Refund Policy

1. Overview

RoofRecon, a service provided by Veteran Built Group ("Company," "we," "us," or "our"), operates on a credit-based system. This Refund Policy outlines the circumstances under which refunds may be issued for purchased credits and generated reports.

We are committed to providing accurate, high-quality roof measurement reports. If our Service does not meet expectations due to a fault on our end, we want to make it right.

2. Credit Purchases

Credits are the currency used to generate roof measurement reports on our platform. Credits are purchased through our secure checkout process powered by Stripe.

General Policy: Credit purchases are non-refundable once completed. Credits do not expire and remain available in your account until used.

Pricing: Current credit pricing and volume discounts are displayed on our Billing page. Prices are subject to change, but any credits already purchased will not be affected by price changes.

3. Eligible Refund Scenarios

We will issue a credit refund (credits returned to your account) or a monetary refund to your original payment method in the following circumstances:

3.1 Failed Report Generation

If a report fails to generate due to a technical error on our end, the credit used for that report will be automatically returned to your account. No action is required on your part — the system handles this automatically.

3.2 Service Outage

If the Service was unavailable for an extended period and prevented you from using purchased credits, you may request a monetary refund for unused credits purchased during the affected period. Service outages lasting less than 4 hours are generally not eligible for refunds.

3.3 Duplicate Charges

If you are charged more than once for the same credit purchase due to a payment processing error, we will refund the duplicate charge(s) to your original payment method.

3.4 Significantly Inaccurate Reports

If a generated report contains measurements that are significantly inaccurate (greater than 20% variance from verified professional measurements), you may request a credit refund. To qualify, you must provide documentation from a professional measurement service (e.g., Roofr, EagleView, or a licensed contractor's on-site measurement) demonstrating the variance.

3.5 Legal Requirements

Refunds will be issued where required by applicable consumer protection laws.

4. Non-Refundable Scenarios

Refunds will not be issued in the following cases:

• Reports that were successfully generated and delivered, unless they meet the criteria in Section 3.4
• Dissatisfaction with report accuracy within our stated accuracy range (3–5% contractor-grade industry standard)
• Credits that have already been used to generate reports
• Incorrect address entry by the user resulting in a report for the wrong property
• Properties where satellite imagery is unavailable, obscured, or low quality (a warning is displayed before credit is charged)
• Change of mind after purchasing credits
• Account suspension or termination due to violation of our Terms of Service

5. How to Request a Refund

To request a refund, please follow these steps:

1. Email us at support@roofrecon.app with the subject line "Refund Request"
2. Include your account email address and the date of purchase
3. Provide the report ID(s) affected, if applicable
4. Describe the reason for your refund request
5. Attach any supporting documentation (e.g., professional measurement reports for accuracy disputes)

Response Time: We will review and respond to refund requests within 5 business days. If approved, monetary refunds will be processed to your original payment method within 7-10 business days.

6. Refund Methods

Refunds may be issued in one of two ways:

• Credit Refund: Credits are returned to your RoofRecon account for future use. This is the default method for failed reports and is processed immediately.
• Monetary Refund: Funds are returned to your original payment method via Stripe. Processing takes 7-10 business days depending on your financial institution. This method is used for duplicate charges, service outages, and approved accuracy disputes.

7. Dispute Resolution

If you are unsatisfied with our refund decision, you may:

• Request a review by emailing admin@roofrecon.app
• File a dispute through your payment provider (Stripe)
• Pursue resolution through the arbitration process outlined in our Terms of Service

8. Accuracy Guarantee

We stand behind the quality of our reports. Our proprietary measurement platform delivers 3–5% contractor-grade accuracy compared to professional measurement services. Each report includes a confidence rating to help you understand the reliability of the measurements.

We encourage users to submit accuracy feedback through the report view page. This helps us continuously improve our measurement algorithms and better serve the roofing community.

9. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be posted on this page with an updated "Last Updated" date. Your continued use of the Service after changes are posted constitutes acceptance of the revised policy. Material changes will be communicated via email to active account holders.

10. Contact Us

If you have any questions about this Refund Policy or need to request a refund, please contact us at: