Refund Policy

Overview

RoofRecon Pro charges one (1) report credit per completed measurement report. Credits are consumed at the point of successful report generation — not at the point of order. This policy governs when credits are refunded and when they are not.

Automatic Credit Refunds

A report credit is automatically returned to your account in the following circumstances:

• Insufficient aerial coverage. If our imagery provider cannot supply usable high-resolution coverage for the requested address, the report will fail and no credit is charged.
• Processing failure. If the report fails during geometry analysis, weather data retrieval, or PDF generation due to a system error on our end, the credit is returned automatically.
• Duplicate order within 24 hours. If the same address is ordered twice within a 24-hour window by the same account, the second order is refunded automatically.

Automatic refunds are processed within minutes and will appear in your credit balance immediately.

Manual Refund Requests

If you believe a completed report contains a material data error — such as a structurally incorrect total area, missing facets, or wrong property — contact support within 7 calendar days of report delivery. Include your report number and a brief description of the discrepancy.

We will review the report against source imagery. If the error is confirmed to be on our end, a credit will be restored to your account within one business day. We do not issue cash refunds for credit-based purchases; refunds are issued as account credits only.

Non-Refundable Situations

Credits are not refunded in the following cases:

• The report was successfully generated and delivered.
• The address entered was incorrect, misspelled, or belonged to a different property than intended.
• The user disagrees with measurement results but no objective data error can be identified.
• The report was ordered for a property with known limited imagery coverage (e.g., rural areas, recently constructed structures).
• Credits purchased but not yet used — credit balances do not expire.

Stripe Payments

Credit purchases are processed through Stripe. If you believe you were charged incorrectly for a credit purchase (not a report), contact us within 30 days of the charge. We will investigate and, if warranted, initiate a refund through Stripe. Stripe refunds typically appear on your statement within 5–10 business days depending on your card issuer.

Contact

To request a refund or report a data error, email [email protected] with your report number and account email. Response time is typically one business day.