Refund Policy

Credits purchased on Voya are non-refundable once bought, except in the circumstances described below. Credits do not expire and carry over indefinitely.

Exceptions — we will issue a credit refund if:

• A credit was deducted due to a technical error on Voya's part (e.g. a duplicate charge or system fault)
• An enquiry is verified as spam or a bot submission with no genuine buyer intent
• You were charged for an enquiry on a listing that had already been marked as sold or withdrawn at the time the enquiry was submitted

To request a credit refund, email hello@voya.es within 14 days of the charge, including the enquiry ID and the reason for your request. We will review and respond within 5 business days.

The €100 fee for unlocking a seller's contact details after your valuation proposal is accepted is non-refundable. By choosing to unlock, you confirm you wish to proceed with the contact.

If you were charged in error (e.g. the seller's details were unavailable or you were charged without accepting a proposal), contact us immediately at hello@voya.es.

If you initiate a chargeback with your bank for a legitimate Voya charge, we reserve the right to suspend your account pending investigation. We encourage you to contact us first — most issues can be resolved quickly.

If you close your agent account, any unused credits are forfeited and will not be refunded, except where required by applicable consumer protection law. If you believe you are entitled to a refund of unused credits under your local law, please contact us.

Refund requests and billing queries: hello@voya.es