Money Back Guarantee

Money Back Guarantee


Subject always to clause 3 below, the money back guarantee means that, provided the terms and conditions immediately below are satisfied:

  1. if you have taken up either Classic or Pro, we will refund the Core Product Service Fee paid by you if you do not receive a Proceedable Credible Offer within ten months from the date the Service Agreement was entered into; or
  2. if you have deferred payment, the Core Product Service Fee will not be payable by you if you do not receive a Proceedable Credible Offer within ten months from the date of the Service Agreement was entered into.
  3. In the event that property prices reduce by 5% in any quarter as measured by the nationwide house pricing index, the Money Back Guarantee will not longer be applicable to the Core Product Service Fee’s

  

Terms and conditions of the ‘money back guarantee’

Terms and conditions applicable when you enter into this Service Agreement

 

In order for you to benefit from the money back guarantee, you must:
  • have a valuation performed by a Local Property Partner (known as an ‘LPP’). The money back guarantee is not applicable to any self-instructed sales through our Website without an LPC valuation;
  • instruct us to advertise your property with an asking price which is at, or below the valuation provided by the LPC. Please note, if you instruct us to advertise your property at a price which is above the valuation provided by the LPC, the money back guarantee will not apply to your Core Product Service Fee and you will not benefit from it; and
  • In the event that property prices reduce by 5% in any quarter as measured by the nationwide house pricing index, the Money Back Guarantee will no longer be applicable to the Core Product Service Fee’s; and
  • You must pay in full for any Extras.
 
Terms and conditions applicable to maintain the validity of the money back guarantee

 

  • We must be given sufficient time to market your property. The money back guarantee is therefore only applicable if you continuously publish your property with Purplebricks for a minimum period of ten months from the date that we enter into this Service Agreement.
  • The money back guarantee will not be valid or enforceable if you have appointed another agent to market your property, and you accept an offer from this agent before the expiry of ten months from the date we enter into this Service Agreement.
  • If we provide you with a refund of your Core Product Service Fee, or if we have not asked for payment because the Core Product Service Fee is not payable as a result of the money back guarantee, and we subsequently discover that an offer was made to or accepted by you as a result of the services of another estate agent within the period of 10 months from the date of this Service Agreement then as set out above the money back guarantee will not have been applicable and you will be required to pay to us the Core Product Service Fee within 14 days of us notifying you of this.
  • If you delay or frustrate the sales process by declining property viewings, then the money back guarantee will not apply and cannot be claimed.

 

When you will be entitled to a refund of your Core Product Service Fee and how to obtain it
  • Provided that all of the terms and conditions set out in this section are satisfied at the time you make a request for a refund, we will refund your Core Product Service Fee or (if you have taken up Pay later with conveyancing) it will not be payable by you if you have not received a Proceedable Credible Offer for your property within 10 months of the date we enter into this Service Agreement.

  • You must make a request for a refund of your Core Product Service Fee within 28 days of the date falling ten months after the date of this Service Agreement. In order to request a refund, simply log in to your My Purplebricks account and submit a claim via the Money Back Guarantee section on your dashboard. You will not be entitled to any refund of your Core Product Service Fee under this Service Agreement if we receive your request after this time. Refunds will be made to the same payment instrument (such as a debit card or credit card) used by you to pay the Product Service Fee(s).
  • You must have paid in full for any Extras before making a request for a refund, or requesting not to pay the Core Product Service Fee (where you have taken up the Conveyancing Liaison Service).

 

What happens after you receive your refund, or if your Core Product Service Fee is no longer payable
If your request for a refund is approved and your Core Product Service Fee is refunded to you, or if we inform you that the Core Product Service Fee is not payable by you then this Service Agreement will come to an end and we will no longer provide you with any products or services. This means that your property will no longer be marketed by us. You will be able to instruct us again, though if you wish to remarket your property with us.
 
What happens if I withdraw the property, or I have a Proceedable Credible Offer but the sale fails to complete?
If:
  • you withdraw the property from marketing by us before the expiry of 10 months from the date the Service Agreement was entered into; or
  • you receive a Proceedable Credible Offer but the sale fails to complete
then if you have already paid us your Core Product Service Fee, you can relist the property with us without paying any new Core Product Service Fee, however the money back guarantee will have ceased to apply to your Core Product Service Fee.
 
What happens if I fail to pay for the Extras I ordered?
You must pay for any Extras before asking for a refund or asking us not to demand payment, if you have taken the Pay later with conveyancing. If you have taken up Pay later with conveyancing and fail to pay for the Extras you ordered within 10 months of the date the Service Agreement was entered into, then the money back guarantee is not applicable to your Core Product Service Fee and cannot be claimed.
Payment
We may from time to time accept different methods of payment.
You are required to provide us with your credit or debit card details and you authorise that we may use those details for payment. 
Unless you choose Pay later with conveyancing we will obtain approval for an amount up to the amount of the Product Service Fee and debit that amount from your card. We will inform you of the final amount of the Product Service Fee, including any Extras before we take payment. We take payment at the time of, or shortly after, your entry into of this Service Agreement (or, if you have already entered into this Service Agreement and subsequently decide to take an additional Product or Service, at the time that we agree to provide you with that additional Product or Service).
If you choose Pay Later with conveyancing payment must be made on the Pay later with conveyancing Payment Date in a single payment.