Payments, Cancellations & Non-Refundable Fees Policy

This policy is issued by Substrat Limited and applies to Substrat service fees, including membership, listing, brokerage and other professional charges.

Payments for services that have already commenced or been completed are non-refundable. Listing, professional service, mandate, facilitation, advertising and membership fees are generally non-refundable once the relevant service has commenced or access to the relevant benefits has been provided.

Membership may be discontinued by not renewing; paid access continues until the end of the confirmed period. Brokerage fees, retainers and other charges governed by a signed written agreement follow that agreement's cancellation terms.

Where Substrat has not yet commenced a paid service, you may request cancellation by emailing info@substratasset.com with your payment reference. Such requests are reviewed on their merits, and any refund or credit is at Substrat's reasonable discretion. There is no automatic refund period or guarantee.

If you pay twice, pay an incorrect amount or are charged in error, contact us at info@substratasset.com with your payment reference. After confirming the error we will return the excess or erroneous amount.

Third-party professional costs follow the relevant professional's terms, and deposits or asset purchase prices follow the documented transaction and settlement arrangements; they are not Substrat fees.

Any statutory consumer rights that cannot lawfully be excluded, including under the Federal Competition and Consumer Protection Act 2018, remain unaffected by this policy. To raise a concern, email info@substratasset.com.