Refund policy

You can ask for your money back from the billing page in your profile, at any time, in one form. A person reads every request — there is no automatic no.

If we agree, the refund goes to Paddle, who sold you the plan and holds the money. Paddle reviews it and makes the final decision. We will tell you when we send it, and again when Paddle answers.

We will not tell you a refund is approved when what we mean is that we have asked for one. Those are different things and only the second is ours to give.

If you are a consumer in the EU, the EEA or the UK, you have a statutory right to withdraw from a purchase within 14 days, and you do not have to give a reason. Paddle is the seller of record and administers that right; you can exercise it through the Paddle link in your purchase confirmation email, or by asking us and we will pass it on.

One limitation is worth knowing before you rely on it, because it is in the law rather than in our policy: the right can be lost once you start using what you bought. If you buy a plan and immediately publish four listings with it, the 14-day withdrawal is no longer automatic. It becomes a request like any other, and the rest of this page is how we handle those.

Nothing on this page reduces any right you have under the law where you live.

The form is on your billing page. It asks for a reason, and the reason is not a formality — it is what the person deciding reads, and a specific one gets a better answer than a blank one.

One request is open at a time per subscription. While it is open the form is replaced by its status, because a second request would only give you two answers to the same question.

You can ask after you have already cancelled. Most people do — cancelling and wanting the unused part back are the same thought, and the service does not require you to still be paying in order to ask.

There are two decisions, and both have to go your way:

• Ours. A person reads the request and either approves an amount or declines with a reason. If we decline, that is our answer and we will tell you what it was.
• Paddle's. Everything we approve is sent to Paddle as a refund against the original payment. Paddle reviews it on its own terms — larger amounts are more likely to be looked at by hand — and can decline it.

If Paddle declines, it does not tell us why. We will pass on that it was declined and say plainly that no reason was given, rather than guess at one or repeat your own words back to you as though they were the finding.

Between the two decisions the request shows as sent to the provider. That is a real state and we label it as one: the money has not moved yet.

There is no fixed formula, because the fair amount depends on what you got. Two figures are worked out and shown to the person deciding, and both are visible to you on request:

• The unused remainder — the part of the period you paid for and have not had yet.
• Everything you paid on that subscription within the period.

A subscription is often more than one payment. If you bought a plan and upgraded twice, that is three payments on one subscription, and a refund is not one transfer but one per payment, each sent and judged separately. That is a constraint of how card refunds work — money goes back along the path it came — and it is why a refund can come back in parts.

Where a payment was an upgrade, part of what it shows is credit for the plan you left rather than money taken from your card. Only what was actually charged can be returned, and the figures you are shown already account for that.

Anything already refunded on a payment is subtracted before a new one is allowed. A payment cannot be refunded twice.

A payment can only be refunded for a limited time after it was made — around 120 days for a card, longer for PayPal. This is the payment network's limit, not ours, and once it passes there is no route back to that card at all.

The limit runs from each payment, not from the subscription. On an older subscription some payments may still be refundable while the earliest are not, and a request is worth making even then — it just cannot reach everything.

If you think something has gone wrong, say so early rather than waiting to see whether it resolves. Time is the one part of this that nobody can give back.

Getting money back and giving up access are separate decisions, and we treat them separately.

When a refund covers the unused remainder of a period, the plan is normally closed along with it — keeping a plan you have been refunded for is not what either side means by a refund. When it covers something smaller, such as a correction to a single charge, the plan carries on.

Either way, the subscription is only closed once the money has actually come back. Closing it at the point we approve would leave you with no plan and no refund if Paddle then declined, and a closed subscription cannot be reopened — it has to be bought again.

Your billing page says which of the two happened, in words, on the request itself.

By email, at the address on your account, at each point where something actually changed:

• we declined it — with our reason;
• we approved it and sent it to the provider — not a confirmation that money is on its way;
• the provider issued it — with the amount;
• the provider issued part of it — with what came back and what did not;
• the provider declined it — and that no reason was given to us.

Money that has been issued usually reaches a card within a few working days, but the timing is the bank's rather than ours or Paddle's, and we would rather not quote a figure we do not control.

We do not have a list of disqualifying reasons, and we are not going to invent one to sound rigorous. In practice a request is declined when the plan was used for what it does — listings published, promotion applied, applications received — and the period is largely spent.

A no from us is not the end of it. Your statutory rights are unaffected, Paddle can be asked directly as the seller, and if you think we have got it wrong, say so and a second person will look.

For a refund, the fastest route is the form on your billing page — it arrives with the payment history attached, so nobody has to ask you for it.

Write to support@houseedge.gold.

For anything about the order itself — the invoice, the receipt, the card statement line — Paddle is the seller of record and can also be reached directly at paddle.com, through the link in your purchase confirmation email.