Scope
This policy applies to payments made to Property Markaz for listing slots, Hot placement, physical-location verification, combined Hot and verification services, and paid agent plans. These are fees for marketplace services only. They are not property booking payments, deposits, investments, instalments, escrow funds, or payments to a property owner or agent.
Before payment approval or service activation
- An unpaid order may be cancelled at any time.
- If you sent payment but it has not yet been approved and the service has not started, contact us promptly to request cancellation.
- Once we verify receipt of the funds, an eligible pre-activation cancellation will be refunded to the original payment method.
After a service starts
A change of mind is not eligible for a refund after a service has started or been made available. This applies even if the customer stops using the service after several days or asks to cancel before the purchased period ends.
- Hot placement: starts when the Hot promotion becomes active on the selected listing.
- Listing slots and agent plans: start when the slot, plan, credits, or account entitlement becomes available for use.
- Physical-location verification: starts when a visit appointment is agreed with the customer, a representative is dispatched, or substantive verification work begins.
- Combined services: start when any included component starts. Any refund for a component that Property Markaz does not deliver will be calculated separately and cannot exceed the amount originally paid for the combined service.
When a refund may be provided
We will provide a full or proportionate refund, as appropriate, if:
- Property Markaz approves a valid cancellation before activation;
- the same order was paid more than once;
- we cannot provide the purchased service;
- the service was materially different from what was purchased and we cannot correct it within a reasonable time; or
- a refund is required by applicable law.
Where only part of a service was not delivered, we may extend the service, re-perform the affected work, or refund the undelivered part, depending on what reasonably resolves the problem.
When a refund is not available
A refund is not normally available when:
- the customer simply changes their mind after activation;
- a Hot promotion, listing slot, plan, credit, or other entitlement has already been activated or used;
- verification work was completed or attempted but the property could not be verified because access, location, or submitted information was unavailable, inaccurate, or inconsistent;
- a listing or account is restricted or removed because of inaccurate information, prohibited content, misuse, or a breach of our Terms; or
- the customer expected a sale, rental, inquiry, viewing, or other result that the purchased marketplace service did not guarantee.
How to request cancellation or a refund
Email support@propertymarkaz.com or contact official Property Markaz support. Include your name, mobile number, order number, payment reference, reason for the request, and any supporting evidence. Do not publish payment screenshots or account information publicly.
We aim to review a complete request within three business days. An approved refund is normally sent to the original payment method within seven to ten business days, although the payment provider may require additional processing time.
Fair application and legal rights
We will apply this policy reasonably, based on payment records, service activation records, work already performed, and the circumstances of the request. Nothing in this policy removes any consumer right or remedy that cannot be excluded under applicable law.