Refund Policy
Last updated: 9/7/2026
1. About This Policy
This policy explains when you can get your money back for a paid Dwelles Membership, how to ask for a refund, and how long the refund takes to reach you. It applies to every purchase made on dwelles.com. It sits alongside our Terms of Service, and where the two differ on refunds, this policy applies.
2. What You Are Paying For
Dwelles Membership costs £7.99 per week and the price includes VAT. Membership unlocks instant alerts on new listings and the other paid features described on our pricing page. Payments are processed by Paddle.com Market Ltd, which acts as the merchant of record for every purchase and appears on your bank statement.
3. 14 Day Money Back Guarantee
If Membership did not work for you, email support@dwelles.com within 14 days of the charge and we will refund it in full to the original payment method. You do not need to explain your reasons. The guarantee covers your first payment and any renewal you did not intend to keep.
4. How to Request a Refund
Send an email to support@dwelles.com from the address on your Dwelles account and include the date and the amount of the charge. If you paid using a different email address, add the Paddle receipt or the transaction number so that we can find the payment. We confirm every request in writing as soon as we receive it.
5. How Long Refunds Take
We review each request within 2 business days. Once a refund is approved, Paddle returns the money to the original payment method within 5 business days. Your bank or card issuer may need a few more days to show the refund on your statement. Refunds can only be sent back to the card or account used for the original payment.
6. Cancelling Your Membership
You can cancel Membership at any time from your account settings or from the billing portal linked there. Cancellation stops all future charges and you keep paid features until the end of the week you have already paid for. Cancelling on its own does not trigger a refund, so email us if you also want the most recent charge returned.
7. When We Cannot Issue a Refund
We may decline a refund if the request arrives more than 14 days after the charge, if the account was suspended for breaking our Terms of Service or our Acceptable Use Policy, or if the same account has already received repeated refunds. In these cases we explain the reason in writing and you are welcome to raise it with us again.
8. Duplicate and Unrecognised Payments
If you were charged twice for the same week, or you see a Dwelles or Paddle charge that you do not recognise, email support@dwelles.com and we will investigate. Anything charged in error is returned in full. Please contact us before opening a chargeback with your bank, because we can usually resolve the problem faster.
9. Your Statutory Rights and Contact
Nothing in this policy limits your rights under UK and EU consumer law, including the right to cancel a distance contract within 14 days. Paddle.com Market Ltd is the merchant of record and can also be contacted about any payment through paddle.com. For everything else, write to support@dwelles.com and we will respond within 5 business days.