Credits, Payments & Refund Policy

1Important Summary

Matchouse is a freemium platform. Many core features may be available for free, but some features, tools, modules, subscriptions, lead systems, boosts, Credits, and premium access may require payment.

Matchouse may charge users through:

All paid features are optional unless clearly stated for a specific product or feature.

2Legal Status of Credits

Matchouse Credits are digital platform credits for eligible use inside Matchouse only.

Credits are not:

Credits have no value outside Matchouse and may only be used for eligible Matchouse products, features, tools, lead access, modules, boosts, or platform services.

Credits cannot be:

3What Credits Can Be Used For

Credits may be used for selected Matchouse features, including where available:

Not every Matchouse feature will accept Credits. Some features may require Credits only, direct card payment only, direct bank payment only, subscription access only, either Credits or direct payment, a separate one-time fee, or a separate recurring fee.

Matchouse may change which features accept Credits at any time.

4Buying Credits

Users may purchase Credits through the Matchouse platform. Before completing a Credit purchase, Matchouse will show the available Credit package, price, payment method, and any key purchase conditions.

By purchasing Credits, you confirm that:

• You are authorised to use the payment method
• The payment information is accurate
• You understand Credits are for eligible Matchouse use only
• You understand Credits are not cash or electronic money
• You understand used Credits are generally non-refundable
• You have reviewed this Policy and the Terms of Service

Credits will normally appear in your Wallet after successful payment processing. Matchouse may delay or reject Credit allocation where payment is pending, failed, reversed, disputed, suspected fraudulent, or subject to payment provider checks.

5Matchouse Wallet

The Matchouse Wallet is the account area where your Credit balance, Credit purchase history, Credit usage, and eligible Credit activity may be shown. Your Wallet is not a bank account or financial account.

Matchouse may restrict, suspend, freeze, correct, or adjust Wallet balances where we reasonably believe there is:

Matchouse may correct Wallet balances where Credits were added, deducted, refunded, or displayed incorrectly.

6Use of Credits

Credits may be deducted when you purchase, unlock, activate, access, boost, subscribe to, or use an eligible Matchouse feature.

Once Credits are used for a feature, tool, lead, boost, listing, module, subscription, access right, or digital service, those Credits are normally non-refundable unless:

• Matchouse confirms a platform error
• You were charged incorrectly
• The purchased feature was not provided due to Matchouse's fault
• A refund is required by law
• A specific guarantee applies, such as an eligible HireGuarantee Leads refund
• Matchouse approves the refund at its discretion

7Direct Payments

Some Matchouse features may require direct payment by card, bank, or another payment method instead of Credits. This may apply to:

Where direct payment is required, the price and payment method will be shown before purchase. Direct payments may be processed by third-party payment providers such as Stripe or another payment processor. Matchouse does not usually store full card details.

8Subscriptions

Matchouse may offer recurring subscriptions for premium access, advanced tools, Bloc modules, agency tools, visibility features, higher usage limits, lead tools, or other paid features.

Subscriptions may be charged monthly, annually, on another recurring billing cycle, per workspace, per agency, per user, per module, per usage tier, or as otherwise shown before purchase.

8.1 Renewal

Subscriptions may automatically renew unless cancelled before the renewal date. The renewal price, billing cycle, and key terms will be shown before purchase where required.

8.2 Cancellation

You may cancel a subscription through your account settings or by contacting support where account cancellation is not available. Cancellation stops future renewal. It does not automatically refund past payments, unused time, partial months, unused tools, unused limits, or unused features unless required by law or clearly stated at purchase.

8.3 Failed Payments

If a subscription payment fails, Matchouse may retry the payment, notify you, suspend premium access, downgrade the account, disable paid tools, restrict Bloc modules, cancel the subscription, or recover outstanding amounts where lawful.

8.4 Plan Changes

If you upgrade, downgrade, add modules, remove modules, or change subscription plans, the price and access changes will apply according to the terms shown at the time.

9Paid Features and Digital Services

Matchouse may charge for paid features, including lead access, listing boosts, profile boosts, premium visibility, advanced messaging features, Bloc modules, business tools, agency tools, verification services, productivity tools, marketplace tools, and other premium features.

Many Matchouse paid features are digital services that may begin immediately after purchase. Where a consumer asks for or agrees to immediate access to digital content or digital services, cancellation rights may be affected depending on the product and the required pre-contract consent process.

10Lead Purchases

Matchouse offers lead access tools for Providers, including estate agents, service professionals, landlords, and businesses.

