Refund Policy

You may request a full refund of a credit purchase within 14 days of that purchase, provided that none of the credits belonging to that specific purchase have been used.

If even one credit from that purchase has been used to generate an appraisal, that purchase is no longer eligible for a voluntary refund. This is because the appraisal has already been produced and delivered.

Refund eligibility is determined for each individual purchase, not from your overall account balance. Credits are used in the order they were added to your account, oldest first.

For example: if you already had credits on your account and then bought a new package, appraisals will use the older credits first. As long as the newer package remains completely untouched, that newer purchase can still be eligible for a refund within the 14-day window.

Your account page shows the status of each purchase so you can see whether it is still untouched.

Refund requests are currently handled manually. Send your request to support@soldsite.com and include:

• the email address on your SoldSite account;
• enough information to identify the purchase, such as the purchase date, the package purchased and the amount charged.

Never send card numbers, security codes (CVC), passwords or other sensitive payment credentials by email. We do not need them and will not ask for them.

Partial refunds are not automatically supported. If some credits from a purchase have already been used, that purchase falls outside the voluntary refund window described above. We may still review unusual situations case by case at our discretion, or where applicable law requires it.

Free and promotional credits are not purchased, have no cash value and are not refundable or exchangeable for money.

Where possible, an approved refund is returned through the original payment method using our payment processor, Stripe. Once we issue a refund, the time it takes to appear on your statement depends on Stripe, your bank and the relevant card network, and is outside our control. We will confirm by email once the refund has been issued.

If something looks wrong with a charge, please contact us first — that is usually the quickest way to resolve it. Nothing in this policy prevents you from exercising legitimate chargeback rights with your card issuer or payment provider.

While a payment is under dispute, unused credits associated with that purchase may be temporarily unavailable. If the dispute is resolved in our favour, eligible credits may become available again. If the dispute results in the payment being reversed, the associated unused credits may be permanently removed. Appraisals already generated are not reversed.

This is a voluntary policy offered in addition to your legal rights. Any mandatory consumer rights that apply to you under applicable law remain unaffected. Our Terms of Service set out the rest of the agreement between us.

ABC AGENCY LIMITED, Company Registration No. 80372891, Unit 2904-05, 29/F, Universal Trade Centre, 3 Arbuthnot Road, Hong Kong. Refund and billing enquiries: support@soldsite.com.