Payments & Refund Policy

Last updated: March 2026

1. What you pay for

SureTrade currently charges homeowners a fee to unlock a tradesperson's full profile and contact details. This is the primary paid action on the Platform.

The unlock fee is displayed clearly before you confirm the purchase. You will not be charged without your explicit consent.

2. Payment methods

Payments are processed securely by Stripe. We accept major debit and credit cards. SureTrade does not store your card details -- all payment data is handled directly by Stripe in accordance with PCI DSS standards.

3. Pricing

All prices are displayed in GBP (£) and are inclusive of VAT where applicable. We reserve the right to change pricing with reasonable notice. Price changes will not affect purchases already completed.

4. What an unlock includes

When you unlock a tradesperson profile, you receive:

Full contact details (phone, email)
Complete profile information
Ability to message the tradesperson directly

An unlock does not guarantee that the tradesperson will respond, be available, or agree to take on your project.

5. Credits

You may purchase credits in advance to use for unlocks. Credits are non-transferable and can only be used on the account that purchased them.

Unused credits do not expire while your account remains active. If you close your account, unused credits will be forfeited unless a refund is requested and approved.

6. Refund policy

Because profile unlocks provide immediate access to information, refunds are generally not available once an unlock has been completed. However, we will consider a refund in the following circumstances:

Duplicate charge: You were charged more than once for the same unlock
Technical error: A Platform error prevented you from accessing the unlocked profile
Profile removed: The tradesperson's profile was removed by SureTrade within 7 days of your unlock due to policy violations
Materially misleading profile: The tradesperson's profile contained information that was demonstrably false or misleading at the time of unlock

7. How to request a refund

Your account email
The date of the transaction
The reason for your request

We aim to review refund requests within 5 working days. Approved refunds will be issued to your original payment method within 5-10 working days.

8. Subscriptions

If we offer subscription plans (for tradespeople or homeowners), the following applies:

Subscriptions renew automatically at the end of each billing period
You can cancel at any time. Cancellation takes effect at the end of the current billing period
We do not offer partial refunds for unused subscription periods unless required by law

9. Consumer rights

Your statutory rights as a UK consumer are not affected by this policy. Under the Consumer Contracts Regulations 2013, you may have a 14-day cancellation right for certain digital purchases. However, by unlocking a profile you acknowledge that the digital content is delivered immediately and you consent to losing your right of withdrawal.

10. Disputes

If you are not satisfied with how we have handled a payment or refund matter, contact us at [SUPPORT EMAIL]. If we cannot resolve the matter, you may be able to use the UK's alternative dispute resolution services.