1. What You Are Buying
Auction Ace sells auction credits. One credit lets you run one standard auction. Credits are digital content — they are made available to your account immediately after payment and are not physical goods.
Your first auction credit is free on sign-up. Demo auctions are always free and never consume a credit, so you can test the product fully before paying anything.
2. Your 14-Day Right to Cancel (EU / EEA Consumers)
If you are a consumer resident in the European Union or European Economic Area, you normally have 14 days to withdraw from a purchase of digital content without giving a reason.
Because credits are supplied immediately, we ask you at checkout to confirm that you want immediate access and to acknowledge that you lose the right to cancel once the credits have been supplied. This is required by Article 16(m) of the Consumer Rights Directive.
If you gave that confirmation: your right to cancel ends once the credits reach your account. You may still be entitled to a refund under sections 3 and 4 below.
If you did not give that confirmation: you keep the full 14-day right to cancel. Email us within 14 days of purchase and we will refund you in full.
Either way, any credit you have not yet used will be refunded on request within 14 days of purchase. We would rather return money for something you did not use than keep it.
3. When We Will Refund You
We will refund a purchase in the following circumstances:
- Unused credits — requested within 14 days of purchase, for any reason.
- Duplicate or accidental payment — where you were charged more than once for the same thing.
- The service did not work — where a fault on our side prevented you from running your auction and we could not fix it in reasonable time. This applies whether or not the credit was consumed.
- You were charged after closing your account, or charged an amount you did not authorise.
- We terminate your access for a reason other than your breach of our Terms — we will refund any credits you have not used.
Under the Consumer Rights Act 2022, if the service is not as described, not fit for purpose, or not of satisfactory quality, you are entitled to a repair, a price reduction, or a refund. This policy does not limit those rights.
4. When We May Decline
We may decline a refund where:
- The credit was used to run a complete auction, more than 14 days have passed, and the service worked as described.
- The request relates to how your tournament turned out rather than to the software — for example a disagreement between participants, or a result you did not want.
- The credit was obtained through a 100% discount coupon, in which case no payment was taken and there is nothing to refund.
- We have evidence of fraudulent use or abuse of the refund process.
If we decline, we will tell you why. You can ask us to look again, and you retain every right described in section 6.
5. How to Request a Refund
Email info@auction-ace.com with the subject line "Refund Request", including the email address on your account and the approximate date of purchase. You do not need to use a particular form of words.
We will acknowledge your request within 3 business days and decide within 14 days. Approved refunds go back to your original payment method, and typically appear within 5–10 business days depending on your bank. We do not charge a fee for processing a refund.
6. Purchases Made in the Mobile Apps
If you bought credits as an in-app purchase through the Apple App Store or Google Play, those stores process the payment and handle refunds under their own policies — we cannot issue the refund directly.
- Apple: request a refund at reportaproblem.apple.com
- Google Play: request a refund through Google Play's order history or support
Contact us anyway if you run into difficulty — we will support your request with the store where we can.
7. If You Are Not Happy With Our Decision
Nothing in this policy affects your statutory rights. If you are a consumer and we cannot resolve matters between us, you may:
- Contact the Competition and Consumer Protection Commission (Ireland) at ccpc.ie, or the equivalent consumer authority in your country.
- Use the European Commission's Online Dispute Resolution platform.
- Bring proceedings in the courts of the country in which you live, as described in our Terms of Service.
8. Contact
This service is operated by AuctionAce. Questions about this policy? Email info@auction-ace.com.