Refunds and Cancellation.

Every capture project is agreed in a written quote before work starts. Your quote can adjust the terms below, and where it does, the quote takes priority. Where a quote is silent, these defaults apply.

If you cancel before we have scheduled the capture visit, any amount you have paid for the capture and launch is refunded in full.

If you cancel after the visit has been scheduled but before it happens, we refund what you paid less any costs we have already committed — for example, a booked capture slot. We will tell you what those costs are before processing the refund.

Rescheduling is free when you let us know in reasonable time; we will agree a new slot rather than treat a reschedule as a cancellation.

Once the capture visit has taken place, the capture fee is not refundable — the work has been done on site. You still approve the tour before it is published, and correction requests are part of the review step at no extra cost. If we are unable to deliver a usable tour at all, we will refund the capture fee.

Hosting and support is charged on a recurring basis. You can cancel at any time and the service continues to the end of the period you have already paid for; no further charges are made after that. We do not refund part-used periods once the tour has been published and available, but we will refund a hosting period in full if the tours were not available for an extended time and we could not fix it.

If you cancel hosting, we will confirm what happens to your published pages and your underlying tour links before the period ends — hiding a Walkthroo listing does not by itself disable the underlying public tour link, and we do not want that to surprise you.

Extra areas, rescans and annotations are quoted separately and follow the same pattern: refundable in full before scheduling, refundable less committed costs after scheduling, and non-refundable once the work is done.

Write to us from the email address on your account, with your property or tour name, and we will confirm receipt and the outcome. Refunds are returned by the same method you paid with. Where applicable, refunds reflect GST as required by law.