Refund Policy

Last Updated: March 25, 2026

Digital Goods & Rendering Costs

TerraViz3D provides bespoke, digitally rendered 3D property visualizations (“The Scene”) and video marketing assets (“The Media Kit”). Because our system incurs significant computing and server costs the moment rendering begins, all sales are final once rendering initiates or once The Scene has been accessed or any asset from The Media Kit has been downloaded.

No Refunds Will Be Issued For

  • —
    Change of Mind: We do not offer refunds if you decide you no longer need The Scene or The Media Kit.
  • —
    Aesthetic Disagreements: Our 3D environment is reconstructed from third-party geospatial data (Google Earth / Cesium). We cannot issue refunds for geographical inaccuracies, missing or outdated structures, vegetation differences, or the appearance of neighboring properties. See our Third-Party Data Disclaimer in the Terms of Service.
  • —
    Accessed or Downloaded Assets: Once The Scene has been viewed or any asset from The Media Kit has been downloaded, the product is considered fully consumed.

Exceptions — The “Our Bad” Clause

If your final deliverables are corrupted, fail to render completely, or experience a critical technical failure on our end, please contact us within 7 days at support@terraviz3d.com. Our primary resolution for technical issues is to provide up to 2 free re-renders. If the issue persists after re-rendering, we will evaluate your case for a full or partial refund at our sole discretion.

Delivery Timeline

Your interactive 3D scene is available instantly after purchase. The 24-hour video rendering window begins once you confirm your video highlights — not at the time of payment. If rendering is expected to exceed 24 hours from your confirmation, we will contact you proactively. In cases of significant delay (48+ hours beyond your confirmation), we will offer a complimentary re-render credit or partial refund at our discretion.

Currency & International Payments

All prices are listed and all refunds are processed in USD. TerraViz3D is not responsible for fluctuations in exchange rates, conversion fees, or any discrepancies between the amount charged and the amount refunded for international customers.

Contact

For all refund inquiries, please email support@terraviz3d.com with your order number (found in your dashboard under order details or on your receipt) and a description of the issue.