title: "Refund policy" description: "When you can get the €10 Private Group fee back, how to ask, and how long it takes." updated: 2026-09-26
This page covers the only paid service: the Private Group, a one-off fee of €10.
Everything else — searching, posting listings and takeovers, contacting whoever posted — is free and therefore gives rise to no refund.
How payment works
You do not pay on the site. The process is:
- you message us on WhatsApp from the button on the Private Group page;
- we reply and send you a payment link in the same chat;
- you pay and send us a screenshot of the receipt;
- we add you to the WhatsApp group using the number you wrote from.
The whole conversation stays in the chat, so you always have a record of what was said and when.
Right of withdrawal
If you buy as a consumer, the law gives you 14 days to withdraw without giving a reason (Articles 52 and following of the Italian Consumer Code).
The Private Group is a digital service that starts the moment we add you to the group. Before adding you we ask you in the chat to confirm two things:
- that you want the service to start right away, without waiting the 14 days;
- that you understand that once you are added to the group, the right of withdrawal is exhausted, as provided by Article 59(1)(o) of the Italian Consumer Code.
Until you answer, we do not add you.
| Situation | Refund |
|---|---|
| You paid but have not been added to the group yet | Full refund, no explanation needed |
| You have been added to the group | No automatic refund, but read the section below |
When we refund anyway
Even outside the cases required by law, we refund in full if:
- you paid and, because of a problem on our side, we did not add you to the group;
- you paid twice by mistake;
- the service was not delivered as described on this page or in the terms;
- we did not answer your messages in the group for more than seven consecutive days.
We have no interest in keeping €10 from somebody who is unhappy. If you think one of these applies, say so in the same chat.
When we do not refund
- Because you did not find a place. The Private Group is a support service, not a guarantee of results: we cannot promise accommodation and we do not.
- If you were removed from the group for breaching the community rules, for example spam, offensive behaviour or asking for money before viewings.
- If you paid from one number and then asked for access from another without telling us, after we wrote to clarify and received no reply.
- More than 90 days after the payment date.
How to request a refund
The quickest way is to say so in the same WhatsApp chat you paid from: we already have the payment and your number there, so you do not have to repeat anything.
Alternatively write to [TO BE COMPLETED: contact email] or use the contact form, stating the date of payment, the phone number used and, in two lines, the reason.
We reply within 5 working days.
Timing and method
Refunds are made to the same payment method used for the purchase. You are charged nothing for the refund.
There is no intermediary involved: we issue the refund ourselves, normally within 5 working days of you asking, and then the crediting time depends on your bank.
A refund means you are removed from the WhatsApp group.
If we disagree
If you believe a refund was refused without good reason, you can turn to a mediation body or use the European Online Dispute Resolution (ODR) platform. Your consumer rights under Italian law are unaffected.
Contact
[TO BE COMPLETED: legal entity name] — [TO BE COMPLETED: registered address] — VAT [TO BE COMPLETED: VAT number] — [TO BE COMPLETED: contact email]