1. Overview
This Policy explains when you can cancel services booked through the Investra platform operated by Investra International Ltd, 128 City Road, London EC1V 2NX, United Kingdom, and how refunds are made. It implements, where applicable, Directive 2011/83/EU (Consumer Rights Directive, “CRD”) and national consumer law of our markets. It supplements, and in case of conflict yields to, mandatory local law.
2. Statutory Right of Withdrawal
Where you purchase a service from Investra at a distance as a consumer, you generally have the right to withdraw within 14 days without giving reasons, starting on the day the contract is concluded.
Exceptions provided by the CRD apply. In particular, the withdrawal right does not apply to: contracts for the creation of immovable property rights or tenancies of residential property; services fully performed with your prior express consent and acknowledgement that the right is lost on full performance; and accommodation or leisure services contracted for a specific date, where excluded by Article 16(l) CRD.
3. How to Withdraw
To exercise the withdrawal right, notify us before the deadline by an unequivocal statement — by email to refunds@investra.io, through the in-app cancellation flow, or using the model withdrawal form available in the help centre. It is sufficient to send the notification before the withdrawal period expires.
4. Effects of Withdrawal
If you withdraw, we reimburse all payments received from you for the withdrawn service without undue delay and at the latest within 14 days of the day we are informed of your decision, using the same means of payment you used, unless you expressly agree otherwise. No fees are charged for the reimbursement.
If you requested performance to begin during the withdrawal period, you owe an amount proportionate to the services provided until you informed us of the withdrawal.
5. Contractual Cancellation of Bookings
Beyond statutory rights, bookings can be cancelled under the conditions stated per Listing and in the Booking Terms. Typical conditions are:
| Service | Cancellation window | Refund |
|---|---|---|
| Property viewing | Up to 24h before appointment | Free of charge |
| Refundable reservation deposit | Within the stated reservation period | Full refund |
| Non-refundable reservation deposit | After the stated free-cancellation period | No refund, unless the Provider cancels |
| Subscription features | Any time, effective end of billing period | No refund of the current period unless mandatory law provides otherwise |
The conditions shown in the booking flow at the time of your booking prevail over this illustrative table.
6. Provider Cancellations
If a Provider cancels a confirmed booking, amounts you paid through the Platform for the cancelled service are refunded in full within 14 days, without prejudice to further rights under applicable law and the Provider's terms.
7. Refund Method and Timing
Refunds are issued to the original payment method. Processing times of banks and card schemes may add 3–10 business days after we initiate the refund. Where the original method is unavailable, we will contact you to agree a lawful alternative.
8. Non-Conforming Services
If a service we supplied was not performed with reasonable care and skill or otherwise fails to conform, you may be entitled to re-performance, a price reduction or a refund under applicable consumer law, independent of this Policy's timelines.
9. Contact
For questions about cancellations or refunds, contact refunds@investra.io or raise a request through the help centre. Unresolved concerns can be escalated under the Complaints & Dispute Policy.