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Refunds & Revisions Policy

Last updated: 2026-05-26

This policy explains our quality guarantee, how revisions work, and when refunds apply. We want every order to land exactly as you expected — and on the rare occasions when that does not happen, this policy sets out how to put it right.

1. Our quality promise

Every order from VizCraft is produced by trained UK-managed editors, reviewed for quality before delivery, and delivered to the standard described on the relevant service page. If a deliverable does not meet that standard, we will fix it free of charge.

2. Free revisions

Every order includes up to 2 free revisions per deliverable. A revision is any reasonable change request — for example: adjust the colour balance, retouch a specific area, change the virtual staging style, or correct a labelled dimension.

Revision requests must be submitted within 14 days of delivery. After 14 days the order is considered accepted.

Revisions beyond the included 2 are billed at 50% of the per-item rate.

3. When refunds apply

We refund the full fee paid for an item in the following situations:

  • If we miss a confirmed turnaround time by more than 6 hours through no fault of yours (e.g. you supplied complete inputs on time and we still didn't deliver).
  • If, after 2 revisions, the deliverable still does not meet the standard described on the relevant service page.
  • If you cancel an order before work has begun.
  • If we are unable to start work on the materials you have supplied (e.g. corrupted RAW files we cannot process) and you choose not to resupply.

Partial refunds (proportional to work not yet completed) apply when you cancel an order after work has begun.

4. When refunds do not apply

  • When a deliverable meets the published service description but does not match a subjective preference that was not communicated at brief stage.
  • When you've used the deliverable commercially (e.g. uploaded to Rightmove) — at that point the deliverable is deemed accepted.
  • When property files supplied to us are inadequate for the chosen edit type (e.g. submitting a single exposure for HDR blending). We will tell you in advance if this is the case and discuss alternatives.
  • For monthly white-label agreements — refunds apply per-order, not for the agreement as a whole. The agreement can be terminated with 30 days notice (see Terms of Service).

5. How to request a revision or refund

  1. Email the order delivery email (or your dedicated account manager for white-label) within 14 days of delivery.
  2. Describe the issue and, where possible, mark the deliverable to show what needs changing.
  3. We respond within 1 hour during UK business hours.
  4. For revisions: we re-deliver within the same turnaround window as the original order.
  5. For refunds: we process within 7 working days back to the original payment method.

6. Disputes

If we have not been able to resolve your concern through direct communication, formal disputes are handled under the Dispute Resolution section of our Terms of Service — that is, by good-faith mediation under CEDR before any legal proceedings.

7. Contact

Email: info@vizcraft.biz

Phone / WhatsApp: +44 7830 739822

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