Lead products may include Instant Lead Purchase, EngageNow Leads, HireGuarantee Leads, profile leads, service request leads, property enquiry leads, booking leads, and other lead products.

11Instant Lead Purchase Refund Rules

Instant Lead Purchase gives a Provider immediate access to a lead or the ability to contact a potential customer. Instant Lead Purchases are generally non-refundable once unlocked or accessed.

Refunds may be considered only where:

• The lead was not made accessible due to a confirmed Matchouse platform error
• The same lead was charged twice due to a technical error
• The lead was materially corrupted or unavailable due to Matchouse's fault
• A refund is required by law
• Matchouse approves a refund at its discretion

Refunds will not normally be given because:

12EngageNow Leads

EngageNow Leads may allow a Provider to send an initial message or response before payment is triggered. Payment may become due when engagement occurs. Engagement may include, depending on the rules shown on the platform:

Matchouse may determine engagement based on platform records, system logs, messages, user actions, and other reasonable evidence. Once engagement criteria are met, payment or Credit deduction may become due.

Refunds for EngageNow Leads are generally not available once engagement has occurred unless Matchouse confirms a platform error, engagement was incorrectly recorded, a duplicate charge occurred, a refund is required by law, or Matchouse approves a refund at its discretion.

13HireGuarantee Leads

HireGuarantee Leads may allow a Provider to pay only when hired, or to receive a Credit refund where the Provider is not hired, subject to the rules shown on the platform.

Eligibility may depend on:

Matchouse may reject a HireGuarantee refund where:

14Listing and Profile Boosts

Matchouse may offer paid boosts to improve visibility, reach, ranking, placement, exposure, or promotion of listings or profiles.

Boost payments are generally non-refundable once the boost has started or been delivered unless a confirmed Matchouse platform error prevented delivery.

15Bloc Payments

Bloc may include free and paid modules, subscriptions, usage limits, premium features, agency tools, CRM functions, property tools, communication tools, and integrations.

Bloc fees may be charged per workspace, per agency, per branch, per user, per module, per subscription, per usage tier, per integration, as a one-time setup fee, or as otherwise shown before purchase.

Refunds for Bloc are governed by the purchase terms shown at the time and this Policy.

16Payments Between Users

Matchouse does not collect, hold, control, supervise, guarantee, or process payments made directly between users for services, bookings, jobs, property-related services, professional work, deposits, invoices, or private arrangements unless we clearly state otherwise for a specific Matchouse product.

Payments between Seekers and Providers are made directly between those users. Matchouse is not responsible for:

Where fraud, scam, or suspicious activity is reported with valid evidence, Matchouse may investigate and may suspend, restrict, or ban users. Matchouse is not required to reimburse users for direct payments made outside Matchouse.

17Refund Requests for Credits

Users may request a refund of unused Credits by contacting Matchouse or using any refund tool available inside the platform. Refunds of unused Credits are not automatic.

Matchouse may approve, reject, partially approve, delay, or investigate a refund request. Refund calculations may deduct:

Matchouse may show the estimated refundable amount and deductions before completing the refund request.

18Refund Requests for Direct Payments

Refunds for direct payments depend on the type of purchase, whether the feature was used, whether access began immediately, whether the payment was for a subscription, whether the payment was for a digital service, whether the purchase was business or consumer use, whether a Matchouse platform error occurred, any specific terms shown before purchase, and UK consumer law.

Refunds are generally not available where:

Refunds may be considered where:

• Matchouse charged the user incorrectly
• Duplicate payment occurred
• A paid feature was not made available due to Matchouse fault
• A confirmed platform error prevented access
• A refund is required by law
• Matchouse approves a refund at its discretion

19Refund Method

Approved refunds will usually be returned to the original payment method where possible. If this is not possible, Matchouse may offer another lawful refund method.

Credit refunds may be returned to the Matchouse Wallet as Credits unless Matchouse agrees otherwise or the law requires otherwise. Refund processing times may depend on the payment provider, bank, card issuer, fraud checks, and internal review.

20Cooling-Off Rights for Consumers

Consumers may have cancellation rights for certain online purchases. In many cases, consumers have 14 days to cancel a distance contract, but different rules apply to digital content, digital services, and services that begin immediately with the consumer's agreement.

Where a paid digital feature, Credit usage, lead access, boost, subscription, or Bloc module begins immediately, Matchouse may ask the user to confirm that they want immediate access and acknowledge that this may affect cancellation rights.

