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Refund and cancellation policy

This policy explains when you can cancel and whether you are entitled to a refund for paid services on Property Pavilion, operated by Aidvante Consulting Group Ltd (company number 12102627), 17-21 George Street, Croydon, England, CR0 1LA. It should be read together with our Terms of service. Browsing, saving listings, enquiring and booking viewings are free.

Updated 13th Oct 2026

1. What you can pay for

  • Single listings (for example £39, live for 90 days)
  • Featured placement (for example £29 for 28 days)
  • Agent and broker plans (Starter, billed per listing; Growth and Agency, monthly subscriptions)
  • Franchise opportunity listings (for example £199 per opportunity)
During our launch period, amounts shown as "£0 due today" are not charged, and we will give at least 30 days' notice before paid billing begins.

2. Consumers: your 14-day right to cancel

If you are a consumer (buying for purposes mainly outside your trade or business), you normally have a 14-day cooling-off period under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, starting the day after you buy.

Important — immediate start waives this right. Our listing and featured-placement services are digital services that begin as soon as your listing goes live. When you ask us to publish immediately, you request that the service starts during the 14-day period, and you acknowledge that you lose the right to cancel once the service has been fully performed, and that where it is partly performed you may be charged for what has been provided.

In practice, this means:

  • If you have not yet published and the service has not started, you can cancel within 14 days for a full refund.
  • If your listing is already live, the cooling-off right no longer applies to that service, or we may deduct a proportionate amount for the period it has been live.

3. Business users

If you are an agent, broker, franchisor or other business user, the statutory consumer cooling-off right does not apply. Your cancellation and refund rights are governed by this policy and your plan terms. Unless stated otherwise, fees for listings and featured placement are non-refundable once the listing is live.

4. Subscriptions (agents and brokers)

  • Monthly plans renew automatically until cancelled.
  • You can cancel at any time from your dashboard or by contacting us; cancellation stops the next renewal.
  • We do not generally refund the current billing month once it has started, but you keep access until the end of the paid period.
  • We do not charge early-termination fees unless stated in a separate agreement.

5. When we will always refund

We will provide a full or proportionate refund where:

  • You were charged in error or charged twice;
  • A paid feature failed to work due to a fault on our side and we could not fix it within a reasonable time;
  • We remove your listing for a reason that is not your fault or breach;
  • The law otherwise requires it.
Under the Consumer Rights Act 2015, paid services must be provided with reasonable care and skill. If they are not, you may be entitled to a repeat performance or a price reduction.

6. When we will not refund

We will not normally refund where:

  • Your listing has gone live and the service has been provided;
  • We remove or suspend your listing because it breached our Terms or the law;
  • You simply change your mind after a business purchase, or after a consumer service has started (see Section 2);
  • The property or business did not sell or let (success is not guaranteed and is not a basis for a refund).

7. How to request a refund or cancel

Contact us at contact@propertypavilion.co.uk with your account email, the service purchased and the reason. We aim to respond within 5 working days. Approved refunds are made to your original payment method, normally within 14 days, via our payment processor.

8. Chargebacks

Please contact us before raising a chargeback with your bank — most issues are resolved quickly. Fraudulent chargebacks may lead to suspension of your account.

9. Changes and contact

We may update this policy; the "last updated" date shows the current version. This policy does not affect your statutory rights. If you are unhappy with how we handle a refund, see the Complaints and dispute resolution section of our Terms of service.

Aidvante Consulting Group Ltd (trading as Property Pavilion), 17-21 George Street, Croydon, England, CR0 1LA. Email: contact@propertypavilion.co.uk.