Support
The questions we are asked most, answered. If yours is not here, open the chat from inside your account and ask - a person picks up anything the notes do not cover. You can also write to hello@truebuy.ai.
Getting started
What does TrueBuy actually do?
Three things. It estimates what a property is likely to be worth from recent comparable sales. It reads the documents you upload - contract of sale, strata report, building and pest, certificates - and reports what in them could cost you money or shift risk onto you, quoting the document and citing the page. Then it writes the letters you send to your conveyancer and to the agent.
How do I start a review?
Add a property, upload the contract of sale and anything else you have, and press start. The reader works through the pack page by page and posts findings as it confirms them, so you see the first one within a few minutes rather than waiting for the whole thing.
Which documents should I upload?
The contract of sale first, since it carries the most risk. Then the strata report if it is an apartment or townhouse, the building and pest inspection, and any certificates or searches you have. Upload everything you have: a lot of the value comes from reading them against each other.
How long does a review take?
Usually several minutes for a full contract pack, longer for a large scanned document because every page has to be read by OCR first. You can close the page - it keeps going without you and the report is there when you come back.
Price and payment
What does it cost?
One payment per property, shown before you pay. It is not a subscription and there is nothing recurring. The first finding on each property is free so you can see what the service actually produces before you decide.
Why did the review stop after one finding?
The first finding is free on every property. It is a real problem out of your own contract, quoted and paged, and it is yours to keep either way. The rest of the pack - every page, cross-referenced and priced, with the negotiation plan - is what the payment covers.
Do you store my card details?
No. Card details go straight to Stripe and never touch TrueBuy. We keep the amount, the date and a Stripe reference so we can find the payment if you ask us about it.
Can I get a refund?
A report is delivered immediately and cannot be returned, so we do not do change-of-mind refunds. If the service failed to produce a report, or the report is materially defective, write to hello@truebuy.ai and we will sort it out. Nothing here limits your rights under the Australian Consumer Law.
Do you have discount codes?
Sometimes. If you have one, enter it before paying and the price updates before you are charged.
The estimate
How is the price estimate calculated?
From recently disclosed sales of comparable properties nearby and in the same suburb. Outliers are discarded, the rest are weighted by how similar and how recent they are, adjusted for observable differences such as property type and bedrooms, and where the data supports it, for movement in local prices. You get a likely range and a confidence figure rather than a single number.
Is your estimate a valuation?
No, and it must not be used as one. It is produced by an automated model with no person reviewing it, and it cannot be used for lending, tax, family law, insurance or probate. For any of those you need a certified practising valuer.
The estimate looks wrong. What can I do?
Tell us. On the property page you can claim the property and request a review, saying what you think is wrong. We check the data behind the estimate, correct anything factually wrong, and either re-run it or explain why we have not. Where a property genuinely cannot be estimated reliably we remove the number rather than replace it with a better-sounding one.
Why is the confidence low?
Because we did not find many usable comparable sales. In some suburbs most prices are withheld, and unusual properties have few genuine comparables. A low confidence figure is us telling you the number is thin, not hiding it.
Can I get a formal appraisal?
Yes. Request one from the property page. It is performed by a qualified third party, arranged through us, at a price quoted to you before anything starts. We are not the appraiser and we do not influence their opinion.
Documents and privacy
Who can see my documents?
You. They are held in private storage that is not publicly reachable and are never shared with other users. Our staff can open a document where support or checking a finding requires it. When you share a report, the person you share it with sees the findings and the numbers, never your documents.
Do you train AI on my contract?
No. Your documents are not used to train models, and the AI providers we use are engaged on terms that do not permit them to either.
How do I delete a document?
Press Remove next to it on the property page. It is a real delete: the file leaves storage rather than being hidden, and any findings that quoted it go with it. If it was the last document, the property goes back to waiting for a pack.
Can I delete my whole account?
Yes. Write to privacy@truebuy.ai and we will delete your account and everything in it, apart from payment records we are required to keep for seven years by tax law.
The report
What is the difference between red, amber and green?
Red is serious - something that costs real money or removes a protection. Amber is worth asking about. Green means we checked it and it is fine, and it is there so you do not spend leverage arguing about something that turned out not to matter.
What does 'findings may justify' mean?
It is the total of what the priced findings might support asking to be taken off. It is a case to put, not a discount you have been given, and not a prediction of what you will get. Every figure is an estimate to be confirmed by a quote.
Can I trust the findings?
Every finding quotes the document verbatim and cites the page, and you can click any of them to see the passage highlighted in the document itself. If it cannot be quoted, it is not reported. That said, it is an automated reading: have your conveyancer confirm anything you intend to act on.
Is this legal advice?
No. We are not your lawyer or conveyancer and using TrueBuy does not create a solicitor-client relationship. It is information to take to your conveyancer, who should review the contract before you sign anything.
How do I share my report?
Press Share the report above the findings. You get a link anyone can open once they sign in, or you can enter email addresses and we will send it under your name with your message and replies coming back to you. You can stop the link working at any time.
Problems
The PDF viewer is blank.
Reload the page first. Most Australian contracts are scans, and the viewer needs its decoders to draw them - a reload usually fixes it. If it stays blank, tell us the property and we will look at the file.
The review seems stuck.
A large scanned pack can take a while because every page has to be read by OCR. The progress panel shows the page it is on. If it has not moved in twenty minutes, press Start the review again - nothing you uploaded is lost - and if that does not help, tell us and we will look at it.
It says my address could not be read.
Type the street address with the suburb, state and postcode, or paste a listing link. If it still fails, the property may not be listed on the source we can reach. Upload the contract anyway - the reader takes the address out of the document itself.
I did not get my email.
Check the spam folder first. Everything in the email is also in your account, so nothing is lost either way. If it is still missing, tell us the address you signed up with.
General
which company is behind it
its owned by AiTrader.com Pty Ltd
which countries
Australia, UK, Canada, USA
Nothing here is legal or financial advice. See our terms and privacy policy.