Refunds & cancellations
Updated 11 November 2026 · Version 2026-11-11-v4
Sales are final
Sales are final except where required by law. We do not offer discretionary refunds for changing your mind, being outbid, losing a position, or receiving fewer visits, clicks, enquiries or sales than expected. Each purchase buys one 12-month promotional listing, not a guaranteed rank or result.
This policy applies to purchases accepted under terms version 2026-11-11-v4. Earlier purchases remain governed by the terms and refund policy agreed at their checkout, including any refund promise in their purchase confirmation.
Mandatory consumer cancellation rights
If you buy wholly or mainly outside your trade, business, craft or profession, mandatory consumer rights may apply. UK consumers normally have until 14 days after the day the contract is made to cancel without giving a reason. Other mandatory rights may apply in your country. Starting publication does not itself waive an applicable cancellation right.
You expressly request immediate publication at checkout. Where the law permits a charge following a statutory cancellation, we charge only for listing time actually supplied before your cancellation notice. The charge is the total purchase price multiplied by the elapsed listing time supplied, divided by the full 12-month listing period. We deduct that proportionate amount from the refund; no payment-processing fee or cancellation penalty is added. If the law requires a full refund, no deduction is made. If no listing service was supplied, the proportionate service charge is zero.
Service problems and payment errors
Being outbid or receiving fewer visits than hoped is not by itself a service failure. Contact us about duplicate charges, unauthorised payments, a paid listing that never appeared, or a failure to provide the purchased service. We will investigate and provide any correction, repeat performance, price reduction or refund required by law. This policy does not restrict mandatory remedies, valid payment disputes or rights under an earlier purchase agreement.
How to exercise an applicable right
Email bilal.mashkoor@tenxora.com with your listing name, payment date and Stripe receipt or payment reference. If exercising a statutory cancellation right, clearly state that you wish to cancel; no particular form or reason is required. For a service or payment problem, describe what went wrong. Do not send full card numbers, passwords or security codes. We may ask for reasonable information to verify the purchase.
You may use this wording: “I wish to cancel my OneUp listing purchase. Listing: __. Payment date: __. Receipt/reference: __. Purchaser name: __. Contact email: __.” Where a cancellation deadline applies, sending your notice before it expires is sufficient; you do not need to wait for our reply.
Required refunds and ranking
Where a refund is due, we return it through Stripe to the original payment method within the applicable legal deadline. For a valid UK statutory service cancellation, this is normally within 14 days of receiving your notice. Your bank may take additional time to show the credit. Independent currency-conversion charges imposed by your bank are outside our control.
Cancellation ends the listing service. A full refund removes the listing from the public ranking; a partial refund reduces its ranking contribution. If the purchase is cancelled, the listing is removed even where a lawful proportionate service charge is retained. Mandatory consumer rights and earlier contractual promises are not limited by this policy.
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