Credits & Refunds Policy

1. What Credits Are

FYSH credits are digital tokens purchased exclusively by vendors and used to open buyer expressions of interest (EOIs). Credits have no monetary value outside the FYSH platform, cannot be transferred between accounts, and cannot be exchanged for cash except in the circumstances set out in Section 5 of this policy.

Credits are not a subscription. There is no recurring charge. You purchase only what you need, when you need it, and unused credits remain available on your account for as long as your account is active.

2. Purchasing Credits

2.1 Available packs

Credits are available in the following packs:

All prices are shown in pounds sterling (GBP) and are inclusive of any applicable taxes. Prices are subject to change; the price displayed at the time of purchase is the price you will be charged.

2.2 Payment

Credit purchases are processed through our secure third-party payment processor. FYSH does not store or have access to your payment card details. Payment is taken immediately upon purchase. Credits are added to your account balance upon confirmed payment.

2.3 Purchase confirmation

On completing a purchase, you will receive a confirmation email to your registered address setting out the number of credits purchased, the amount charged, and your updated credit balance. Please retain this for your records.

3. Using Credits

3.1 Opening an expression of interest

When a buyer submits an expression of interest in one of your listings, you will be notified. To read the buyer's message, you must spend one (1) credit. This action is irreversible — once a credit is used to open an EOI, it cannot be recovered.

3.2 Credit expiry

Credits do not expire while your account remains active and in good standing. Accounts are considered active for 12 months from the date of email verification, with renewal available at no cost. If your account lapses, please contact us before any credits are forfeited.

3.3 Non-transferable

Credits are personal to your account and may not be transferred to another account or user, in whole or in part.

4. Your Statutory Rights

4.1 Right to cancel — digital content

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you ordinarily have a 14-day right to cancel a purchase of digital content from the date of purchase and receive a full refund.

However, this right to cancel is lost if the digital content has been supplied and you gave your prior express consent to immediate supply and acknowledged that you would lose your cancellation right upon supply. At the point of purchase, FYSH presents this notice and requires your acknowledgement. By completing a credit purchase, you confirm:

• That you have been informed of the 14-day right to cancel;
• That you consent to credits being supplied immediately upon payment; and
• That you understand your right to cancel will be lost in respect of any credits that have been used.

4.2 Unused credits within 14 days

If you have purchased credits and have not used any of them, you retain the right to cancel the purchase and receive a full refund for the entire pack within 14 days of purchase, notwithstanding the above. To exercise this right, contact us at [email protected] quoting your account email and the date of purchase. We will process the refund within 14 calendar days to your original payment method.

4.3 Partially used packs

If you have used one or more credits from a pack, your cancellation right is lost in respect of those used credits. You are not entitled to a refund for credits that have been consumed by opening an EOI, regardless of the outcome of that enquiry.

5. Refunds Outside the Cancellation Period

5.1 Technical failure

If a credit was deducted from your account as a result of a verifiable technical fault on the FYSH platform — for example, a credit was charged but the EOI could not be delivered — we will investigate and restore the credit to your account or issue a refund at our discretion.

5.2 Account closure

If you close your account voluntarily and have an unused credit balance, you may request a refund of the value of those unused credits. We calculate the refund amount based on the per-credit rate of the pack most recently purchased. Requests must be submitted within 30 days of account closure. Refunds are made to the original payment method within 14 calendar days of the approved request.

5.3 Account termination by FYSH

If we terminate your account for breach of our Terms of Service, no refund of unused credits will be issued. If we terminate your account for reasons other than breach (for example, as a result of a business decision to cease operations), we will issue a full refund of your unused credit balance.

5.4 No refunds for dissatisfaction with enquiry outcomes

Credits are charged for opening a buyer enquiry, not for any particular outcome. We cannot issue refunds on the grounds that the buyer did not proceed with interest, the property did not sell, or the quality or nature of an expression of interest was not to your expectation. The credit covers access to the communication, not its content or result.

6. Featured Listing Credits

Vendors may optionally purchase featured listing slots, which promote a listing prominently on the FYSH homepage for a defined period. Featured slot credits are separate from EOI credits and are subject to the following additional terms:

• A featured slot may be cancelled from your vendor workbench at any time.
• If cancelled before the slot commences, the featured credit is returned to your account in full.
• If cancelled after the slot has commenced, the credit is not returned. The slot will be deactivated and the listing removed from featured placement for the remainder of the booking period.

7. How to Request a Refund

To request a refund or raise a billing query, please contact us at:

[email protected]

Please include your registered email address, the date of purchase, the credit pack purchased, and a brief description of your request. We aim to respond within 3 working days and to process approved refunds within 14 calendar days.

8. Disputes

If you are unhappy with the outcome of a refund request, you may escalate the matter by writing to us at [email protected]. We will review the matter and respond within 10 working days.

If you remain dissatisfied following our review, you may be able to seek resolution through your card issuer (chargeback), the Financial Ombudsman Service, or the courts of England and Wales, depending on the nature of the dispute. Nothing in this policy limits your statutory rights as a consumer.

9. Changes to This Policy

We may update this Credits and Refunds Policy from time to time. Where changes affect your statutory rights or the pricing of credits, we will provide at least 14 days' notice by email before the changes take effect. The price and terms applicable at the time of your purchase will apply to that purchase regardless of subsequent changes.