Squarelly's contact fee is a payment for access to a direct connection — and our refund policy is designed to be fair to both renters and landlords while reflecting the nature of that service.
Standard Policy: Non-Refundable Once Chat is Unlocked
Once the 2% contact fee has been charged and the chat has been unlocked, the fee is generally non-refundable. At that point, the service has been delivered — you have direct access to the landlord or property manager and can communicate freely.
We strongly recommend reviewing all listing details, photos, the virtual tour, and the compatibility score before initiating contact to ensure the property genuinely meets your needs.
Exceptions — When a Refund May Be Issued
Refunds will be considered in the following circumstances:
- The landlord never responded and no contact details were released — If you paid to reach a landlord who did not reply, and the landlord's contact details were therefore never shared with you, get in touch. Once those details have been released the connection you paid for has been delivered, and what follows is between you and the landlord.
- The listing was materially inaccurate — If the property as described or shown is significantly different from what was represented in the listing at the time of contact, this may qualify for a refund review.
- Technical error — If a payment was charged due to a platform error and the chat was not successfully unlocked, a full refund will be issued.
- Duplicate charge — If you were charged more than once for the same property contact unlock, the additional charge will be refunded in full.
What Is Not Covered
Refunds will not be issued in the following situations:
- The property is unavailable and you chose to proceed and pay the fee anyway
- You changed your mind after the chat was unlocked
- The tenancy did not progress for reasons outside Squarelly's control (e.g. the landlord chose a different renter)
- You did not read the listing details carefully before initiating contact
How to Request a Refund
To submit a refund request, contact our support team via our support form within 14 days of the charge. Include your account details, the property listing in question, and a clear description of the reason for your request. Every request is reviewed individually, and we will come back to you as quickly as we can.