ASAuctionXray

Legal

Refund Policy

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Two simple rules. If we cannot produce your report because the county records website is down, 100% of your credit is returned automatically — no request needed. Once a report has been delivered, the service is complete and the purchase is final, except where the law requires otherwise. Refunds, when approved, are processed by Paddle to your original payment method.

1. Automatic refund when the county website is down (Total Confidence Guarantee)

Every Report depends on retrieving documents from the county’s official records website. Government websites go offline for maintenance or fail without notice. If that happens while we are producing your Report and our system cannot retrieve the records it needs, we do not deliver a partial or guessed Report. Instead:

  • the order is marked as failed and shown as “Refunded” on your order page;
  • 100% of the credit used for that order is returned to your account automatically, within seconds, without you having to ask;
  • you can use the restored credit on the same property later, once the county website is back, or on any other property.

The same automatic credit refund applies if our processing service is unavailable at the moment you place the order: the credit is returned immediately and no Report is started.

If you would prefer a refund to your original payment method instead of the restored credit, email us within 14 days of the failed order (see Section 5) and we will ask Paddle to refund the price you paid for that credit.

2. Delivered reports are final

A Report is digital content produced on demand. Once your order reaches the “Completed” status and the PDF is available for download, the service has been fully performed and the credit has been used. Because the Report is delivered immediately and cannot be returned, purchases of delivered Reports are not refundable, except where applicable consumer-protection law gives you a right to a refund that cannot be waived. By placing an order you expressly request immediate performance and acknowledge that you lose any statutory right of withdrawal once delivery begins.

In particular, the following are not grounds for a refund:

  • the Report lists fewer, more or different recorded instruments than you expected — it compiles what the public indexes searched contain;
  • a lien, encumbrance or defect later turns out to exist that was not in the indexes searched (see the Disclaimer in our Terms and Conditions);
  • the auction was cancelled, postponed or redeemed, or you decided not to bid or were outbid;
  • you ordered the wrong address or Parcel ID — please check the free preview before buying;
  • the Report was delivered from our 72-hour cache instead of a fresh search; the compilation is the same.

3. Unused credits, packs and subscriptions

Credits from one-time purchases (single report, 5-report pack, first-report price) do not expire while your account is active. Unused credits are not refundable, except where the law requires otherwise or if we discontinue the service, in which case we refund unused paid credits.

You may cancel the Pro subscription at any time from the link in your Paddle receipt or by email. Cancellation stops future renewals; you keep the credits already granted for the current period. A renewal charge is not refundable once its credits have been granted, except where the law requires otherwise. If you were charged for a renewal you did not intend to keep and have not used any of its credits, contact us within 14 days of the charge and we will refund it.

4. Duplicate charges and payment problems

If you were charged twice for the same purchase, were charged but did not receive your credits within a few minutes, or see a charge from Paddle for our service that you do not recognise, email us with the Paddle receipt or transaction ID. We will correct your credit balance or refund the duplicate charge in full. Please contact us before opening a dispute with your bank: a chargeback on a Report that was delivered may lead to the suspension of the account until the matter is resolved.

5. How to request a refund

  1. Email support@auctionxray.com from the address registered on your account.
  2. Include the Order ID shown on your order page, or the Paddle transaction ID or receipt number, and a short description of the problem.
  3. We review requests within 3 business days and reply by email.
  4. Approved refunds are issued by Paddle, our Merchant of Record, to the original payment method. Paddle usually processes them within a few business days; your bank or card issuer may take a further 5 to 10 business days to show the credit.

For payment questions you may also contact Paddle directly at paddle.net.

6. Your statutory rights

Nothing in this policy limits rights you have under applicable consumer-protection law that cannot be waived by contract; where such law entitles you to a refund, we will honour it. This policy forms part of our Terms and Conditions and is governed by the laws of the State of Florida.

7. Contact

AuctionXray — email: support@auctionxray.com.