What this covers

HouseControl sells subscription plans to building owners. This policy covers those payments and nothing else. Rent and shared bills that residents pay through the platform are money owed to their building, not to us; a dispute about rent is settled between the resident, the flat moderator and the owner, and we do not hold or return it.

Because a subscription is software rather than goods, there is nothing to send back. “Return” here means cancelling the plan.

When we refund in full

• You were charged twice for the same plan and period. We refund the duplicate without being asked, as soon as we find it.
• The payment succeeded but the plan never activated, and we cannot activate it for you.
• You bought the wrong plan or the wrong number of months and tell us within 7 days, provided the organisation has stayed inside the free allowance in the meantime.
• A charge you did not authorise, once we have confirmed it with the gateway.

When we do not

After the first 7 days, a plan that has been used is not refunded for the time already run. Cancelling stops the plan; it does not return what the months so far cost.

Cancelling in the middle of a paid period forfeits the remainder. The cancellation screen says so before you confirm, and the alternative — letting the plan run to its end date — is offered beside it and costs you nothing extra.

Nothing renews on its own. A plan is bought for a fixed number of months and then stops, so there is no automatic charge to be surprised by and none to refund.

How long it takes

We decide within 3 working days of hearing from you and send approved refunds to the gateway the same day. From there it depends on how you paid:

• bKash, Nagad and other mobile wallets: usually 3 to 7 working days
• Cards: usually 7 to 14 working days, set by your bank

The money returns to the account it came from. We cannot send it somewhere else, and we do not refund in cash.

How to ask

Write to us on WhatsApp or call, with the invoice number from the receipt we emailed you. It starts with INV- and appears on Plan & billing too. With that number we can usually answer the same day; without it we have to go looking.