Last updated: October 15, 2024

This Refund and Dispute Policy governs your use of our website (“Website”, or “Service”) operated by Property Portfolio and/or Softmark Realty Solutions (“us”, “we”, or “our”). Please read this Policy carefully before using our Service. This Policy should be read in conjunction with our Terms and Conditions and with our Cancellation Policy which are also found on our Website. By accessing any areas of the Website, you agree to be bound by this Policy.

Refunds

To the maximum extent permitted by Law, our total liability to you for any claim arising out of or relating to this Policy or your use of our Service shall be limited to a limited percentage as decided by us.

• Refund Eligibility: Refunds may be available for users who experience significant issues with their subscription or service that cannot be resolved through our support team. Refunds may also be considered for users who cancel their subscription within a specified period after initial purchase.
• Pro-Rated Refunds: If a user cancels their yearly subscription before the end of the subscription period, a pro-rated refund for the unused portion of the subscription may be provided, minus any applicable discounts or promotional rates that were applied at the time of purchase. This is at our discretion.
• Non-Refundable Conditions: Refunds are not provided for users who violate our terms of service, use the platform fraudulently, or cancel their subscription after the specified refund period has elapsed.

Subscription-Based Refund Conditions

• Monthly Subscriptions: 
  • Cancellation within 7 Days: Users may request a full refund if they cancel within 7 days of the initial purchase date.
  • After 7 Days: Refunds will not be provided after 7 days of the subscription start date, but users can cancel to prevent future charges.
  • Free-trial: When a free trial is opted for, there is no period for a refund and the monthly charge will be made after the trial period has passed if the users do not cancel their subscription, but users can cancel to prevent future charges for the following month.
• Yearly Subscriptions: 
  • Cancellation within 30 Days: Users may request a full refund if they cancel within 30 days of the initial purchase date.
  • After 30 Days: Pro-rated refunds may be issued based on the remaining months of the subscription period, minus any discounts.
  • Free-trial: When a free trial is opted for, there is no period for a refund and the monthly charge will be made after the trial period has passed if the users do not cancel their subscription or switch to a yearly subscription model, but users can cancel to prevent future charges for the following year.

Requesting a Refund

• How to Request: Users must submit a refund request through our customer support portal, providing their account details, reason for the refund, and any relevant transaction information.
• Processing Time: Refund requests are typically processed within 10-20 business days. Users will be notified via email once their request has been reviewed and processed.
• Method of Refund: Refunds will be issued to the original payment method used at the time of purchase.

Dispute Resolution

• Initial Contact: Users should first contact our support team to resolve any issues related to their subscription or service.
• Escalation Process: If the issue cannot be resolved through initial support, it will be escalated to a senior support representative or manager for further review.

Exceptions and Special Cases

• Platform Downtime: In the event of significant platform downtime or service interruptions, affected users may be eligible for partial refunds or credits toward future subscriptions.  This does not apply to Force Majeure Events.
• Promotional Subscriptions: Refund policies for subscriptions purchased during promotional periods or with discount codes may vary and will be specified in the promotion’s terms and conditions.
• Service Changes: If we make significant changes to the service that adversely affect the user experience, we may offer refunds or credits as deemed appropriate. 
• Platform Errors: If users experience technical issues that prevent them from accessing or using the platform as intended, they may be eligible for a partial refund or credit.
• Feature Malfunction: Refunds or credits may be offered if a key feature that a user relies on is not functioning correctly and cannot be fixed in a reasonable timeframe.

We retain the right to make the final decision between partial refunds or credit toward future subscriptions.

Account Compromise

• Unauthorised Access: If a user’s account is compromised and unauthorised charges are made, no refunds are provided. We will also not be responsible for any changes made to a compromised user’s account.

Service Interruptions

• Scheduled Maintenance: Users should be informed of scheduled maintenance. If maintenance significantly disrupts service, credits may be issued.
• Unscheduled Downtime: Significant unscheduled downtime may warrant partial refunds or credits, especially if it impacts user experience for extended periods.

CONTACT

If you have any questions about this Policy, please contact us at customercare@propertyportfolio.com.mt.