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Refund Policy

Refund protection for paid unlocks

Veriq charges for time-limited access to verified property information. Refund rules apply only where money or wallet value was actually charged, and they cover problems with the accuracy, availability or delivery of what you unlocked — not the outcome of your search.

Approved refunds are credited to your Veriq Wallet for future unlocks. They are not paid out as cash and credits do not expire.

What qualifies

  • The Property or Unit was shown as available at unlock but was already unavailable and the availability record was materially stale or incorrect.
  • The Property Contact was materially invalid, wrong, or no longer legitimately associated with the property.
  • The unlocked property materially differs from what Veriq verified or represented.
  • The exact location cannot reasonably be found because Veriq’s verified location information is materially wrong.
  • A significant Veriq-verified fact or intelligence item is materially inaccurate due to a verification failure.
  • The street link or Agent-supplied Initial Veriq Intelligence was materially wrong at unlock.
  • A technical or payment failure resulted in payment without proper unlock access.
  • Duplicate payment for the same intended unlock.
  • For Property for Sale: a publicly represented document status or other verified sale fact was materially inaccurate at unlock.
  • For Property for Sale: the listing was shown as Available but had already been sold or withdrawn and the record was materially stale.

What does not qualify

  • You changed your mind.
  • You inspected and did not like the property.
  • You found another property.
  • You did not inspect or use the unlock within the access period.
  • You knowingly unlocked a property clearly marked unavailable.
  • The property was genuinely available at unlock but someone else took it afterwards.
  • The unlock did not result in a successful rental, booking or purchase (including a sale that did not proceed).

How to request a refund

  1. 1

    Open My Unlocks in your dashboard and select the unlock the problem relates to.

  2. 2

    Choose Request Refund. The qualifying and non-qualifying conditions are shown again before you submit.

  3. 3

    Select the reason that matches what happened and add an explanation. Attach photos, screenshots or documents where they help.

  4. 4

    Submit the request. Veriq Admin reviews the availability history, the unlock and payment record, the verification data and any evidence from the Veriq Agent or Property Operator.

  5. 5

    Veriq approves or rejects the request and records the reason. You are notified either way and can follow the case in your dashboard.

Open My UnlocksTrack a refund request

The refund window

A refund request must be submitted inside the refund window recorded on your unlock, which normally matches the access period. The exact deadline for each unlock is shown in My Unlocks and on the refund form.

Who decides

Veriq Admin decides every refund. The Property Operator or Veriq Agent may be asked for evidence, but they never approve or reject a request. Decisions and the evidence behind them are recorded.

What approval changes

An approved refund of the unlock purchase credits the full amount charged — including any wallet-funded part — to your Veriq Wallet and ends access to that listing immediately. A duplicate charge is refunded on its own and leaves your separately paid, valid unlock untouched.

Free Unlocks

A Free Unlock has no refundable payment value. You can still report an access or accuracy issue for investigation. Contact support if a Free Unlock had an access or accuracy problem.

Fair use

Veriq reviews repeated or unusual refund behaviour to protect legitimate refund rights for everyone. Evidence and decisions remain on record, and a request is never rejected simply because you have asked before. Disputed community Street Intelligence is reviewed against the street version shown and its source and confidence labels; disagreement alone does not establish inaccuracy.

Questions about a specific decision? Contact Veriq support.