Refund Policy
Last updated: April 22, 2026 · Version 1.0
We want every customer to be happy with their VizeeHome order. Every package includes 3 minor revisions, and most concerns are quickly resolved that way. If a delivery still falls short and we cannot reasonably resolve it through revisions, we will work with you in good faith on a fair refund.
The plain-English rule: you have 7 days after first delivery — or until you download the final files, whichever comes first — to raise a refund or revision request. Because every order is custom artist-directed work, the refundable portion depends on where your order is in production when we hear from you. A 30-day-from-order outer cap also applies for payment-provider purposes (Stripe, BNPL).
Refund Tiers
Before we start production
100% refundIf you cancel before an artist has been assigned to your order — typically within 24 hours of placing it — you receive a full refund. Email us as soon as possible.
After production starts, before first delivery
50% refundOnce an artist has begun work but no concept has yet been sent to you, the 50% retained covers artist time already invested. The remaining 50% is refunded.
Within 7 days of first delivery, before download
30% refundIf you have reviewed your concept rendering but not yet downloaded the final file, and you raise the issue within 7 days of first delivery, a 30% refund may be available when (a) the parcel or photographs make a faithful rendering technically unviable and revisions cannot resolve it, or (b) we agree the issue falls on us. VizeeHome makes the good-faith determination of whether an issue qualifies; you agree to that determination when ordering. This tier is not available for buyer's remorse or change of mind after a rendering has been delivered for review.
After download — or 7 days after first delivery
Final saleOnce you download the final rendering file — or 7 days after first delivery, whichever comes first — the order is considered fulfilled and is non-refundable. This is disclosed at checkout and is consistent with standard practice for delivered digital goods.
If we cancel your order
100% refundRegardless of stage, you receive a full refund if VizeeHome cancels — including for technical infeasibility, photo quality below what we can usefully work with, content we determine is unsafe or not permitted, or scheduling we cannot honor.
Photo Quality & Parcel Suitability
If the photographs you supply cannot produce an effective rendering — for example, resolution too low, views obstructed, or a parcel we cannot read clearly — we will let you know before starting work and refund in full. Once production has begun on imagery you supplied, partial refunds apply per the table above.
Revisions Come First
Every package includes 3 minor revisions. Before requesting a refund after delivery, please use these revision rounds — most concerns are resolved that way at no cost to you. Revision requests must be raised within 7 days of first delivery.
Add-ons, Rush Fees & Custom Work
Add-ons (extra angles, additional renderings, custom descriptions) and any rush or expedite fees are non-refundable once production has started on the work they apply to.
How to Request a Refund
Refunds are processed by our payment provider, Stripe, who is the Merchant of Record for all VizeeHome orders. To request a refund:
- Visit dashboard.stripe.com and look up your order, or
- Open a support ticket with your order ID and a brief description of the issue.
We aim to acknowledge requests within two business days. Approved refunds are returned to the original payment method by Stripe and typically appear within 5–10 business days, depending on your bank.
For full commercial terms, see our Terms of Service. For how we handle your information, see our Privacy Notice.