Refund policy
Most of what we sell is designed, ordered and installed for one particular home, so the terms that govern your money are the ones in the proposal, contract or invoice you agreed to. If anything here disagrees with that document, that document wins. This page covers what those documents usually leave out.
Billing mistakes
If we charged you twice, charged the wrong amount, or charged you for something you did not receive, tell us and we will put it right in full.
Cancelling or moving a visit
You can cancel a booked visit yourself in the customer portal up to 48 hours beforehand, at no charge. Inside 48 hours, or to move a visit rather than cancel it, call or text us. A visit cancelled less than 24 hours before it was due to start may carry a $100 late-cancellation fee, because by then a technician's day has been built around it. The portal tells you when a visit is close enough for the fee to apply.
Equipment
We do not stock equipment; every item is ordered for one particular job. Once equipment has been ordered for your project it cannot be returned, exchanged or refunded. It is yours from that point.
Equipment that fails under warranty is repaired or replaced under the manufacturer's warranty rather than refunded.
Labor and completed work
Labor is not refundable. If something we installed was not installed properly, tell us and we will come back and make it right.
Deposits
A deposit is applied to your project as your proposal describes. If you cancel a project, the deposit pays for all the work done up to that point and for the equipment already ordered for you. That equipment is yours: we hand it over to you, and it is not refunded.
360° photography
A 360° shoot is a service performed on site, on a day the framing is open, and it is not refundable. If a room was missed or a photograph is unusable, you must tell us before insulation and wall coverings go in, and we will come back and reshoot it. Once the walls are covered there is nothing left to photograph, so after that point there is no reshoot and no refund.
How to ask
Call or text (713) 955-5908, or use the contact page. Tell us the invoice or the address and what went wrong. You will hear back from a person. Approved refunds go back the way the payment came in.
Disputes and chargebacks
If a charge looks wrong, please come to us before you go to your bank. We can usually resolve it the same day, and a chargeback takes weeks and helps nobody.
Changes
If this policy changes we will update this page. Last updated 17 September 2026.