Refund and Cancellation Policy

1. Scope

This policy applies to direct VeraSpace subscriptions, disclosed usage charges, purchased service credits and VeraSpace 360° capture bookings. It does not govern property deposits, agency fees or services paid directly to another party. For a purchase billed by an app store, use that store’s refund process and the terms shown on its receipt.

2. Duplicate, incorrect or failed payments

If you are charged twice, charged an incorrect amount, or payment succeeds but the order cannot be created, contact us with the payment reference. After verification, we will correct the order or refund the affected amount. A late-authorised payment may be automatically returned by the payment provider.

3. Unused credit-package refunds

You may request cancellation of a purchased credit package within 7 calendar days after payment confirmation if none of that package’s credits or benefits has been used, transferred, reserved or redeemed. An approved refund cancels the entire package and removes its credits, vouchers and package benefits.

After any included credit or benefit has been used or transferred, the package is not refundable for change of mind. We will still provide a remedy where the service was materially not as offered, VeraSpace cannot supply it, the payment was unauthorised, or applicable law requires one.

4. 360° booking changes

• More than 24 hours before the scheduled start: an eligible booking may be cancelled or rescheduled online. Cancellation restores the credits held for that booking and reactivates an unexpired redeemed voucher.
• Within 24 hours, after the technician has travelled, or after capture/processing has started: there is no automatic change-of-mind refund. Contact support; we will assess exceptional circumstances and any work or cost already incurred.
• If VeraSpace cancels or cannot reasonably provide the booked service, we will offer a reschedule or restore the affected credits and eligible voucher. Where you paid specifically for an unavailable service and restoration is not a reasonable remedy, you may request a monetary refund.

5. Completed digital and customised work

A completed scan, processed panorama, customised watermark, hosted tour, listing promotion or other digital service already supplied is not refundable merely because you change your mind. We will correct, repeat, credit or refund a service that is materially defective or materially different from what was offered, as appropriate and required by law.

6. How to request a refund

Email contact@veraspace.my or +60 19-944 9066 from the account email and include your name, order or payment reference, amount, date and reason. Do not send card numbers, online-banking passwords or one-time codes. We may request limited evidence needed to verify the payment and eligibility.

7. Processing and destination

Approved online-payment refunds are returned to the original payment method. Razorpay Curlec states that, once a merchant initiates a refund, it generally takes 5–7 business days to reach the bank account; the receiving bank may affect timing. Approved manual bank-transfer refunds are sent to a verified account held by the payer and may require additional verification.

Chargeback rights are separate, but please contact us first so we can investigate promptly. Fraud, abuse or a duplicate recovery may result in suspension and recovery of wrongly retained credits.

8. Subscription cancellation and plan changes

For a direct VeraSpace subscription, request cancellation through the subscription settings or contact support if that control is unavailable. The confirmation shows when cancellation takes effect. Cancellation is normally scheduled for the current paid period’s end; access continues for that period subject to the plan and account conditions. Cancelling renewal does not automatically refund a period already started or usage already supplied. Charges made in error and statutory remedies remain reviewable.

The plan-change screen or accepted order must state the amount due and effective date. Do not assume an upgrade activates immediately, resets a billing cycle or creates a prorated refund unless that transaction expressly says so. Cancelling a subscription does not itself delete the account or erase customer records.

9. Usage charges and app removal

Report disputed AI, messaging, hosting or other metered charges with the invoice and relevant period. We will review the recorded usage and agreed rate, and correct duplicate or inaccurate charges where established. Usage reports are not proof that an unpriced feature has become chargeable.

Uninstalling the app or signing out does not cancel a subscription or payment mandate. If cancellation requires further provider confirmation, follow the status shown and contact support. For any subscription purchased through an app store, manage renewal in that store’s subscription settings.