statement or bank account that shows your:
- full name
- bank's logo
- bank account number
- property address
- order number.
We can only refund the person who made the order.
Once we have all the information we need, it can take up to 10 working days to process your refund.
