Refund policy.

Failed reconstructions

If a reconstruction fails — the source video was unusable, the pipeline crashed, whatever the cause — you are never charged and your monthly tour allowance is restored automatically. This includes the free first tour: a failed first attempt does not consume your free credit.

The embed-ready guarantee

If we cannot return an embed-ready tour from a usable walkthrough (following the shot guide), you get a full refund on the associated purchase — no questions, no arbitration. Email hello@volumevirtual.com with the tour URL.

New subscriptions — 7 day window

Every monthly subscription — Solo, Team, Studio, Brokerage and Portfolio — is refundable within 7 days of the first charge, no reason required. Cancel from dashboard → Billing or email us. After 7 days the subscription simply doesn't renew.

Single tours — non-refundable once complete

The $99 single-tour purchase is refundable if the reconstruction fails or can't be delivered per the guarantee above. Once a tour is successfully rendered and hosted, the purchase is not refundable — the compute is spent and the .ply is yours to keep and download.

Hosting renewals

The $9/month per-tour hosting renewal (single-tour purchases, after the included 12 months) is refundable for the current period if you cancel within 7 days of the charge. After that it's not refundable — but you can cancel any time to stop future renewals.

Overage charges

Overages on any subscription ($59 per seat, $49 per tour above the plan's included allowance) are refundable within 7 days of the charge if the seat or tour was added by mistake. Show us the account activity and we'll unwind it.

How to raise it

Email hello@volumevirtual.com from the address on your account. Include the workspace name, the invoice or tour URL, and what happened. We reply within one business day, always within three.