Frequently Asked Questions

At Purplebricks, we offer one package that includes everything you need to sell your home. You can see what our packages include on our packages page. If you choose, you can also add extra add-ons to boost your sale. And, when it comes time to pay your fee, you can choose to Pay Upfront or Pay Later. It really is your choice.

We offer a comprehensive service including professional advice and support from a Local Property Expert who will visit your property and do everything to get your property live to the market. We offer a range of comprehensive lettings packages. Click here to find our more.

If your property’s on the market longer than expected, we can help. We’ll get in touch to review your options, starting with a full marketing review of your home every 28 days. We’ll look at everything – your previous viewings and feedback, ways to boost your viewings, and we’ll re-evaluate the local market, including details of what’s selling in the area.  

Should your property be on the market longer than expected, we will help you review your options and conduct a full marketing review of your property every 28 days. We look at everything such as all of your previous viewings and feedback, ways to boost your viewings and we will re-evaluate the local market including details of what is letting in the area. You will not be liable for any fees.

We’re here to help you achieve the best possible price. That’s why, as a part of your selling package, we’ll help with negotiations once the offers start rolling in.

And don’t forget, your online account is built to generate interest from buyers and create competition when it comes to price. We judge our success based on achieving the top price for our customers in a transparent way. 

Yes, you can still use Purplebricks. You can choose to instruct us straight away and set the date for your marketing to start as the day your current agreement comes to an end. You could also instruct us as an additional agent, subject to the terms of your existing agency agreement.

No. We will not share any of your personal details and they will not be visible to the other party when you are communicating through “my purplebricks.com”. We do however provide your name and contact number to the opposing party when a viewing is arranged, just in case you need to communicate on the day, before the viewing takes place (unless you are selling/letting and have chosen Purplebricks to take care of your viewings. In these instances, we provide the name and number of the local agent).

You can view our Service Agreement by clicking here. The agreement with Purplebricks is not all about us, but what we offer and what we promise to do.

We are proud of our reviews — we always want to hear our customers thoughts. That means the good, the bad, and the ugly — that’s what helps us grow. We check all of our reviews to ensure they are from genuine customers and will follow Trustpilot’s procedures where we find any fake review, which is not from a genuine customer who has experienced our service.

Great question! Our guide explains how Purplebricks works.

You can arrange a valuation with one of our local agents on our website. Simply enter your property address, select a date and time, provide your contact details and we'll be in touch. Book a house valuation.

Registering with Purplebricks only takes a few minutes. Click here to start the process. You will be asked to enter some basic information about yourself (including your title, name, address, e-mail address and contact numbers) and also if you are looking to sell, let, buy or rent a property. You can then set-up a password and you are ready to go! Just to confirm, there is no charge at all to register, and we will never spam you.

We offer two options when it comes to paying your fees:

• Pay Upfront:

  Pay your package in full on the day you instruct us.

• Pay Later:

  Your fee is due 10 months after you instruct us, whether or not your property has sold. The 10 months runs from the day you instruct Purplebricks.

You can also use Klarna to spread the cost of any immediate payments. Not sure which option is right for you? Your local agent can answer any questions you might have.

The information you provide to make a purchase will not be stored by us. This information will be stored by Barclaycard (our payment provider) and only when you take advantage of a further product or service will you get the choice to use the same card details. We will then securely obtain this information back from Barclaycard.

You can review your advert in just a few clicks. Simply press the “Review advert” button. Then you can click through your ad and make sure everything looks right.  

If you are selling a property then the Purplebricks for sale board is included in the price (including the delivery and erection of the board). If you require a replacement board or would like one for your rental property, the cost is £60 plus VAT.

Your fee is due 10 months after you instruct us, whether or not your property has sold.

The 10 months runs from the day you instruct Purplebricks.

You will need to pay in full straight away if:

• your sale completes

• you take your property off the market

• you switch to TAUK and then take your property off the market with them

• you agree a sale and then do not use the conveyancer we nominate

Taking a break from marketing does not pause the 10 months. The clock keeps running while your property is off the market.

You can defer:

• your agent fee (the Product Service Fee

• Assisted Viewings, if you choose them

• a Home Report, if your property is in Scotland and you arrange it through us

• An EPC report, if you arrange it through us

Everything else you select is payable when you instruct us, in the normal way. We will show you exactly what you are buying and what it costs before you instruct us, and again as part of the instruction process.

Two ways, depending on what happens first.

If your property sells, your conveyancer pays us directly out of your sale proceeds on the day your sale completes. You do not need to arrange anything, you authorise this when you choose Pay Later.

In every other case, we. or our payment provider, collect the amount automatically from the card or bank details you gave us when you instructed us, on the 10-month date and the other situations listed in question 1.

Because collection is automatic, please keep your details up to date, tell us straight away if they change, and make sure the money is available on the day. If your conveyancer pays us on completion, we will not also take it from your bank account.

