Refund policy

Posting a property and collecting quotes on Surveyors.io costs clients nothing, so this policy concerns the paid surveyor plans. Put simply, a plan payment is final once it is collected. There are exactly three situations in which we send money back, described in section 3, and you can turn off renewals from your billing portal at any moment.

1. What a surveyor plan buys

A surveyor plan is a subscription paid monthly or yearly in advance. For each period it keeps your profile page live, lists you on the state page and in the county service area you chose, and forwards survey requests sent from your profile, as described on the pricing page. What you pay for is that presence for the period. The fee does not depend on how many requests arrive, how many of them you quote, or how many jobs you win.

When you subscribe, you ask us to put your profile live right away. Any statutory cooling-off or withdrawal period that might otherwise apply ends once we have started providing the service at your request.

2. Situations we do not refund

• You changed your mind, retired, or became too busy to take new work.
• Few or no survey requests reached you during a paid period, or the requests that came were for jobs you did not want.
• Clients you quoted chose another surveyor, or your quotes did not turn into engagements.
• Your profile was incomplete, or you did not reply to the requests forwarded to you.
• A renewal was collected, including one taken after earlier attempts on your card failed.
• You expected a one-off fee. The pricing page, the signup form, the confirmation email and the billing portal all state that plans renew automatically.
• You missed the renewal date, or cancelled just after it.
• You chose the wrong county, the wrong billing period, or a plan that did not suit you.
• A feature you expected that the pricing page does not describe, including features of plans that are not on sale.
• The time left in a period after you cancel. Periods are never pro-rated.
• Use of your account by a colleague or anyone else you gave access to.

3. When a payment is returned

A refund is made only in one of the cases below, only when the records support it, and never for more than the charge concerned.

• Duplicate billing. Our billing charged you twice for the same period.
• An unauthorised charge that is proven. Your card was charged without your consent, you report it within 14 days, and the transaction and account records confirm it. A claim is weighed on that evidence and not on the claim itself, and we may ask you to confirm that you reported the misuse to your card issuer.
• The platform was down completely. A confirmed fault on our side took your profile and request forwarding fully out of service for a continuous period, you told us while it was happening, and we were unable to fix it. Brief interruptions, slow pages, and problems with your own email, device or connection do not count.

An approved refund goes only to the card that was charged, is capped at what you paid for the period affected, and is the entire extent of our liability for that charge. Receiving one refund does not create a right to a second.

4. Asking for a refund

Email [email protected] from the address on your surveyor account within 14 days of the charge, giving the date and amount and the case from section 3 you rely on. Requests sent after 14 days or from a different address are not considered. We handle requests in the order they arrive and do not reopen ones that were declined.

5. Cancelling and renewals

Plans renew until you cancel them. Cancelling is done in the billing portal from the private link we emailed after your first payment, with no need to contact us. It stops every later renewal from that moment, and your profile stays live until the end of the period already paid. A cancellation is not a refund request.

A new period begins on the renewal date, and its fee is due from then. If your card declines, the operator of our payment system retries the same unpaid invoice over the following days. Those retries collect one amount, they are not new charges. A renewal paid this way is not refunded, even if you cancel after the new period has started, and your profile stays live for that period.

6. What we keep on record

By creating a surveyor account you accept our terms of service, which include this policy, and our privacy policy. The signup form states the plan, the price, the billing period and that the plan renews automatically before any payment is taken.

For each plan we retain the purchase date and time, the plan and price shown, your acceptance of the terms, the emails we sent about the subscription, and an activity log for the account, covering sign-ins, profile edits, survey requests forwarded to you and quotes sent, with the technical details stored with each entry. The operator of our payment system holds its own record of every payment, including where the card was issued and the outcome of bank authentication such as 3D Secure. A claim of an unauthorised charge is checked against these records.

7. Chargebacks

If you think a charge is wrong, write to us before contacting your bank. A chargeback opened without contacting us first breaches our terms of service. We answer it by sending the records above to the card issuer, and the account and its profile are closed for good.

8. Plans bought earlier

Plans bought before October 14, 2026 remain under the refund terms in force on the day they were bought.