Refund Policy

Our Commitment to Customer Satisfaction

We are committed to providing high-quality real estate listing services. If you are unsatisfied with our services due to a valid and logical reason that can be directly attributed to our platform's performance or failure to deliver the promised service, we may consider a refund request.

Eligible Refund Reasons

• Technical failures on our platform that prevent your listing from being displayed properly
• Service outages exceeding 48 consecutive hours that affect your listing visibility
• Billing errors or duplicate charges verified by our records
• Failure to activate paid services within 24 hours of successful payment
• Documented platform malfunctions that directly impact your listing's performance

Premium Listing Services

Our ad boost and premium listing services are designed to enhance your property's visibility through algorithmic positioning, featured placements, and extended reach across our platform network.

Refund Qualification Criteria

Refunds for ad boost services may be considered under the following specific circumstances, subject to thorough verification and documentation:

• Technical Non-Delivery: Complete failure to display your boosted listing in search results for more than 72 consecutive hours, verified through our system logs and confirmed by multiple independent browser tests across different IP addresses and geographic locations
• Platform Algorithm Malfunction: Documented evidence of algorithmic errors that resulted in your boosted listing receiving demonstrably fewer impressions than unboosted listings of comparable properties in the same area, price range, and category over a minimum 7-day analysis period
• Service Parameter Deviation: Verified instances where the boost service failed to meet the specifically promised metrics (visibility increase, placement priority, or reach enhancement) by more than 40% of the advertised performance baseline, calculated using industry-standard measurement protocols
• Payment Processing Errors: Charges processed for boost services that were never activated or applied to your listing, with transaction records showing payment completion but no corresponding service activation in our content management system

Performance Evaluation Process

All ad boost refund requests undergo a comprehensive evaluation process involving:

• Detailed analytics review spanning the entire boost period
• Cross-referencing with control group listings of similar properties
• Technical audit of listing display across multiple user scenarios
• Verification of compliance with our listing quality standards
• Assessment of external market factors and seasonal variations

Refund Request Deadlines

• General Services: Refund requests must be submitted within 14 days of the service completion or issue occurrence
• Ad Boost Services: Claims must be filed within 7 days of the boost period ending, with supporting documentation and evidence
• Pre-Expiration Restriction: No refund requests will be processed for any paid services within 36 hours before the scheduled expiration time of the service period

Processing Timeline

Once a valid refund request is submitted with complete documentation:

• Initial review and acknowledgment: 3-5 business days
• Detailed investigation and analysis: 10-15 business days
• Decision notification: 2-3 business days after investigation completion
• Refund processing (if approved): 5-10 business days

Non-Refundable Services & Items

The following services and items are not eligible for refunds under any circumstances:

• Promotional Giveaways: All contest prizes, promotional credits, bonus features, and complimentary services provided as part of marketing campaigns
• Free Trial Extensions: Any extended free trial periods or bonus time added to accounts
• Third-Party Integrations: Services that rely on external platforms or APIs beyond our control
• Custom Development: Any bespoke features or modifications made specifically for individual users
• Expired Services: Services that have completed their full term and expired naturally
• Policy Violations: Services suspended or terminated due to user violations of our terms of service

Market-Related Exclusions

Refunds will not be provided for circumstances related to:

• Changes in local real estate market conditions
• Seasonal variations in property demand
• Competition from other similar listings
• Economic factors affecting the real estate market
• Personal changes in circumstances (change of mind, relocation, etc.)

How to Request a Refund

1. Contact Support: Email our support team at support@realestate.lk with "Refund Request" in the subject line
2. Provide Documentation: Include your account details, transaction ID, service details, and detailed explanation of the issue
3. Submit Evidence: Attach relevant screenshots, system notifications, or other supporting documentation
4. Wait for Review: Our team will review your request and may contact you for additional information
5. Receive Decision: You will be notified of our decision via email within the specified timeline

Required Information

To expedite your refund request, please include:

• Full name and account email address
• Property listing ID or service reference number
• Payment transaction ID and date
• Detailed description of the issue with timestamps
• Screenshots or documentation supporting your claim
• Any relevant communication with our support team

Refund Methods

Approved refunds will be processed using the original payment method when possible:

• Credit/Debit card refunds: 5-10 business days
• Bank transfer refunds: 3-7 business days
• Digital wallet refunds: 1-3 business days
• Account credit (when original method unavailable): Immediate

Get in Touch

If you have questions about our refund policy or need to submit a refund request, please contact us: