Refunds and withdrawal

Your 14-day right, and why buying a lot gives it up

Buying online normally gives an EU consumer 14 days to change their mind. For digital content that is delivered straight away there is an exception: the right is lost once supply has begun, if you asked for that before it began and acknowledged that asking would cost you the right.

Bidhaven publishes your building the moment the payment clears. So the box you tick next to the buy control says:

I agree to the Bidhaven terms of sale and privacy notice. I ask for my lot to be published immediately, and I acknowledge that once it is published I lose my 14-day right to withdraw from this purchase.

You cannot buy without ticking it. The date and time you ticked it, and the policy version you were shown, are stored on your order. Once your building is up, the 14-day withdrawal right no longer applies.

Refunds Bidhaven issues on its own, without being asked

Bidhaven holds a lot for 15 minutes while you pay, but Stripe’s payment page stays open for 30. If you pay after your hold lapsed and the lot went to a buyer who finished first, your payment buys nothing — one building is never sold twice. When that happens the order is marked failed and the full amount is refunded automatically, without you asking. You will see it on the page you land on after paying, and the money reaches your bank in a few days.

A takeover bid is also refunded automatically and in full when a higher bid replaces it or the current owner pays to defend. A stale challenge or defence payment that can no longer affect the building is refunded too. A purchase, successful defence or completed transfer can be challenged immediately, but ownership never changes before a paid bid survives its full 24-hour window.

Refunds you can ask for

• Ask Bidhaven. Write to the address on the contact page. If the building never appeared, or it is wrong in a way that cannot be fixed, you will get your money back.
• Ask Stripe. Because Stripe is the merchant of record for this sale, you can also raise it with Link support directly. Stripe can refund a Bidhaven sale within 60 days of the purchase in some cases, and it does not need Bidhaven’s agreement to do so.

Refunds go back to the card or wallet you paid with. Bidhaven cannot send a refund anywhere else. When a refund is issued the tax you paid is refunded with it.

What is not refundable

• A lot whose building went up as you asked, because you changed your mind about wanting it. That is what the acknowledgement above gives up.
• A listing removed for breaking the content rules in the terms of sale.
• A displaced owner’s original purchase. If a paid takeover bid survives its 24-hour window, the old owner loses that building and receives no refund. Their company page and slug remain, and they may buy another lot.
• A winning takeover bid, once the building changes hands. The transfer is final and the winning payment is not refundable merely because the new owner changes their mind.

If something goes wrong with a payment

Payment problems — a charge you do not recognise, a card dispute, a receipt you need — go to Stripe, because Stripe took the payment. Problems with the building itself — a wrong logo, a lot that never appeared — go to Bidhaven. Either of us may pass a message to the other.

TODO(owner): EU rules on distance selling usually expect a model withdrawal form to be supplied even where the right is waived at the point of sale. Whether one is needed here is a question for a lawyer.

Last updated 2026-08-24 · policy version 2026-08-24.1, which is the version recorded against every order placed while this page was live.