Refund Policy

Last updated: 1 January 2025

1. Overview

This Refund Policy applies to all payments made to Western Properties Ltd (Company No. 05885029), registered in England and Wales. We aim to be transparent about when refunds are available. All fees are charged in GBP and processed via Stripe. Please read this policy carefully before making any payment.

2. Application Fees

Application processing fees (currently £35–£50) are generally non-refundable. They cover the administrative cost of processing your application regardless of the outcome. However, a full refund of the application fee will be issued in the following circumstances: (a) The property listing is found to be fraudulent or materially misrepresented; (b) The property is withdrawn by the owner before your application is reviewed; (c) A technical error on our platform results in a duplicate charge; (d) The fee was charged in error. Refund requests must be submitted within 30 days of payment.

3. Commission Payments

Commission payments (£50 buyer / £50 owner) are non-refundable once a property transaction has been completed. If a transaction falls through before completion due to reasons beyond the buyer's or tenant's control, you may request a review by contacting refunds@westernpropertiesltd.co.uk. Each case will be assessed individually. Commission refunds at our discretion only in cases of proven platform error.

4. How to Request a Refund

To request a refund, email refunds@westernpropertiesltd.co.uk with: (a) Your full name and account email address; (b) The property address and listing reference; (c) The date and amount of payment; (d) The reason for your refund request; (e) Supporting evidence where applicable. We will acknowledge your request within 2 working days and provide a decision within 14 working days.

5. Refund Processing

Approved refunds will be processed back to the original payment method (credit/debit card) within 5–10 working days, depending on your bank. We do not offer cash refunds. Stripe processing fees may be deducted from refunded amounts where applicable. You will receive email confirmation when your refund has been processed.

6. Chargebacks

If you dispute a charge with your bank before contacting us, we may be unable to process a voluntary refund. We strongly encourage you to contact us first at refunds@westernpropertiesltd.co.uk as we can typically resolve issues more quickly. Unjustified chargebacks may result in account suspension.

7. Consumer Rights

Your statutory rights under the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013 are not affected by this policy. As our services are digital services provided immediately upon payment, the standard 14-day cooling-off period may not apply. For clarity, please contact us before making payment if you have any questions.

8. Contact for Refunds

Refund Department: refunds@westernpropertiesltd.co.uk · General Support: support@westernpropertiesltd.co.uk · Post: Western Properties Ltd, Hafan, 5 Kings Road, Radyr, Cardiff, CF15 8EB. We are committed to resolving all refund requests fairly and promptly.