11walls is a digital platform that enables Paying Guest (PG) owners and property managers to list their properties and connect with prospective tenants. 11walls does not own, manage, lease, or control any listed property.
This Refund & Cancellation Policy governs payments made for:
• Property listing packages
• Featured/promotional listings
• Subscription plans
• Advertising services
• Any paid digital services offered through the platform
By purchasing any paid service on 11walls, you agree to this policy.
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Nature of Services
All paid services offered by 11walls are digital services that are activated immediately or within a defined service period. Once activated, these services provide visibility, exposure, or access benefits.
Due to the digital and time-based nature of these services, refunds are limited.
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No Refund After Activation
Once a listing, subscription, promotional boost, or advertisement has been:
• Published
• Activated
• Approved and made live
• Or otherwise utilized
It shall be considered consumed, and no refund shall be provided.
This applies regardless of:
• Number of leads received
• Conversion of tenants
• User satisfaction
• Market conditions
11walls does not guarantee tenant bookings, occupancy rates, or revenue.
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Eligible Refund Scenarios
Refunds may be issued only in the following limited circumstances:
a) Duplicate Payment
If a user is charged twice for the same service due to a technical error.
b) Failed Service Activation
If payment is successfully processed but the service is not activated within a reasonable timeframe due to a verified technical issue on 11walls’ end.
c) Platform Error
If the service purchased is materially different from what was described at the time of purchase.
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Non-Refundable Situations
Refunds will not be issued for:
• Change of mind
• Lack of leads or inquiries
• Dissatisfaction with market response
• Incorrect listing information provided by the user
• Account suspension due to violation of Terms
• Early cancellation of subscription
• Removal of listing by the user
• Expired promotional period
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Subscription Cancellation
Users may cancel recurring subscriptions (if applicable) at any time before the next billing cycle.
• Cancellation stops future charges
• No partial or pro-rata refund will be issued for the current billing cycle
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Tenant Payments (If Applicable)
If 11walls facilitates any booking fees or token payments between tenants and PG owners:
• 11walls acts only as a technology intermediary
• Refund of booking/token amounts shall be governed by the respective PG owner’s cancellation policy
• 11walls is not responsible for disputes between tenants and property owners
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Refund Processing
If approved:
• Refunds will be processed to the original payment method
• Processing time: 7–10 business days
• Transaction fees charged by payment gateways may be deducted
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Chargebacks & Payment Disputes
Users agree to contact 11walls support before initiating any chargeback.
Fraudulent or abusive chargebacks may result in:
• Account suspension
• Permanent ban
• Legal action, if necessary
Policy Changes
11walls reserves the right to modify this Refund Policy at any time. Updated versions will be posted on the website with a revised effective date.
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Contact
For refund requests, contact:
Email: support@11walls.com