Listing fees are non-refundable once the listing is published. Buyer Protection fees are refundable if the dispute is upheld. Buyer fees on classified sales are refundable up to 14 days after sale completion in limited cases.
Listing Fee Refund Policy
Cyclesite listing fees pay for a bike to be advertised, the listing appearing in search, being manually reviewed, and running for the full package duration. Because the advertising is delivered the moment the listing goes live, the fee is non-refundable except in specific circumstances.
When Listing Fees Are Refunded
- Technical fault prevents publishing. A Cyclesite error stops your listing from going live, payment processed but listing not created, server failure during submission, image-upload failure that persists across retries. Full refund.
- Duplicate charges. You were charged twice for the same listing. Full refund of the duplicate.
- Unpublished cooling-off window. If the listing has not yet gone live (for example, because you are still completing the publication flow) and you cancel within 24 hours of the payment, the fee is refundable in full.
When Listing Fees Are Not Refunded
- Bike does not sell. The listing ran its full duration and no buyer committed. You paid for the advertising, not the outcome, you can edit or relist at a reduced rate.
- Change of mind. You decided not to sell.
- Bike sold elsewhere. Pull down the Cyclesite listing so no buyer tries to purchase it, but the fee stays paid.
- Policy breach removal. Listings removed for terms-of-service breaches (misleading descriptions, stolen bikes, off-platform payment requests, prohibited items) forfeit the fee.
Optional Add-ons and Boosts
Boosts and promotions purchased on top of a listing (homepage feature, social promotion, urgent-sale badge) follow the same rules as the base listing fee. Unused boost time is not refunded if the bike sells early, the boost has already served its purpose by reaching more buyers.
Buyer Protection and Shipping Refunds
This policy covers seller-side fees only. If you are a buyer looking at a cancellation or a faulty bike, see [How Buyer Protection works](/help/buying/buyer-protection), the buyer-side refund flow is different and more generous, with full refunds during the 48-hour inspection window if the bike is not as described.
How to Request a Refund
Email support@cyclesite.co.uk with:
- Your Cyclesite account email.
- The Stripe receipt reference or the last four digits of the card used.
- A short description of what went wrong.
Eligible refunds are processed within 3 to 5 working days and take a further 5 to 10 working days to appear on your card statement, depending on your bank. If we need more information, we email you directly.
Stripe Processing Fees
Stripe's payment-processing fee is non-refundable under Stripe's own terms. This is usually immaterial on an individual listing fee and Cyclesite absorbs it on our side, so you receive the full amount back on an eligible refund.
Frequently asked questions
Can I get my listing fee refunded if my bike does not sell?
No. Listing fees pay for the advertising, the listing running for its full package duration, being seen in search, and being manually reviewed. We cannot refund the fee whether the bike sells or not. You can edit the price and photos at any time, and relist at a reduced rate when the listing expires.
Can I get a refund if I sell the bike elsewhere?
Not normally. The listing fee is for the advertising, which you received. If you sell elsewhere, pull down the live Cyclesite listing so another buyer does not try to purchase it. If the listing has been live less than 24 hours and has not yet been indexed by search, contact support, we review case by case.
What if there is a technical fault and my listing never goes live?
Full refund. If a Cyclesite technical fault prevents your listing from publishing, server error, image-upload failure that persists, payment processed but listing not created, email support with your order reference and we refund in full within 3 to 5 working days.
I was charged twice by accident, can I get a refund?
Yes. Duplicate charges are refunded in full. Email support@cyclesite.co.uk with the two Stripe receipts or your card statement showing both charges and we process the refund within 3 to 5 working days.
What happens if Cyclesite removes my listing for a policy breach?
No refund. Listings removed for terms-of-service breaches, misleading descriptions, prohibited items, stolen bikes, off-platform payment requests, forfeit the fee. You are notified of the reason and can appeal if you believe the removal was incorrect.