Refund Policy

Marta is a service, not a physical product — there is nothing to ship back. This page explains when you’re entitled to a refund and how to request one. It’s a summary of the fuller terms in Sections 6–8 of our Terms of Service; where the two differ, the Terms govern.

Contact: support@callmarta.com

1. Right of withdrawal (consumers in the EU / EEA)

If you’re a consumer resident in the EU or EEA, you have the right to withdraw from your purchase within 14 days without giving a reason.

Because our service is time-critical, when you place an order we ask you to expressly request that we begin immediately. If you do:

• you can still withdraw within 14 days, but you pay for the part of the service already performed, in proportion to the Results already delivered;
• once the service has been fully performed — once every Result you paid for has been delivered — the right of withdrawal is lost.

To withdraw, email support@callmarta.com with a clear statement to that effect. We refund within 14 days of being notified, using the same payment method you used to pay.

2. No Results, no charge (Focus and Full Hunt)

You pay for Results: a listing where we reached a human and came back with a definite answer — a viewing booked, a slot at an open house, the property already gone, your profile turned down, or terms that no longer match the advert. A listing nobody ever answers costs you nothing.

If you don’t have a single Result by the end of the next business day after your payment, email us and we refund your payment in full. No time limit on the claim, and you keep every recording, transcript and status from the calls we made in the meantime.

We also aim to deliver your first report — whether we reached the landlord, what they said, and whether a viewing was arranged — within 24 hours of receiving your listings and the information we need from you. If we miss that and you’d rather not wait, the same refund applies.

The guarantee covers our side of the work. It doesn’t guarantee that a viewing gets arranged, or that a landlord answers, responds, or accepts you — those depend on people we don’t control. It doesn’t apply where the delay is caused by information you haven’t given us, listings that turn out to be unusable (expired, duplicated, no contactable number), or a request outside the plan’s scope.

3. Concierge

Concierge is scoped with you individually, so a fixed delivery window doesn’t apply the same way. It’s covered by the general case-by-case policy in Section 4 below.

4. Refunds outside the guarantee

Beyond Sections 1 and 2, we handle refund requests case by case:

• We refund where the service failed on our side — calls not made, a report not delivered, an appointment marked as booked that we never actually arranged.
• We don’t refund where the service was delivered as described and the market simply didn’t go your way — a landlord who didn’t reply, a flat that got rented to someone else, requirements you didn’t meet. That’s the nature of a competitive rental market, not a failure of the service.

5. How to request a refund

Email support@callmarta.com with your order details and the reason. We aim to respond within 5 working days. Approved refunds are issued to the original payment method, usually within 14 days.

6. No subscriptions to cancel

Every plan is a one-time purchase, not a subscription — nothing renews automatically, so there’s no recurring charge to cancel. Results don’t expire either: they stay on your account until they’re used, however long the search takes.