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Refund Policy

Last Updated: May 15, 2024

At Premium Spain Real Estate, we are committed to providing high-quality services and ensuring client satisfaction. This Refund Policy outlines the conditions under which refunds may be issued for our services and the process for requesting a refund.

Please note that different refund terms apply to different types of services we offer. This policy should be read in conjunction with any specific service agreements or contracts you have entered into with us, which may contain additional or different refund terms.

1. Service Satisfaction Guarantee

Premium Spain Real Estate offers a satisfaction guarantee on all our professional services. If you're not completely satisfied with the quality of our service, we will work with you to address your concerns and find a suitable resolution.

This guarantee applies to all our service categories, including property search, advisory services, property management, and relocation assistance.

2. Eligibility for Refunds

You may be eligible for a refund in the following circumstances:

  • Service Not Provided: If we fail to provide the agreed-upon service after payment has been made
  • Quality Issues: If the service provided does not meet the standards outlined in our service agreement
  • Duplicate Charges: If you were charged multiple times for the same service
  • Cancellation Within Cooling-Off Period: For certain services, if you cancel within the specified cooling-off period (typically 14 days from the date of agreement for services not yet begun)

3. Refund Request Timeframe

To be eligible for a refund, you must notify us of the issue within:

  • 14 days of the service delivery date for quality issues or service not meeting expectations
  • 30 days of the charge date for duplicate charges or billing errors
  • 14 days from entering into a service agreement for cancellations within the cooling-off period, provided the service has not yet begun

We strongly recommend that you communicate any concerns about our services as soon as possible to allow us the opportunity to address and resolve issues promptly.

4. How to Request a Refund

Refund Request Process:

  1. Contact Customer Service: Reach out to us via email at support@premiumspainrealestate.com, by phone at +442192993316, or through the "Contact" section on our website.
  2. Provide Details: Include your name, contact information, the service purchased, the date of purchase, and the reason for your refund request.
  3. Documentation: If applicable, provide any relevant documentation that supports your refund request (e.g., service agreement, payment receipts, correspondence regarding the issue).
  4. Review: Our customer service team will review your request and may contact you for additional information if needed.
  5. Resolution: We will process your refund or offer an appropriate alternative solution within 10 business days of receiving your complete refund request.

5. Service-Specific Refund Policies

5.1 Property Search and Acquisition Services

For property search and acquisition services, the following refund terms apply:

  • Initial Consultation Fee: Non-refundable once the consultation has taken place.
  • Retainer Fees: Partially refundable based on the work already performed. If we have already begun the property search process, a pro-rated amount will be retained to cover the services already provided.
  • Success Fees: Non-refundable once a property transaction has been completed.

5.2 Property Management Services

For property management services, the following refund terms apply:

  • Setup Fees: Non-refundable once the property management setup process has begun.
  • Monthly Management Fees: Pro-rated refunds may be issued for the unused portion of a prepaid period if service is terminated with proper notice as specified in the management agreement.
  • Maintenance Reserve Funds: Unused maintenance reserve funds are fully refundable upon termination of services, less any outstanding charges.

5.3 Advisory and Consultation Services

For advisory and consultation services, the following refund terms apply:

  • Hourly Consultation Fees: Non-refundable for sessions that have already taken place.
  • Pre-paid Consultation Packages: Partially refundable for unused sessions, less a 20% administration fee.
  • Custom Reports and Analysis: Non-refundable once the report has been delivered, unless it contains significant factual errors.

5.4 Relocation Services

For relocation services, the following refund terms apply:

  • Initial Assessment Fee: Non-refundable once the assessment has been conducted.
  • Relocation Package Fees: Partially refundable based on the stage of the relocation process and services already provided.
  • Administrative Services: Non-refundable for completed administrative procedures (e.g., visa applications, registrations).

6. Refund Methods and Timing

Approved refunds will be processed using the original payment method when possible:

  • Credit/Debit Card Payments: Refunded to the original card, typically appearing within 5-10 business days depending on your card issuer.
  • Bank Transfers: Refunded via bank transfer to the original sending account, typically processed within 5-7 business days.
  • Alternative Payment Methods: For other payment methods, we will work with you to determine the most appropriate refund method.

Please note that your financial institution's processing times may affect when the refund appears in your account.

7. Non-Refundable Items and Exceptions

The following items and situations are generally not eligible for refunds:

  • Services that have been fully delivered according to the agreed specifications
  • Third-party costs already incurred on your behalf (e.g., legal fees, registration fees, taxes)
  • Cancellations made after the cooling-off period has expired
  • Cases where service issues arose due to incorrect or incomplete information provided by the client
  • Refund requests made outside the specified timeframes

In exceptional circumstances, we may consider refund requests that fall outside these guidelines on a case-by-case basis.

8. Alternative Resolutions

In some cases, we may offer alternatives to monetary refunds, such as:

  • Service credits for future use
  • Additional or extended services at no extra cost
  • Partial refunds combined with service adjustments
  • Reassignment to a different service provider within our team

We will work with you to find the most appropriate resolution based on the specific circumstances of your case.

9. Disputes and Escalation

If you are not satisfied with the resolution offered regarding your refund request, you may escalate the matter by:

  1. Requesting a review by our management team by writing to management@premiumspainrealestate.com
  2. If the issue remains unresolved, you may seek mediation through consumer protection agencies or legal counsel

We are committed to fair and reasonable resolution of all client concerns and will make every effort to address your issue satisfactorily.

10. Changes to This Refund Policy

We may update this Refund Policy from time to time. We will notify you of any changes by posting the new Refund Policy on this page and updating the "Last Updated" date at the top of this page.

You are advised to review this Refund Policy periodically for any changes. Changes to this Refund Policy are effective when they are posted on this page. However, any changes will not apply retroactively to services purchased before the change was made.

11. Contact Us

If you have any questions about this Refund Policy, please contact us at: