Refund Policy | Flex Estate Secure Property Services

🔁 Refund & Cancellation Policy

Last updated: 18/09/2026

At Flex Estate, we aim to provide clear and transparent conditions for our property packages, professional services and optional add-ons. This policy explains when an order may be cancelled, when a refund may apply and what happens when you ask us to start providing a service immediately.

1. Right of Withdrawal for Consumers

If you purchase a service from Flex Estate online as a consumer, you generally have a statutory right to withdraw from the agreement within 14 days from the date the agreement is concluded, unless a legal exception applies.

If you expressly request that we begin providing the service during this 14-day withdrawal period, we may start performing the service immediately.

If you subsequently exercise your right of withdrawal before the service has been fully performed, you may be required to pay for the part of the service that has already been provided up to the moment of withdrawal.

If the service has been fully performed during the withdrawal period, your statutory right of withdrawal may end if you expressly agreed to immediate performance and acknowledged in advance that you would lose your right of withdrawal once the service had been fully performed.

These statutory rights apply only where applicable under consumer law and do not affect any other mandatory rights you may have.

2. Packages and Services Already Started

Our packages and services may include activities such as preparing or publishing a property listing, arranging external services, processing property information, activating advertising or promotional services, providing platform access, or carrying out other work included in the purchased service.

Where you have requested immediate performance, work may begin shortly after your order.

If you validly withdraw during the statutory withdrawal period after performance has started, we may deduct or charge an amount proportionate to the services already provided, where permitted by law.

Once a service has been fully performed and the statutory requirements for loss of the right of withdrawal have been met, no refund is due on the basis of the statutory withdrawal right.

3. Add-Ons and Third-Party Services

Optional add-ons may involve work performed by Flex Estate or services arranged with external professionals or platforms, such as photography, measurement services, floor plans, property descriptions, styling, advertising or property publication.

If you request immediate performance and the service has already started, been scheduled, commissioned or assigned to a third-party provider, costs already incurred or services already performed may be deducted from any refund where legally permitted.

If a third-party service has already been fully performed or a binding cost has been incurred on your instructions, that part of the order may no longer be refundable, subject to your statutory rights.

4. Funda and Other Publication Services

Publication services, presentation upgrades and promotional add-ons may involve external platforms and may generate costs once an order has been submitted, activated or processed.

If you request immediate performance, Flex Estate may begin processing the publication or upgrade during the statutory withdrawal period.

Where cancellation is still legally possible, any amount due for work already performed or external costs already incurred may be deducted from the refund, where permitted by law.

A purchase does not guarantee acceptance or publication by an external platform where that platform applies its own eligibility, content or publication requirements.

If a publication cannot be completed for reasons attributable to Flex Estate, we will assess the appropriate refund, correction or alternative solution.

5. Cancellations Before Work Starts

If you wish to cancel an order, contact us as soon as possible.

If no work has started, no external costs have been incurred and you have a statutory right to withdraw, your cancellation will be processed in accordance with that right.

Our statutory cancellation and withdrawal rights are not limited to a one-hour cancellation period.

6. Duplicate Payments and Errors

If you have been charged twice, paid the wrong amount or believe a payment was made as a result of a technical error, please contact us as soon as possible.

We will investigate the payment and, where appropriate, issue a refund or correction.

7. Refunds

Where a refund is due, it will normally be made using the same payment method used for the original transaction, unless otherwise agreed.

Statutory refunds will be processed within the period required by applicable law. Processing times of banks and payment providers may affect when the refunded amount becomes visible in your account.

8. How to Withdraw or Request a Cancellation

To exercise a statutory right of withdrawal or request cancellation, you can use the withdrawal function available on our website or contact us using the contact details below.

Your communication should clearly state that you wish to withdraw from or cancel the relevant agreement and include sufficient information for us to identify your order.

Email: support@flexestate.nl
Telephone: 085 333 2978
Contact page: available through the Flex Estate website.