Frequently asked questions
Last updated 5 Oct 2026
Account and verification
Do I need an account to see prices?
No. Every price, entry deposit, minimum increment, next bid and cost breakdown on this site is published to everyone. An account is needed only to place a bid.
What identity documents do you need?
Your Emirates ID, front and back. If you are not a resident, a passport photo page and a valid visa. Verification is usually same-day, and a rejection always tells you why.
Deposits and the wallet
Is the entry deposit a payment?
No. It is held against the lot you want to bid on, not charged. If you do not win it is released within three business days of the close. If you win it is applied to what you owe.
Where are refunds paid?
Only back to the account the funds came from. A transfer made from someone else’s account cannot be credited or refunded, which is why the top-up screen asks you to check before you send.
Bidding
What happens if someone bids in the last minute?
The lot extends automatically. The exact closing window and the extension are printed on every auction page, and there is no limit on how many times it can happen unless the auction says otherwise.
Can I withdraw a bid?
No. A bid is a binding offer and cannot be retracted. That is why the full cost breakdown sits above the bid box and a confirmation shows the whole amount before anything is submitted.
Costs and settlement
Is the bid amount the final price?
No. Bid amounts exclude VAT. Commission, VAT on that commission and the administration fee are added, and on a sale the Dubai Land Department transfer fee is payable separately. Every figure is on the lot page.
When do I have to pay?
Within the payment window shown on the lot, counted from the award. The window is part of the auction’s frozen rules, so it cannot change after the auction is approved.
Before you bid
- 1.1Do I need an account to see prices?
No. Every price, entry deposit, minimum increment, next bid and cost breakdown on this site is published to everyone. An account is needed only to place a bid.
- 1.2What identity documents do you need?
Your Emirates ID, front and back. If you are not a resident, a passport photo page and a valid visa. Verification is usually same-day, and a rejection always tells you why.
- 1.3Is the entry deposit a payment?
No. It is held against the lot you want to bid on, not charged. If you do not win it is released within three business days of the close. If you win it is applied to what you owe.
- 1.4Where are refunds paid?
Only back to the account the funds came from. A transfer made from someone else’s account cannot be credited or refunded, which is why the top-up screen asks you to check before you send.
During the auction
- 2.1What happens if someone bids in the last minute?
The lot extends automatically. The exact closing window and the extension are printed on every auction page, and there is no limit on how many times it can happen unless the auction says otherwise.
- 2.2Can I withdraw a bid?
No. A bid is a binding offer and cannot be retracted. That is why the full cost breakdown sits above the bid box and a confirmation shows the whole amount before anything is submitted.
After the auction
- 3.1Is the bid amount the final price?
No. Bid amounts exclude VAT. Commission, VAT on that commission and the administration fee are added, and on a sale the Dubai Land Department transfer fee is payable separately. Every figure is on the lot page.
- 3.2When do I have to pay?
Within the payment window shown on the lot, counted from the award. The window is part of the auction’s frozen rules, so it cannot change after the auction is approved.
- 3.3What happens to my deposit if I win?
It is applied to what you owe on the lot rather than returned and re-collected. The settlement on your account shows it as a line, so the amount left to pay is the amount you actually transfer.
General
- 4.1How quickly does support answer?
Within 48 hours of your request. Every request gets a reference number the moment you send it — quote that number in any reply and we will find the conversation straight away.
- 4.2What if the answer does not resolve my complaint?
Ask for it to be reviewed again in the same conversation. A complaint runs a two-stage path, and the second review is carried out by somebody other than the person who answered first.
- 4.3What is not valid grounds for a dispute?
A final price higher than you planned to spend, being outbid in the closing seconds, not having read the auction’s terms or the lot’s published costs, changing your mind after winning, or a connection that failed at your end. The help centre lists these in full, and says what is a dispute we will act on.