21Business Users

If you use Matchouse for business purposes, including as an estate agent, landlord business, service professional, company, agency, partnership, or trader, you are treated as a business user unless the law requires otherwise.

Business users are responsible for reviewing pricing, payment rules, refund rules, subscription terms, lead terms, and feature terms before purchase. Business purchases are generally non-refundable once access has been provided, unless Matchouse confirms a platform error, duplicate payment occurred, a refund is required by law, specific product terms state otherwise, or Matchouse approves a refund at its discretion.

22Refund Abuse and Fraud Prevention

Matchouse may refuse, delay, reduce, or investigate refunds where we reasonably suspect:

Matchouse may suspend accounts, freeze Credits, block purchases, remove features, or report activity where necessary.

23Chargebacks and Payment Disputes

If you dispute a payment through your bank, card provider, or payment provider without first contacting Matchouse, we may suspend your account, freeze Credits, restrict paid features, or pause services while the dispute is reviewed.

If a chargeback is found to be incorrect, abusive, or inconsistent with this Policy, Matchouse may recover the disputed amount, chargeback fees, payment provider fees, administrative costs, and legal recovery costs where lawful.

24Taxes and Invoices

Prices may include or exclude VAT depending on the product, user type, location, and how the price is displayed. Where applicable, Matchouse may issue invoices, receipts, or payment confirmations.

Business users are responsible for their own tax, accounting, VAT, income, corporation tax, and financial reporting obligations. Providers are solely responsible for invoices, tax, VAT, refunds, receipts, and payment obligations related to services they provide directly to Seekers outside Matchouse.

25Promotional Credits and Offers

Matchouse may offer promotional Credits, discounts, free trials, referral bonuses, trial access, or promotional offers. Promotional Credits or discounts may:

• Expire
• Be non-refundable
• Be non-transferable
• Be limited to specific features
• Be withdrawn if abused
• Be subject to additional terms
• Be limited to one account per user or business

Matchouse may remove promotional benefits where users create duplicate accounts, manipulate referrals, abuse offers, or breach the Terms.

26Free Trials

Matchouse may offer free trials for selected features, subscriptions, Bloc modules, or premium tools. Trial terms will be shown before the trial starts.

A free trial may convert to a paid subscription if this is clearly disclosed and the user agrees to the payment terms before starting the trial. Users are responsible for cancelling before the trial ends if they do not wish to continue, where applicable.

27Price Changes

Matchouse may change prices, plans, Credit packages, subscription fees, lead fees, boost pricing, Bloc pricing, usage limits, and payment models.

For existing recurring subscriptions, Matchouse will provide reasonable notice of material price changes where required. If you do not agree to a price change, you may cancel the affected subscription before the new price applies. Price changes do not affect completed purchases unless required by law or stated otherwise.

28Platform Errors

If a platform error causes an incorrect charge, duplicate payment, incorrect Credit deduction, or failed access to a paid feature, you should contact Matchouse as soon as possible.

Where Matchouse confirms an error, we may re-credit your Wallet, provide replacement access, correct the charge, issue a partial refund, issue a full refund, or take another reasonable corrective action.

29No Guarantee of Results

Payments to Matchouse are for access to platform tools, features, Credits, subscriptions, leads, visibility, or software.

Matchouse does not guarantee bookings, hires, replies, leads converting, revenue, profit, property enquiries, sales, tenancies, client quality, provider quality, search ranking, fixed visibility, business growth, or successful transactions.

30Account Suspension and Paid Features

If your account is suspended, restricted, or terminated because you breached the Terms, misused the platform, abused Credits, engaged in fraud, created legal risk, or harmed users, you may lose access to paid features, subscriptions, leads, Credits, and Wallet functions.

In such cases, refunds may be refused to the fullest extent permitted by law. Where required by law, Matchouse will assess any remaining unused paid value fairly and transparently.

31How to Request a Refund

To request a refund, contact [email protected].

You should provide:

• Your account email
• Payment reference if available
• Date of purchase
• Product or feature purchased
• Reason for refund request
• Any supporting evidence

Matchouse may request additional information before deciding. Refund decisions may depend on platform records, payment records, feature usage, lead access records, message records, system logs, fraud checks, and applicable law.

32Changes to This Policy

Matchouse may update this Policy from time to time. Where changes are material, we may notify users by email, platform notice, account notice, or another reasonable method.

The updated Policy applies from the date stated. Continued use of Matchouse after changes take effect means you accept the updated Policy.

33Contact Details

For payment, Credit, subscription, lead, or refund questions, contact: