Add-on service packages are optional paid services that allow you to enhance or highlight an advert. Book them only through the designated area of suchen.expert and check all the information displayed before making a payment.
Select an add-on service package in your own account
Open your own advert or the designated area of your user account and select the add-on service package you want there. Start the order only through suchen.expert’s official process.
Add-on service packages are offered by suchen.expert. Therefore, never pay in response to a payment request in a user message and do not use external payment links sent to you by another user.
If you are unexpectedly redirected to an unfamiliar page, cancel the process. Then open your account or advert again via the official website and start the booking from there.
Check the package, price and term
Before placing the order, check which advert the package is intended for and which specific add-on service it includes.
Check the name and scope of the package, the total price, the VAT included, the start and duration of the service and the payment terms displayed. Also check whether a one-off booking, a renewal or a different term is shown.
Rely solely on the information in the current order process. Do not assume that it will renew automatically or that its term is strictly one-off unless this is expressly stated.
In accordance with the General Terms of Service, prices are stated in euros and include the applicable statutory VAT. For international payments or currency conversions, your payment service provider may charge its own fees. Where applicable, check its pricing and exchange-rate information.
Choose an available payment method during the order process
The payment methods that are actually available are shown on the payment page before you complete the relevant booking. The options may depend on the specific order process and the payment service providers involved.
An overview and further information can be found in the article What payment methods are available to pay for add-on service packages?.
Payment processing may be handled by a payment service provider authorised by suchen.expert. Being redirected to that provider’s secure payment page may therefore be part of the standard process.
Check whether the web address displayed belongs to suchen.expert or to the payment service provider named during the order process. If in doubt, reopen the payment directly through your own account or advert.
Protect your payment and login details
Enter only the information requested in the official order or payment form. Never share your suchen.expert password with anyone else.
Do not provide users or purported support staff with your PIN, TAN, card security code or one-time confirmation and verification codes by message, telephone or email.
Your bank or payment service provider may require additional authentication as part of its own secure process. Confirm a payment only if the recipient, amount and transaction match the booking you intend to make. Reject any unknown or inconsistent authorisation requests.
Information about the processing of personal data and the use of service providers can be found in the Privacy Policy.
Submit the order only after reviewing the final summary
Immediately before placing the order and committing to payment, check the selected advert, package, scope of service, total price, term and chosen payment method again.
Correct any incorrect information before submitting the order. Place the paid order only by using the designated order function, after the final information has been displayed.
Cancel the process if the amount, package or payee differs from the booking you previously selected or if additional unexplained costs are displayed.
Check the confirmation, invoice and activation
After completing the payment, keep the digital confirmation and electronic invoice. In accordance with the General Terms of Service, invoices are provided electronically, for example as a PDF or by email.
Then check in your account or on the relevant advert whether the booking and the status of the add-on service are displayed correctly. Also check the payment status with your bank or the payment service provider you used.
A payment confirmation from the service provider and the visible activation of the package are two separate indicators. Both should correspond to the booking you intended to make.
Do not place a second order if problems occur
If a payment is shown as completed but the add-on service is not yet displayed correctly, do not immediately start another booking. Otherwise, you may unintentionally place a duplicate order.
First check the status in your account, your confirmation, your emails and the service provider’s payment overview. If the problem persists, use the contact form.
Provide only the details required to identify the booking: the advert ID, the name of the package, the booking date and approximate time, the amount displayed, any booking or transaction reference and a brief description of the problem.
Do not send passwords, PINs, TANs, full card details or authentication codes. Sensitive payment details should be entered only as part of your bank’s or the authorised payment service provider’s designated process.
Do not assume buyer protection applies in every case
A particular payment method does not automatically mean that every booking is covered by comprehensive buyer protection.
Whether a payment service provider offers a protection, chargeback or dispute process, and the requirements that apply to it, depend on its terms and the specific case. suchen.expert does not provide a general buyer protection guarantee for every payment.
Withdrawal, refunds and unrecognised payments
A refund is not issued automatically merely because a package is no longer required or was used differently from what was expected. Under the General Terms of Service, a refund may be considered in particular if it was expressly agreed or if a statutory right of withdrawal applies.
The terms displayed during the order process, the statutory provisions and the rules on the right of withdrawal in the General Terms of Service apply.
If you wish to dispute a booking, describe the circumstances as precisely as possible using the contact form.
If you did not authorise a payment at all or suspect that your payment details have been misused, contact your bank or payment service provider immediately. In this case, do not wait for a response from the platform’s support team.
