Refund policy

Translation. In case of any discrepancy, the French version prevails. This translation will be reviewed by a native English speaker before publication.

This policy applies to the paid plans that agencies and owners buy on NIVOZA: the Pro subscription, Photos+ and Featured listings. Home seekers pay nothing.

In brief

• Today everything is free: nothing is collected, so there is nothing to refund.
• The subscription can be cancelled in one click, at any time; it stops at the end of the paid month.
• An outage of more than 3 days through our fault, or an invoice error, is refunded.
• No cancellation fee, no amount "forfeited" in advance, no automatic price indexation.
• Refund to the means of payment used, within 10 working days of our approval.

During the launch

During the launch phase, NIVOZA is free: nothing is collected, so there is nothing to refund. The rules below will apply once prices are introduced, which will be announced at least 3 months in advance.

Pro subscription and Photos+

1. The subscription is monthly, with no minimum term, and can be cancelled at any time from the Agency space, free of charge.
2. Cancellation takes effect at the end of the month already paid; you keep the features until that date. The month started is not refunded pro rata.
3. Exceptions: if we terminate through no fault of yours, if you cancel following a change to the terms or a price change, or if a paid feature is unavailable for more than 3 consecutive days through our fault, we refund the unused part pro rata.

Featured listing

1. A Featured listing that has not yet started can be cancelled from the Agency space and is refunded in full.
2. Once started, it is not refundable, even if the listing is rented, sold or withdrawn by you before the end of the 14 days.
3. If the Featured listing was not shown through our fault (outage, error on our side), we extend it by the time lost or refund it pro rata, as you choose.
4. If we remove the listing because it breaches our terms or our moderation rules, no refund is due. If you successfully challenge this removal, we extend or refund the time lost.

Billing error

An amount charged in error (double payment, wrong price, plan not ordered) is refunded in full. Report it within 60 days of the invoice.

Credit note and time frame

1. An issued invoice is never changed. Each refund is documented by a credit note, available as a PDF in the Agency space.
2. We refund to the means of payment used (card, TWINT or bank account for a transfer) within 10 working days of our approval. Depending on the bank, the amount then appears in your account within 5 to 10 working days.
3. Refunds are made in Swiss francs, for the amount paid, including VAT if any was charged. We keep no processing fee.

Disputed payment

Before disputing a payment with your bank or card issuer, write to us: we settle most cases within a few days. During a dispute, we may suspend the paid features concerned; your listings stay online in the Base plan.

Contact

For a refund request: contact@nivoza.ch, subject "Refund", with the invoice number. We reply as a rule within 5 working days. If we refuse, we tell you why.