Refund Policy

A payment taken in error, including a duplicate charge or a charge for a plan you did not select, is refunded in full.

A payment taken after you cancelled is refunded in full.

A first payment on a new subscription is refunded in full if you ask within 14 days of that payment and have not rendered a walkthrough during that period. If you have rendered, see the section below on partial refunds.

Where we withdraw or materially reduce a feature your paid plan depends on, or where a price change would apply to you and you cancel rather than accept it, we refund the unused portion of the current period on a pro rata basis.

Where the Service is unavailable for a continuous period of more than 72 hours because of a failure at our end, we refund the affected portion of the period on request.

If you ask for a refund of a first subscription payment within 14 days but have already used part of the allowance, we may refund the payment less the value of the credits consumed, calculated at the plan's own credit rate.

This mirrors the statutory position for digital services that a consumer has asked to begin during a cancellation period: you can withdraw, and you pay for the part you actually used.

We will always tell you the figure before processing it, so nothing is deducted without you seeing the arithmetic.

Credits are issued with a subscription, accepted only within the Service, and are not money, a stored balance or a prepaid product. They cannot be redeemed for cash, transferred or assigned.

Credits unused at the end of a billing period expire. They are not carried forward and they are not refunded.

There are no credit packs, top-ups or separate credit purchases on any plan, so no refund can arise from one.

Where a subscription payment is refunded under this policy, the credits issued with that payment are withdrawn at the same time.

If a render fails, times out, produces a corrupt file, or is plainly unusable because of a fault in our processing, tell us and we will return the credits it consumed so you can run it again. This is the primary and normal remedy for output problems.

If we cannot produce a usable render for a property after reasonable attempts, and that was the reason you subscribed, we will refund the current period's payment.

Generated media is inherently variable. A render that is produced correctly but is not to your taste, or that you decided not to publish, is not a fault and is not refunded — though we will still return credits as a goodwill measure where it is a close call.

A render that depicts a room differently from your photographs is a fault, not a matter of taste. Report it and we will credit it back and investigate.

Unused time in a period after a voluntary cancellation, because cancelling already prevents the next charge and leaves the period available.

Periods that have already ended.

Subscriptions on accounts closed by us for a material breach of the Terms of Service or the Acceptable Use Policy.

Currency conversion differences, foreign transaction charges or other fees applied by your own bank or card issuer. All charges are made in USD.

Amounts a chargeback has already recovered.

Write to support@hmsfulhamproperty.com from the email address on the account, or telephone +44 7526717240. Include the date and amount of the charge and, if it is about a render, the property and room concerned.

We acknowledge within one business day and give a decision within five business days.

Approved refunds are returned to the original payment method through our payment provider. Once we submit it, the money typically appears within 5 to 10 business days depending on your bank. We cannot refund to a different card or account than the one charged.

We do not require you to explain why you are cancelling in order to obtain a refund you are entitled to.

If you are unhappy with a decision, reply and ask for it to be reviewed. Escalated requests are looked at by someone who was not involved the first time, and we respond within ten business days. All correspondence goes through support@hmsfulhamproperty.com so there is a single record of it.

Raising a chargeback with your bank before contacting us usually takes longer than asking us, and it freezes the account while it is investigated. We would rather simply refund you.

This policy does not affect your statutory rights, including any mandatory consumer-protection rules in your country of residence. Where those rules give you more than this policy does, those rules apply.

These terms are governed by the law of England and Wales, and the courts of England and Wales have non-exclusive jurisdiction. Nothing in this clause affects your right, as a consumer, to bring proceedings in the courts of the country where you are resident, or to rely on mandatory consumer-protection rules of that country.