Refund Policy

If you cancel or reschedule at least twenty-four hours before your booked scan window, you are entitled to a full refund or free rebook with no penalty.

If you cancel inside the twenty-four-hour window, we will refund seventy-five percent of the booking total. The twenty-five percent retained covers our scheduled crew and drive time.

If our team arrives at the property at the scheduled time and cannot complete the scan because access was not provided (locked, no contact reachable, occupant denies entry), the no-show is billed at the twenty-five percent rebooking fee described in our Terms.

If we complete the scan but fail to deliver the finished tour URL the same calendar day for reasons within our control, you are entitled to a full refund. You keep the tour link if it eventually does deliver.

The same-day guarantee does not apply when delivery is delayed by force majeure events (severe weather, regional outages of third-party services we depend on, natural disasters) or by conditions on site that prevent the scan from being completed cleanly. In those cases we offer a free rescan within seven days at the same price.

If the delivered tour has materially missing or unusable sections (large blank rooms, unrecoverable smearing across an entire space, the wrong property scanned), notify us within seven days of delivery and we will rescan the property at no charge. If a rescan is not practical, we will refund the full amount.

Subjective dissatisfaction with the appearance of the property itself (lighting we cannot change without staging, cluttered rooms left as-is, exterior weather conditions) is not eligible under this clause.

Commercial scans (offices, retail, venues, warehouses, multi-unit) are governed by the engagement letter or invoice terms agreed to in writing before the scan. The standard residential refund window does not apply unless explicitly referenced in your engagement.

Email hello@propertyscanexpress.com with your order reference (in your confirmation email), the reason for the refund, and any supporting detail (links, screenshots, time stamps).

We aim to issue approved refunds within five business days of approval. Funds typically appear on your card within an additional five to ten business days depending on your bank. Refunds are issued to the original payment method only.

If you have a concern, please email us before initiating a chargeback. Chargebacks filed without first contacting us are disputed with Paddle.com Market Ltd., our merchant of record, and may forfeit your right to the delivered tour link.