Unlock fees
You may request a refund where unlocked instructions materially fail under the Savings Guarantee. Claims should be made promptly with the purchase reference and evidence. Approved refunds return the unlock fee to the original payment method.
£4.99 request upgrade
The one-time upgrade is a digital account feature that enables unlimited buyer requests for the lifetime of one account. If you have not used the upgraded access, contact support promptly to ask about cancellation rights. Once you begin using requests beyond the free five, the digital upgrade has been supplied and may no longer be refundable except where required by law or the service is defective.
Not normally refundable
Fees are not normally refunded for changing your mind after protected instructions are revealed, failing to follow disclosed conditions, purchasing the wrong item, retailer delivery issues or a price change after a reasonable availability period.
How decisions are made
We consider the saved offer terms, timestamps, availability, finder response and buyer evidence. We may approve, reject or request more information. Fraudulent evidence or chargeback abuse can result in account restrictions.
Payment timing
Approved card refunds are submitted promptly, but the bank or card network controls when funds appear. We will provide confirmation where available.