Last updated: September 19, 2026
This policy applies to the Housing Market Audit — our single paid product, a one-time digital research service priced at $40 USD plus any local taxes applied at checkout. It does not apply to the Free Request questionnaire on itui.estate, which costs nothing and therefore involves no payment or refund. It should be read together with Sections 2, 4–9 and 14 of our Terms of Service, which define exactly what the Audit is and when it is considered performed.
The fee pays for research work: a Market Analysis, a Tenant Safety & Lease Checklist, and — where the open market reasonably contains a suitable option — up to two matching property contacts or listings. It does not pay for a property, a viewing, a booking, brokerage representation, or any guaranteed outcome, and the value of the research does not depend on whether you ultimately find housing, or on how many matches (including zero) the market produced. See our Terms of Service, Sections 2–7, before buying.
Until we have delivered the materials described in Terms Section 7 ("Service performed"), you may cancel your order at any time by emailing support@itui.estate from the address used at checkout, and we will refund you in full. If you are an EEA or UK consumer, this reflects (and in practice goes no further than) your statutory 14-day right of withdrawal for distance contracts.
Because this is digital content and a digital service we begin preparing shortly after payment, you are asked, before payment and by ticking two separate, unchecked boxes, to confirm:
Where you have given both confirmations and we have then fully performed the Service (Terms Section 7), your 14-day right of withdrawal no longer applies to that purchase, in line with applicable EU and UK consumer law on digital content and services supplied with your prior express consent. From that point the "changed my mind" refund right is waived — including where a matching contact turns out to be unavailable, a landlord does not reply, the market simply did not contain a matching property (in which case that outcome was honestly reported to you, not withheld), or you decide not to move. We send you an order confirmation by email at the time of purchase and retain a record of both confirmations (date, time and order reference) as evidence.
The waiver in Section 4 covers "I changed my mind." It does not cover us getting your brief wrong. If you believe the delivered materials materially fail to correspond to the criteria you actually submitted — for example, we researched the wrong city, the wrong budget range, or ignored a requirement you clearly stated — email support@itui.estate and describe the specific discrepancy. Where reasonably possible, we will correct or supplement the materials at no extra charge before a refund is considered. This gives you a working result faster than a refund would, and it is what we will normally try first.
Independently of Section 5, we will review and, where appropriate, refund in full or in part if:
Contact us at support@itui.estate within 30 days of delivery, describing the problem. We aim to reply within 5 business days. Approved refunds are returned to the original payment method through Stripe; your bank may take a further 5–10 business days to show the funds.
Subject always to Sections 5–6 above and to any mandatory consumer right applicable under law, we do not provide a refund merely because you changed your mind, dislike current market conditions, do not like a property that was honestly presented (including one clearly labelled as an alternative outside your criteria), fail to secure a property, do not receive a response from a landlord or Partner, decide not to use the information provided, or gave us criteria that were inaccurate, incomplete, or later changed. These are ordinary risks of the underlying market and of a "changed my mind" decision, not a defect in the research we performed.
Where local tax (such as VAT) is added at checkout, any refund covers that tax in the same proportion as the refunded amount, and is processed through the payment processor that collected it.
If something is wrong with your order or your charge, please email us first at support@itui.estate. Most issues are resolved faster and in your favour this way than through a bank dispute, and we would rather correct the research or refund you than argue. We will always respond to a genuine complaint.
This request does not limit, and is not intended to limit, any right you have under your card network's rules or applicable law to dispute a charge with your bank.
All refund, cancellation and billing questions: support@itui.estate →
Please write from the email address used at checkout and include the date and amount of the charge, so we can locate your order quickly.