Refund and Cancellation Policy
Last updated
We want you to be happy with what you buy. This policy covers two things: licences for digital files bought in the marketplace, and capture services booked with us. Your rights as a consumer under EU and Romanian law always apply, whatever this page says.
Licences and downloads
Your 14 day right of withdrawal
If you buy as a consumer in the EU, you normally have 14 days to withdraw from a purchase without giving a reason. For digital files that you can download straight away, the law lets that right end once the download is made available, but only if you agreed to it.
So, before you pay, we ask you to confirm that you want the files available immediately and that you understand you then lose the right of withdrawal. If you have not downloaded any file yet, ask us within 14 days and we will refund you in full.
Files that are faulty or not as described
If a file will not open, is incomplete, or is clearly different from what the listing described (formats, size, coverage), tell us within 30 days of purchase. We will fix or replace it, and if we cannot, refund you in full. This applies to everyone, consumers and businesses alike.
Business purchases
Purchases made for a business are not covered by the consumer right of withdrawal. We still handle faulty files as described above, and we look at other requests case by case.
Upgrading a licence
If you bought the Standard licence and need the Extended one within 30 days, email us: we will charge only the difference.
Capture services
Captures on site are planned with you and confirmed by a quote. If your accepted quote sets different terms, the quote applies. Otherwise:
- Cancel more than 14 days before the capture date: full refund of anything you paid, minus costs we have already paid and cannot recover (such as travel tickets or site permits), which we show you.
- Cancel 14 days or less before the capture date: we keep the deposit, if one was paid, and refund the rest.
- Move the date: free once if you ask at least 7 days ahead, subject to our availability.
- Weather, site closures or safety: if the capture cannot go ahead safely or the site closes, we reschedule at no cost, or refund you in full if no new date suits you.
- If we cancel for any other reason, you get a full refund.
We are not responsible for your own costs, such as travel or bookings, if a capture is cancelled or moved.
How to ask for a refund or cancel
Email office@realitytwinz.com from the address on your account, with your order number or quote reference and what went wrong. We reply within two working days.
Approved refunds go back to the original payment method, normally within 5 to 10 working days depending on your bank.