Refund policy

1. What this policy covers

This policy covers two different things:

• Money you pay TreeBay — listing fees, Featured upgrades and tip-site fees. We are the seller, and sections 2 to 4 explain how to cancel and what you get back.
• Deals between users — anything you buy, hire, book or sell with another user. TreeBay is not part of those deals and doesn't hold the money, so we can't refund them. Section 5 explains your options.

2. Listing fees and Featured upgrades

The full rules are in section 4.5 of our Terms. In short:

• Listing fees (except job adverts) and Featured upgrades. If you're selling as a business, the fee isn't refundable once your listing is live or Featured. If you're selling as a private individual, you can cancel by the end of the 14th day after you pay, and we refund the fee less 1/30 of it for each day the listing was live (or Featured). We use 30 days only to work out that share. When we refund a listing fee, the listing comes off TreeBay; when we refund a Featured upgrade, the listing goes back to standard placement. Fees paid before 2 October 2026 keep the full 14-day refund.
• Job adverts and plan upgrades bought for a business aren't refundable once the advert is live. If you're posting as a private individual, you can cancel within 14 days of paying, and we refund the price less a share for the days it was live. Job adverts and upgrades paid for before 2 October 2026 keep the full 14-day refund.
• If something went wrong on our side — we took a payment but the listing wasn't published, or Featured wasn't applied — we refund the payment in full.
• If your payment wasn't needed — a listing fee that arrived after the listing was deleted, hidden by a moderator or already live (for example, because you paid the listing fee twice), or a Featured payment for a listing that was no longer live or was already Featured — we refund it in full automatically. You don't need to ask.
• If you raised the asking price while paying and the new price has a higher fee, the listing stays a draft and your dashboard asks only for the difference.
• To cancel, email hello@treebay.uk with a link to the listing, or send us the cancellation form.

Refunds go back to the card you paid with within 14 days of your cancellation, at no cost to you, and usually appear in 5–10 working days.

3. Tip-site registration

The first 500 tip sites list free for 12 months, so there's nothing to pay or refund for that year. A paid year (£19.99, paid up front, never renewed automatically) can be cancelled as follows:

• If you list as an individual: cancel within 14 days of paying and we refund the fee, less a share for the days your site was listed.
• If you list as a business: the fee isn't refundable once your site is listed.
• Either way: if we're at fault, or you paid twice by mistake, we refund in full. If we remove a paid site for a reason that isn't your fault, we refund the unused months.

Remove your site at any time from your dashboard. The full terms are in section 4.6 of our Terms.

4. Cancellation form

You don't have to use this form. If you want to, copy it into an email to hello@treebay.uk, or print it and post it to 20 Wenlock Road, London N1 7GU.

5. Deals between users

When you buy, hire, book or sell something with another user, the deal is between the two of you. TreeBay doesn't hold payments, offer buyer protection or decide disputes, so any refund has to come from the other person.

Your rights against the seller

• Buying goods from a business: under the Consumer Rights Act 2015, goods must be as described, of satisfactory quality and fit for purpose.
• Buying from a private individual: the item must match its description.
• Hiring a contractor as a consumer: a business providing a service must do it with reasonable care and skill.
• Jobs, courses, hire and property: these are agreed between you and the employer, training provider, hire company or landlord, on their terms.

Before you buy

• Inspect machinery in person. Check the hours, service history and serial numbers against the listing.
• Have second-hand climbing and safety equipment — harnesses, ropes, helmets, lanyards — inspected by a competent person before anyone uses it.

If a deal goes wrong

1. Message the other person through TreeBay and explain the problem.
2. If they misled you or broke our Terms, tell us at hello@treebay.uk with a link to the listing. We can remove their listings or suspend their account.
3. If you paid by card, your card provider may be able to help.
4. If you think you've been defrauded, report it to Report Fraud (England, Wales and Northern Ireland; 0300 123 2040) or Police Scotland on 101.
5. For free advice on your rights, contact Citizens Advice.

6. Disputing a payment with your bank

If you're unhappy with a payment you made to TreeBay, please contact us first — we can usually put it right faster than a bank dispute. You can still dispute a payment with your bank or card provider at any time, and we will answer it with our records.

7. Your legal rights

Nothing in this policy affects your rights under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or any other UK law. Where this policy and the law differ, the law applies.

More about your rights: Citizens Advice and GOV.UK consumer rights.

8. Contact

TreeBay is run by Treebay Trade Limited, trading as TreeBay (private limited company registered in England and Wales, company number 17498951), registered office 20 Wenlock Road, London N1 7GU.

For refunds, cancellations and questions about this policy, email hello@treebay.uk.

To complain about how we handled a refund or cancellation, see section 7b of our Terms. We don't use an alternative dispute resolution (ADR) scheme. If you're still unhappy after our reply, you can get free advice from Citizens Advice.