You still owe the full amount. Pay Later defers when you pay. It does not make your fee conditional on us finding your buyer.

Take your property off the market — the full amount becomes due immediately.

Instruct another agent alongside us — nothing in your agreement with us stops you, but you will lose your right to claim a refund, because the refund guarantee requires you to market exclusively with Purplebricks.

Another agent sells your property — you owe us in full when the sale completes, and you may owe them a fee as well.

You find your own buyer — you owe us in full when the sale completes, and you still need to use the conveyancer we nominate.

If you are thinking about any of these, speak to us first. Some of them cost you more than others.

Because the two run on different timescales.

Pay Later gives you up to 10 months from the day you instruct us before your fee is due. The refund guarantee needs your property to have been on the market with us for at least 12 months before you can claim, and there are further conditions you have to meet as well.

So there is always a gap of at least two months between paying and being able to claim — longer if there was any delay getting your property live. Plan to pay at 10 months and claim afterwards if your property still has not sold.

Holding back payment is not an alternative to claiming. It would put you in breach of your agreement, and we may charge interest, refer the amount to a debt recovery provider and recover the costs of collecting it.

If you choose the Purplebricks Guarantee and your property hasn’t sold after 12 months, you can claim a refund of your Purplebricks selling fee, subject to the terms of the Refund Guarantee.

To qualify, you’ll need to have:

• Marketed exclusively with Purplebricks for at least 12 months.

• Marketed at or below the Purplebricks Agent’s Valuation for the final 3 months.

• Allowed reasonable access for viewings.

• Not unreasonably refused an offer at or above your asking price.

• Cooperated reasonably with our advice and the sale process.

• No sale agreed, outstanding viewings or offers when you make your claim.

We’ll refund your Purplebricks selling fee, less the Administration Charge.

Additional services, including Assisted Viewings and a Home Report, are not refundable, even if you chose Pay Later.

Submit a claim after your property has been on the market for at least 12 months. Once we’ve confirmed you qualify, you’ll need to withdraw your property from the market.

We’ll then pay your refund within 14 days, less the Administration Charge.

If you put your property back on the market with Purplebricks after receiving a refund, it will be treated as a new instruction and a new fee will apply.

If you sell within 12 months of receiving your refund to a buyer who was previously introduced to your property through Purplebricks, you’ll need to repay the refund in full.

Have a question that is not here? Your Purplebricks Agent or Assistant can talk you through anything above, and the full terms are in your Purplebricks Service Agreement.

Yes. All you need to do is select an alternative date and time in the live diary and this will either be confirmed immediately as an instant booking or be subject to approval by the opposing party.

You will be able to see everything with a click — that’s what sets us apart. You can see the second a viewing is booked, feedback provided/requested, or an offer made. We will automatically seek feedback from anyone who has viewed your property. You will be the first person to receive the feedback and advice in terms of what it means for your marketing.

With offers, you can accept or reject them, or pass them to us to deal with at no extra cost (if you are the seller or landlord). It’s just a better way to buy, sell, and rent homes.

Conducting your own viewings is a great way to sell your home. You can answer any questions directly, and share what makes your house a home.

It’s also important you know how to stay safe and conduct viewings in a way you are comfortable with. This is exactly the same as when inviting anybody into your home, such as a tradesperson.

You should note we do not conduct background or identity checks on viewers - we only conduct identity checks (for the purpose of anti-money laundering regulation) at the point you have accepted an offer.

Here are a few tips to stay safe and avoid disappointment:

• Engage in some communication with the viewer through the Online Platform before they come to your property.

• Use this communication to understand their situation and how ready they are to buy.

• Also use this communication to understand any expectations of the visit, and to set any “ground rules”. For example, let them know if you need to finish by a certain time, or don’t want them to take photos or videos.

• If you are at all uncomfortable, or don’t think the buyer is credible, remember: there is no obligation to accept a viewing request or conduct a viewing.

• It is your responsibility to ensure that the property is ready and prepared for the viewing, and in a safe condition.

• Don’t let anyone in your home if you don’t have a booked viewing with them.

• Let a family member or friend know you have a viewing. You can arrange to message them at a set time to let them know it has taken place successfully. If you haven’t messaged, they can follow up with you or the authorities to make sure all is well.

• Or you can schedule the viewing for a time when a family member or friend can be there with you.

• Secure your valuables and medications beforehand, so you have peace of mind they won’t be touched.

• Have a plan (“If this happens, I’ll do this, then this…”), including how you can get out if you need to.

• Let the viewer walk ahead of you, to maintain visual contact.

• Call for help if you feel unsafe. Only the emergency services are in a position to respond to an emergency quickly.

If there is anything you think we should know about a viewer, including to report any inappropriate behaviour, please tell your Account Manager.