Payments and refunds

How much is a report, and how does payment work?

A single Biedbril report currently costs €20 including VAT, paid once. It does not start a subscription. Check the current pricing page and the total shown in your order. Unlock a report 1. Open the correct property and choose Unlock report or Unlock the full report. 2. Review the address, total, contact details and purchase information. 3. Read the delivery choice presented in the order step and make that choice yourself. 4. Continue to the secure payment page and follow its instructions. Mollie processes payments. Choose from the methods offered at checkout; the website includes iDEAL among its payment information. Availability can vary. Access opens after payment is confirmed and the report content is ready. Paying for another person’s report If the checkout offers this through a shared report, your payment is for that report. The original owner still manages it; paying does not automatically add it to your own account. Check which email address will receive the confirmation. Already paid? Do not make a second payment to fix an access problem. Follow paid but still locked, or read about payment statuses.

My payment is pending, failed, cancelled or expired

Closing checkout or returning to the report does not, by itself, prove whether payment completed. Confirmed payment status controls access. Pending or still open Allow the original payment to complete. Reopen the original report and check your order confirmation and bank. If bank transfer is offered, processing may take longer; use the amount, payment reference and instructions belonging to that order. Failed, cancelled or expired First check whether money was nevertheless taken. A report stays locked without a confirmed payment. Use the offered checkout again only when the earlier payment clearly did not complete. A message saying another payment is in progress, or asking you to wait, is not a reason to start several more attempts. Charged without confirmation Do not pay again. Send support the order reference, amount, approximate time and displayed status. If needed, provide a limited payment screenshot with balances and unrelated transactions hidden. If you withdrew from the order while money was still on its way, mention that too. See paid without access and withdrawing from a purchase.

I paid, but my report is still locked

Payment confirmation and the browser redirect are separate. The confirmed payment—not merely landing back on the website—unlocks the report. Start with these checks 1. Reopen the original property through My reports, or use the original share link. 2. Check the account, address and suffix. A second check for the same street address may be a separate report. 3. Refresh once after the payment has been confirmed. 4. Read the status: is analysis still running, is payment pending, or is the full report genuinely locked? A paid report still being prepared is different from a payment-access failure. For a progress problem, see a delayed report. Still locked? Do not pay again. Contact support with the order reference, date, amount, account email and property address. Mention if another person paid through the shared report. Do not send passwords or complete bank statements. We can investigate both payment and access. A report that fails to load after payment is also covered by the published commercial guarantee.

Where is my receipt, order reference or confirmation?

We email a payment receipt to the address used for the purchase. Its order reference helps support locate the payment. Where to look 1. Search your email for Biedbril, including Spam, Promotions and automatically sorted folders. 2. If you are signed in, open Payments and purchases for the available order confirmations. 3. If you paid through someone’s shared report, check the email entered as payer. It may differ from the report owner’s account address. Wrong email or incomplete confirmation link After payment is confirmed, an order-confirmation page may offer a one-time correction of the recipient email. Use it if the option is shown. If it is unavailable, already used or the link will not open, contact support. Include the order reference if you have it; you can still ask for help without one. Need a business document? Ask support what document is available for your purchase and provide the business details required. Do not assume that a self-service editable invoice exists or that an issued document will update automatically. If the report is also inaccessible, follow paid but still locked.

How do I request a refund for a single report?

Biedbril offers a commercial guarantee in addition to your statutory rights for a single report. If it was not what you needed, or the full report did not load after payment, request a refund within 14 days of payment and we will refund the full amount, including after delivery. Make the request - Email [email protected], or use the withdrawal form. - Include the purchase email, property address, payment date and order reference if available. If you have no reference, explain which purchase you mean. - Clearly state that you are asking for a refund. Reporting a technical issue or asking for help alone may mean something different. Refunds are handled manually, usually within 5 working days. Your payment method’s processing can take additional time; see refund status and report access. Your statutory rights are separate This guarantee does not replace rights relating to non-delivery or digital content that does not meet the agreement. You can still report a problem outside the guarantee period. For a purchase other than a single report, ask about the terms applying to that purchase. Read the terms and how withdrawal differs.

How do I withdraw from a purchase, including if the form is unavailable?

Consumers generally have a 14-day withdrawal period following an order. The terms and order confirmation explain the relevant information for digital content and other circumstances. The statutory consumer withdrawal right does not apply to business purchases. Use the withdrawal form 1. Open Withdraw from contract here. No sign-in is needed. 2. Enter your name, email and purchase type. Add an address or order reference if available; the order-reference field is optional. 3. Continue, review the declaration and confirm it in the second step. 4. Keep the acknowledgement and the time you sent the request. We confirm receipt of the withdrawal by email. If the form fails or you have no reference You can also make a clear withdrawal declaration by emailing [email protected], through our published chat or WhatsApp, or by post using the address in the terms. The terms recognise these channels equally. Do not wait for a website repair when a deadline is approaching; keep a record of what you sent. Opening a report does not exclude the commercial refund guarantee. If you are unsure which right or deadline applies, send the request and ask us to assess it.

I am waiting for a refund. What happens to report access?

Acknowledging your request does not mean the money has already been returned. Refunds are handled manually. Timing The commercial guarantee is usually handled within 5 working days. For a valid withdrawal, the terms provide for repayment within 14 days of receiving it, using the original payment method unless you expressly agree otherwise, without a fee to you. Your bank or payment method may need time to display the processing. If the money has not appeared Find the confirmation email and check the original payment method. Preferably reply in the same support conversation with the order reference and request date. If another person paid, that payer should check their original payment method. Access after a full refund A refunded report may be locked again, including for readers using its share link. An earlier PDF download is not remotely removed from your device. Do not assume that online access will continue after a refund. If access unexpectedly disappears without an understood refund, contact support before paying again. See also requesting a single-report refund.

Using Biedbril as an estate agent, adviser or team

The pricing page invites offices and advisers to enquire about professional use. The public single-report price is not automatically an agreement covering a whole team. Tell us what you need - Approximate property-check volume. - How many colleagues need access, and for what tasks. - Whether you intend to share reports with clients. - The payment or accounting documents you require. - Any workflow or integration you want to discuss. Confirm what is actually available and agree the price, term, quantities, access and any renewal conditions before accepting. Do not assume unlimited reports, automatic credits, a public API or a particular team rate without an agreement. Avoid sharing one personal password among colleagues; discuss suitable account arrangements with us. Professional use does not turn the report into a building inspection, valuation or legal opinion. Business purchases and statutory consumer rights are different, so check the terms of your particular purchase. Contact support to discuss professional use.