Refund policy. When plans change.

Our services come with guarantees that can't be excluded under the Australian Consumer Law. If a service has a major failure, you can cancel and get a refund for the unused part of the service, or ask for compensation for its reduced value. If the problem isn't a major failure, we'll fix it within a reasonable time, and if we don't, you can cancel and get a refund for the unused part. Nothing in this policy limits those rights.

• No charge with notice: text or email us at least four business hours before your booked window to cancel or move it.
• Late changes and abortive visits: an abortive visit fee applies if you cancel with less notice, or if we arrive and can't capture because the site is locked, unsafe or not ready. The amount is set out in your quote, and it covers the time and travel already committed.
• If we need to move it: if we reschedule because of weather, tide, safety or our own availability, there's no charge to you.
• Deposits: if you paid a deposit and cancel with at least four business hours' notice, we'll refund it in full or hold it for your new date, whichever you prefer.

Once we've completed the capture on site, the capture service has been provided. We don't offer refunds for a change of mind after that, for example because the build has moved on or the record is no longer needed.

The same applies to digital deliverables. Once processing of point clouds, CAD, BIM or MatterPak™ files has started, or download links have been issued, change-of-mind refunds aren't available.

• Faulty files: if a point cloud, model or file is corrupted or won't open in the format quoted, tell us and we'll re-process, re-register or re-export it within two business days, at no charge.
• Missed areas: if an area within the agreed scope was missed because of our error, we'll re-capture it at no charge while the site is still in the same state. If that's no longer possible, we'll refund the affected part of the work.
• Outside the scope: things the scanner couldn't see, areas we couldn't access and work done after the capture aren't faults. Our terms of service explain what a capture records.

• We'll contact you before your included hosting ends. We never renew hosting or bill you for it without your written OK.
• Hosting extensions and Archive Scan Hosting reinstatements cover a set period. Once the tour is live again, they aren't refundable for a change of mind, and they aren't refunded pro rata if you no longer need the tour.
• A MatterPak™ doesn't replace hosting. Hosting fees still apply to keep or reinstate the tour if you hold one.

Email admin@rchive.com.au or call 0437 596 350 with the site address, the capture date and what's wrong. We'll reply within two business days and confirm how and when any approved refund will be paid.