# Build.Staines — Refund Policy
Last updated: 9 May 2026
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## 1. Overview
Build.Staines is a digital marketplace platform operating at staines.build. References to "Build.Staines" and "staines.build" refer to the same platform. All purchases on Build.Staines are for digital content and services, including marketplace introduction fees (scope unlocks) and platform credits. This Refund Policy explains how we handle requests for refunds and our approach to resolving purchase issues.
By making a purchase on Build.Staines, you agree to this Refund Policy. Please read it carefully before completing any transaction.
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## 2. Digital content — scope unlocks
When a trade purchases a marketplace introduction (scope unlock), digital content is delivered immediately. The unlock grants the trade access to the client's job scope details and contact information.
Because delivery of digital content begins immediately upon purchase, the right to cancel under the Consumer Rights Act 2015 does not apply once the scope has been unlocked. By completing a scope unlock purchase, you acknowledge that delivery begins immediately.
Refunds for scope unlocks will not be issued except in the following circumstances:
- The job scope is found to be fraudulent or was submitted in bad faith by the client
- The job scope contains materially inaccurate information that misrepresents the nature or location of the work
- A technical error on the platform resulted in a duplicate charge
Where a refund is approved under these circumstances, it will be issued as platform credits to your Build.Staines account, not as a cash refund. Platform credits have no expiry date and can be used toward future scope unlocks or platform purchases.
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## 3. Platform credits and tokens
Platform credits and tokens purchased directly or issued as refunds or goodwill gestures have no cash value and are non-refundable. Credits and tokens are non-transferable and are tied to your Build.Staines account.
If your account is suspended or terminated, any unused credits or tokens will be forfeited in accordance with our Terms of Service.
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## 4. How refunds are issued
All approved refunds on Build.Staines are issued as platform credits. We do not issue cash refunds or reverse charges to your original payment method, except where required by applicable law.
Platform credits issued as refunds will appear in your account balance within 1 working day of the refund being approved.
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## 5. How to request a refund
To request a refund, contact us at legal@staines.build with the following information:
- Your account email address
- The scope reference number (DSE- reference)
- The reason for your refund request
We aim to respond to all refund requests within 3 working days. We may request additional information to assess your request.
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## 6. Disputed charges
If you believe you have been charged in error, please contact us at legal@staines.build before raising a dispute with your bank or card provider. We will work to resolve the issue promptly. Raising a chargeback without first contacting us may result in the suspension of your account.
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## 7. Consumer rights
Nothing in this Refund Policy affects your statutory rights under UK consumer protection law. If you have a concern about a purchase that we have not been able to resolve, you may contact Citizens Advice at citizensadvice.org.uk or the Competition and Markets Authority at gov.uk/cma.
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## 8. Changes to this policy
We may update this Refund Policy from time to time. When we do, we will update the date at the top of this page. Continued use of the platform after changes are posted constitutes acceptance of the updated policy.
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## 9. Contact
Build.Staines
Thetford, England
legal@staines.build
staines.build