Refund Policy

This policy forms part of your agreement with QibHome Ltd (Company No. 07654321), a company registered in England and Wales. If you have any questions, please contact us at blackifyers@gmail.com or call +44 7988 520233.

1. Overview

QibHome Ltd ("we", "us", or "our") is committed to providing transparent and fair service to all our clients. This Refund Policy sets out the circumstances under which refunds may be issued for fees paid to QibHome in connection with our property services. Please read this policy carefully before engaging our services.

2. Scope of This Policy

This policy applies to fees charged directly by QibHome Ltd for services including, but not limited to: property valuations, sales agency fees, lettings management fees, investment consultancy retainers, and any pre-agreed ancillary services. It does not apply to third-party costs (e.g. solicitor fees, survey costs, mortgage arrangement fees) that may be incurred as part of a property transaction.

3. Cancellation of Valuation Appointments

If you have booked and paid for a property valuation and wish to cancel, you may request a full refund provided you give us at least 48 hours' written notice before the scheduled appointment. Cancellations made with less than 48 hours' notice will not be eligible for a refund, as our valuer's time will have been reserved and allocated. Cancellations made on the day of the appointment are non-refundable.

4. Sales Agency Fees

Our sales agency fees are typically payable on successful completion of a property sale. No upfront agency fee is charged unless expressly agreed in writing. Where an upfront marketing fee has been agreed and paid, this fee is non-refundable once we have commenced marketing activities (including photography, floor plans, portal listings, or viewings). If QibHome cancels the instruction before commencing marketing, a full refund of any upfront fee will be issued within 14 days.

5. Lettings & Property Management Fees

Tenant-find and let-only fees are non-refundable once a tenancy has been agreed and a holding deposit has been accepted from a prospective tenant. Full property management retainer fees paid in advance are refundable on a pro-rata basis if the management agreement is terminated by either party with appropriate notice as specified in your management agreement. Set-up and onboarding fees are non-refundable once the onboarding process has commenced.

6. Investment Consultancy Retainers

Retainer fees for our investment consultancy service are charged monthly or quarterly as agreed in writing. Refunds for unused portions of a prepaid quarterly retainer may be considered at our discretion where a formal termination notice is given. Monthly retainers are non-refundable once the billing period has commenced.

7. Cooling-Off Period

Where you have entered into a service contract with QibHome as a consumer (as defined under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013), you have the right to cancel within 14 days of entering the contract without giving any reason (the "cooling-off period"). If you request that we begin providing services during the cooling-off period and then cancel within that 14-day window, you may be liable to pay for the services reasonably provided up to the point of cancellation, and a partial refund may be issued accordingly.

8. How to Request a Refund

All refund requests must be submitted in writing to our client services team at blackifyers@gmail.com or by post to QibHome Ltd, 10 Berkley Square, Mayfair, London, W1J 6BR. Please include your full name, the relevant property address, a description of the service for which a refund is sought, and the reason for your request. We will acknowledge your request within 2 working days and aim to provide a decision within 10 working days.

9. Approved Refunds

Approved refunds will be processed to the original payment method used at the time of purchase. Please allow up to 10 working days for the refund to appear in your account, depending on your bank or payment provider. QibHome reserves the right to deduct any reasonable costs incurred prior to the cancellation request from the refund amount.

10. Disputes

If you are dissatisfied with our decision regarding a refund request, you may escalate your complaint in accordance with our formal Complaints Procedure. QibHome is a member of The Property Ombudsman (TPO) scheme. If your complaint remains unresolved after our internal process, you have the right to refer the matter to TPO for independent adjudication.

11. Changes to This Policy

QibHome reserves the right to update this Refund Policy at any time. The current version will always be published on our website. Continued use of our services following any change constitutes acceptance of the updated policy.

QibHome Ltd is a member of The Property Ombudsman and the National Association of Estate Agents (NAEA Propertymark). We are regulated by HMRC for Anti-Money Laundering purposes. Our services are governed by the laws of England and Wales.