Understand what happens before confirmation, after a placement is assigned, and when a payment or service issue needs review.
Before a booking is confirmed
Saving an unpaid request takes no money and does not reserve inventory. If you no longer want an unpaid request, contact support with its order ID to cancel it. A logged-in advertiser can edit its creative or URL while it is pending. Do not make a separate payment unless the amount and method have been confirmed by UrbenLife.
Change-of-mind cancellations
After verified payment and confirmed assignment of advertising boxes and dates, a booking is non-refundable for a later change of mind, dissatisfaction with traffic or enquiries, or a decision not to use the space. Your image or URL can be changed through the dashboard subject to approval, without extending the booked period. This rule applies to the terms accepted for the booking and does not remove mandatory remedies.
Service failure or incorrect charges
Contact support if UrbenLife cannot supply the confirmed placement, a service materially differs from what was confirmed, or you identify a duplicate or incorrect charge. We review records and may offer a corrected service, mutually accepted alternative or refund as appropriate. We do not deny a remedy required by applicable consumer law. Do not treat a lack of advertising results alone as a failed placement.
Review delays and fixed dates
Allow up to 3 days for artwork review after payment confirmation. For short campaigns, arrange approval before the selected start date. If our review delay prevents delivery, contact support for an available reschedule or refund review under this policy. Booked dates remain fixed and do not automatically shift with approval. Where a delay attributable to UrbenLife prevents delivery of the agreed placement, contact support to review a remedy; a fixed end date does not waive applicable rights. No future date is assigned solely by a browser selection.
Rejected or removed content
Administrators may request changes, suspend unsuitable content or remove a placement with feedback. When an advertiser can correct a genuine issue, resubmit promptly from the dashboard. Removal does not automatically refund a paid order. Refund eligibility depends on the reason, the confirmed service, the terms accepted and applicable law; a blanket denial does not apply to every rejection.
Posting memberships and featured plans
A saved request for membership or featuring is unpaid until payment is confirmed. Activated access and promotions have the duration shown at purchase; no automatic renewal is applied. For an accidental duplicate purchase, incorrect activation or undelivered eligible service, contact support for review. Merely marking a property sold or changing your plans does not automatically create a refund entitlement.
How to request a review
- Email support with the registered account email and order / transaction reference.
- Explain the requested correction, cancellation or refund and provide relevant evidence.
- Never send passwords, complete card details, OTPs or unrelated identity documents.
- We communicate the review decision and, if a refund is approved, the method and expected processing time. Processing depends on the payment provider and bank. No automated refund gateway is currently enabled.
Property transaction payments
This policy covers UrbenLife’s platform services. Property deposits, rents, brokerage or sale payments made to an advertiser are governed by your agreement with that party. UrbenLife does not currently collect or escrow those transaction amounts. Statutory consumer rights and lawful complaint routes are preserved.