This policy explains when we refund agency plan subscriptions and points bought on DreamEstate, how to request a refund and how long it takes. Payments are handled by Paddle as the seller, while DreamEstate provides the service on the platform. You can send your request either to us or to Paddle.
1Who sells and who provides the service
The seller is Paddle.com Market Limited, acting as Merchant of Record. When you buy, your purchase contract is with Paddle: they charge you, issue the invoice and calculate the tax. DreamEstate provides the service — the agency plan subscription and the points used to feature listings on the platform. You can send a refund request to us at [email protected], or directly to Paddle through their buyer page (paddle.net). If you send it to us, we review it and, where it is justified, instruct Paddle to issue the refund.
2Right of withdrawal within 14 days
A consumer in the EU/EEA and in Montenegro has the right to withdraw from a distance purchase within 14 days, without giving a reason. For digital content and services that start immediately there is an exception: at checkout you confirm that you want immediate delivery and thereby accept that you lose the right of withdrawal for the part of the service already delivered. In practice this means: • unused points — we refund them within 14 days of purchase • spent points and subscription days already used — the service has been delivered, so that part is not refunded This right belongs to consumers, that is, private individuals. A purchase made for an agency or another business is not a consumer purchase, but even then we refund in the cases described below.
3Plan subscriptions
• A subscription is charged in advance, monthly or yearly, and renews automatically until you cancel it. • Cancellation takes effect at the end of the paid period. Until that day you keep access and all plan features; after that there are no further charges. • A period already paid for is generally not refunded, because the service was available to you throughout it. We do refund when: • the service was unavailable through our fault for a significant part of the paid period • the charge was a mistake — a double charge, a charge after cancellation, or a charge for a plan you did not order In those cases we refund the full amount, or the part matching the period in which the service did not work.
4Points for featuring listings
A point is a digital credit inside the platform: 1 point gives 7 days of featuring a listing, and 3 points give 30 days. • Unused purchased points: we refund the full amount if you send the request within 14 days of purchase. • Spent points, that is, points used to feature a listing: not refundable, because the service has been delivered. A featuring period that has started runs until it expires. • When a points pack has been partly spent, we refund the amount matching the number of unused points from that pack. • Gift points and the points your plan grants every month have no monetary value; they are not paid out and cannot be exchanged for money. Validity: gift points for a new account are valid for 60 days, plan points until the end of the period they were granted for, and purchased points for 12 months from the purchase. Expired points are not refunded in money.
5Processing time and how the money is returned
• We decide on a request within 5 working days of receiving it and tell you the outcome by email. • An approved refund is returned by Paddle to the same payment method that was used. It usually appears on your account within 5–10 working days, depending on your bank or card issuer. • A refund to a different account, or in another form such as points, is not possible.
6How to request a refund
Write to [email protected] and include: • the number of the invoice Paddle sent you, or the email address the payment was made from • what you bought — a plan or points — and the date of purchase • the reason for your request You can also send the request directly to Paddle, through their buyer page at paddle.net, with the same details. Cancelling a subscription is not the same as a refund: you can cancel at any time and the subscription ends at the end of the paid period, with no further charges and no separate request.
7Errors and complaints
If we failed to deliver — paid points were not added to the account, featuring did not switch on, the plan was not activated — we first fix it, free of charge. If a fix is not possible, or you do not want one, we refund the part that was not delivered. Report the problem to [email protected], with the invoice number and a description of what happened.
8Prices and tax
Prices are stated in euros (EUR). The tax is calculated by Paddle according to the country you pay from and shown before you confirm the payment; the stated price includes that tax. When a refund is approved, the tax charged on that amount is returned as well. Currency conversion costs and any fees charged by your own bank cannot be refunded.
9Contact
For questions and requests about refunds: Email: [email protected] Address: Podgorica, Montenegro Seller (Merchant of Record): Paddle.com Market Limited