BuilderLane.com strives to provide excellent service and transparency in any transactions on our platform. This Refund & Cancellation Policy outlines the circumstances under which users may request refunds or cancellations for paid services on BuilderLane (such as premium listing packages, advertising services, or any other paid features we offer). Please read this policy carefully before purchasing any paid service. By making a purchase, you agree to this Refund & Cancellation Policy.
1. Services Covered
This policy applies to paid services on BuilderLane, which may include:
- Premium property listing packages (e.g., to feature your property, get enhanced visibility, or multiple listings bundle).
- Advertising or banner placements on our site.
- Featured placements for service providers.
- Any subscription plans or one-time services that we explicitly offer for a fee.
It does not apply to the actual real estate transactions between buyers and sellers, or services between clients and service providers, since those are outside our platform’s direct scope (we do not handle property payments or construction contract payments – those are strictly between the parties involved). This policy is only about fees you pay to BuilderLane for using our platform’s premium options.
2. Cancellation Requests
- For Listing/Advertising Services: If you have purchased a listing package or advertisement slot and wish to cancel it, you must send a cancellation request to us at contact@builderlane.com with your account details and purchase details.
- If the service has not yet been rendered/started (e.g., your ad has not yet been displayed, or your listing not yet promoted) and we receive a timely cancellation request, we will try to accommodate the cancellation.
- If the service is already active (e.g., your property is already featured on the homepage or your banner ad is running), cancellation may be possible but subject to eligibility for a refund (see below).
- For Subscription Services: If you signed up for a recurring subscription (say a quarterly or annual plan), you can cancel the renewal by turning off auto-renewal in your account settings or contacting us. Your service will remain active until the end of the paid period, but it will not auto-renew. If you wish to cancel mid-term and seek a refund, refer to the refund eligibility terms.
We generally process cancellation requests within 5-7 business days and will confirm via email once a subscription is canceled or a service halted. Simply uninstalling or not using the service will not automatically trigger a cancellation or refund; you must notify us.
3. Refund Eligibility
Our refund policy is designed to be fair to both our users and us (as a platform that has to allocate resources for services). Refunds will be considered under the following conditions:
- Service Not Delivered: If you paid for a service but we failed to deliver it at all (for reasons within our control), you are entitled to a full refund. For example, if you paid for a “featured listing for 30 days” but due to a technical glitch your listing was never featured, we will refund the fee or offer the service anew at your preference.
- Cancellation Before Service Start: If you request a cancellation before the paid service has commenced (e.g., you bought a package that starts on a future date or we haven’t activated it yet), we will generally provide a full refund of the amount paid.
- Partial Usage: If you have used part of the service and then decide to cancel, we will assess partial refunds on a case-by-case basis. For instance, suppose you purchased a 90-day advertising package and after 30 days you decide to cancel – if there are 60 days remaining unused, we might refund a pro-rated amount for the unused period, subtracting any discounts that were applied for longer commitments and any administrative fees. Some services might clearly state “No partial refunds after activation” – in such cases, those terms will apply. We will communicate these conditions at the time of purchase.
- Change of Mind/Not Happy: If you are not satisfied with a service provided, we encourage you to contact our support team. While we do not guarantee refunds for services that were delivered as described (e.g., your listing was featured as promised), we will review concerns on a case-by-case basis. Our aim is customer satisfaction, so we may offer a goodwill refund or credit in some situations, especially for first-time issues or if the service quality fell short of expectations due to factors on our side.
- Violations of Terms: If your account or listing is terminated/suspended due to a violation of our Terms of Use or policies (for example, posting prohibited content), you will not be eligible for a refund on any unused portion of paid services. Users removed for cause forfeit their right to any refund.
4. Refund Process
If you are eligible for a refund as per the conditions above, the process is as follows:
- You will need to provide the order details (order ID, payment reference, date of purchase) and reason for refund to our support team at contact@builderlane.com.
- Once we have verified the details and approved the refund, we will process it. Refunds are usually made to the original payment method used. For example, if you paid by credit card, the refund will be issued to that same credit card; if you paid by bank transfer, we will arrange a transfer back.
- Timeframe: Please allow 7-14 business days for the refund to reflect in your account. Often, once we process it, the speed of the refund depends on banks/payment gateways. We will notify you via email when the refund is processed from our end.
- If for some reason we are unable to refund to the original payment method (e.g., the card has expired, or technical issues), we will contact you to arrange an alternative method (such as bank deposit).
We do not charge any refund processing fee. However, any third-party charges (like payment gateway fees) that are non-recoverable might be deducted if they weren’t part of the service cost. We will be transparent about any such deductions (usually, this is minimal or none for digital services).
5. Contact for Cancellations and Refunds
To initiate a cancellation or refund request, or if you have questions regarding this policy, please contact our billing support:
- Email: contact@builderlane.com (preferred for record-keeping)
When contacting us, provide as much detail as possible (your username, relevant transaction details, and the reason for cancellation/refund) so we can assist you efficiently.
6. Changes to this Policy
BuilderLane may update this Refund & Cancellation Policy from time to time. Any changes will be posted on this page with an updated revision date. We may also notify active customers of significant changes via email. It’s your responsibility to review this policy periodically. Continued use of paid services after changes are posted constitutes acceptance of the revised policy.
We thank you for choosing BuilderLane.com for your real estate needs. We value your business and aim to be fair and responsive in all transactions. If you have any feedback regarding our services or this policy, we’re always listening.