Refund Policy

General Refund Terms

If you cancel any 99home services, including add-ons, within 14 days of accepting our Terms and Conditions, we will issue a refund for the services you wish to cancel.

Refunds will be processed within 7 working days from the date we receive your cancellation request.

A £199 charge will apply if a service or part-service has already been delivered (e.g., a "For Sale" or "To Let" board has been erected, or professional photos and floorplans have been created).

To be eligible for a refund, you must provide all required material information, including pictures, descriptions, and detailed property details. Failure to supply this information will result in ineligibility for a refund. If your refund request is due to your inability to provide the necessary information, the request will not be approved Material Information - National Trading Standards

Anti-Money Laundering (AML) Checks

To comply with Money Laundering Regulations 2007 updated as The Money Laundering, Terrorist Financing and Transfer of Funds (Information on the Payer) Regulations 2017 (MLR 2017) came into force in June 2017

(https://www.legislation.gov.uk/uksi/2017/692/contents/made)

In consideration of 99home.co.uk, agreeing to provide services to the Client, the Client agrees to provide satisfactory proof of identity and address, as a condition precedent to the commencement of any work on their behalf and verify your identity. The Client shall supply the Agent with a legible copy of a valid photo identity document, such as a passport or driving licence, and two original utility bills or bank statements, dated within the last three months, as proof of address. By providing this documentation, the Client acknowledges that they have read, understood, and agreed to the Agent's verification requirements and that the Agent shall not be obligated to commence any work on the Client's behalf until such documentation has been received and verified to the Agent's satisfaction. Further documents may be required if necessary

It is a legal obligation to perform due diligence on every client by law to carry out anti-money laundering checks on all clients. It is our responsibility to ensure checks are carried out properly and correctly and for ongoing monitoring to make sure the money is coming from legal sources. The Agent reserves the right to delay or withhold to make the property live until the AML checks have been completed to its satisfaction. By accepting this, the Client acknowledges that they have read, understood, and agreed to 99home.co.uk’s AML checks and the associated charges and that the Agent's obligations under this agreement are conditional upon the satisfactory completion of these checks

Refund Conditions by Letting Packages

Express £39 (DIY Lettings Package)

No refund will be issued if

The property has been listed on major property portals (Zoopla, OnTheMarket, etc.)
The landlord fails to provide proof of ownership
The landlord fails AML/KYC checks
99home has visited the property for verification
A valid EPC (Energy Performance Certificate) or a Land Registry copy is not provided
Promotional discounts over 10% are one-time offers and strictly non-refundable (i.e; seasonal or festive offers)

Deductions

£20 will be deducted if AML/KYC has been processed and a refund is still eligible
A 10% deduction applies if any discount code or a third-party voucher code is used while purchasing
A 3% transaction fee applies to online payment refunds

Standard £99 (DIY including Rightmove)

No refund will be issued if

The landlord fails to provide AML/KYC documentation
The property has been listed on major property portals (Rightmove, Zoopla, OnTheMarket, etc.)
99home has visited the property for verification
A valid EPC or Land Registry copy is not provided
Promotional discounts over 10% are one-time offers and strictly non-refundable (i.e; seasonal or festive offers)

Deductions

£20 will be deducted if AML/KYC has been processed and a refund is still eligible
A 10% deduction applies if any discount code or a third-party voucher code is used while purchasing
A 3% transaction fee applies to online payment refunds

Silver £199 (Enhanced DIY Lettings Package)

No refund will be issued if

The landlord fails to provide ownership documentation
The property has been listed on major property portals
A Zoopla Featured Listing has been activated
A 99home "To Let" board has been issued
99home has visited the property for verification
A valid EPC or Land Registry copy is not provided
Promotional discounts over 10% are one-time offers and strictly non-refundable (i.e; seasonal or festive offers)

Deductions

£20 will be deducted if AML/KYC has been processed and a refund is still eligible
A 10% deduction applies if any discount code or a third-party voucher code is used while purchasing
A 3% transaction fee applies to online payment refunds

Refund Conditions for Sales Package

£99 Standard / £149 & £249 Commercial Package

No refund will be issued if

The vendor/landlord fails to provide AML/KYC documentation
The property is listed on major property portals
99home has visited the property for verification
A valid EPC or Land Registry copy is not provided
Promotional discounts over 10% are one-time offers and strictly non-refundable (i.e; seasonal or festive offers)

Deductions

£20 will be deducted if AML/KYC has been processed and a refund is still eligible
A 10% deduction applies if any discount code or a third-party voucher code is used while purchasing
A 3% transaction fee applies to online payment refunds

£799 Combo & Silver Package

No refund will be issued if

The seller/landlord fails to provide ownership documentation
Photography and floorplan services have been instructed
The property is listed on major property portals
99home has visited the property for verification
A valid EPC or Land Registry copy is not provided
Promotional discounts over 10% are one-time offers and strictly non-refundable (i.e; seasonal or festive offers)

Deductions

£20 will be deducted if AML/KYC has been processed and a refund is still eligible
A 10% deduction applies if any discount code or a third-party voucher code is used while purchasing
A 3% transaction fee applies to online payment refunds

£1499 High Street Package

No refund will be issued if

The seller fails to provide ownership documentation
Photography and floorplan services have been instructed
The property is listed on major property portals
99home has visited the property for verification
A valid EPC or Land Registry copy is not provided
Promotional discounts over 10% are one-time offers and strictly non-refundable (i.e; seasonal or festive offers)

Deductions

£20 will be deducted if AML/KYC has been processed and a refund is still eligible
A 10% deduction applies if any discount code or a third-party voucher code is used while purchasing
A 3% transaction fee applies to online payment refunds

Additional Important Notes

Property Ownership & Compliance: If you are not the property owner or are unwilling to provide ownership and AML/KYC documents, 99home will not issue any refund, even within the 14-day cancellation period
Verification Requirements: We require proof of property ownership and identity for compliance and to prevent fraudulent transactions

For any disputes, please refer to our complaints procedure for further assistance.