Refund Policy
Contents
Overview
This Refund Policy applies to all paid services offered by FORGA360, including virtual tour production, hosting, add-on services, and annual subscriptions. It supplements — and is incorporated into — our Terms of Service.
Because virtual tour production involves significant on-site labour and specialised equipment, refund eligibility is time-sensitive and depends on the stage of production at which a request is made. We encourage clients to raise concerns early so we can resolve them quickly.
Before requesting a refund, please first allow us to attempt a resolution through our free reshoot or revision entitlement. In many cases, this is faster than a refund and produces a better outcome for you.
Eligible Refund Scenarios
You may be entitled to a full or partial refund in the following circumstances:
- You cancel your booking more than 48 hours before the scheduled shoot date and no deposit funds have been allocated to scheduling costs.
- We are unable to complete the shoot due to our own operational failure (equipment failure, no-show by our team).
- The final delivered tour contains a technical defect that makes it non-functional (e.g., broken navigation, corrupted files) and we are unable to fix it within 10 business days of being notified.
- We fail to deliver the completed tour within 30 calendar days of the shoot date without prior written agreement on an extension.
- You cancel after the 50% deposit has been paid but before the shoot takes place (within 48 hours of the shoot). The deposit is retained to cover scheduling and preparation costs; any balance paid beyond the deposit will be refunded.
- Delivered tour quality is materially below the standard shown in our portfolio samples, and a reshoot does not resolve the issue after one attempt.
- Only some portions of the agreed scope were delivered (partial scenes missing).
Non-Refundable Situations
Refunds will not be issued in the following circumstances:
- The shoot was successfully completed and the tour was delivered as agreed, and you simply changed your mind or no longer require the tour.
- You cancel within 48 hours of the scheduled shoot (the 50% deposit is non-refundable in this case).
- The space was not ready, accessible, or adequately prepared for photography at the agreed shoot time, resulting in a cancelled or incomplete visit.
- You requested and we delivered the agreed scope, but you later decided you want additional scenes or areas not covered in the original booking.
- Quality dissatisfaction arising solely from personal aesthetic preference after we have delivered a tour that meets objective quality standards.
- Annual hosting fees after hosting has commenced for the renewal period.
- Any third-party costs incurred on your behalf (e.g., drone permits, off-hours facility access fees).
- Completed add-on services such as video production or voice-over recording where delivery has already occurred.
⚠️ If you are unsure whether your situation qualifies, please contact us before the shoot. We'd rather clarify expectations upfront than deal with disputes afterward.
Free Reshoot & Revision Policy
Every tour package includes the following at no extra cost, subject to the conditions below:
- One free reshoot session covering up to 3 scenes, available within 3 months of the original delivery date.
- Two rounds of remote editing revisions (e.g., adjusting hotspots, updating tour details, changing music) within 3 months of delivery.
- A fresh on-site visit to correct scenes where the quality was impacted by factors within our control (e.g., equipment issues or operator error).
Reshoot entitlements are not transferable, cannot be exchanged for cash, and expire after the 3-month window regardless of use.
Reshoots may be subject to scheduling availability. We endeavour to book reshoot visits within 10 business days of a confirmed request.
Hosting & Subscription Refunds
First year hosting: Included free with your tour package — no refund applicable as it is a bundled benefit.
Annual renewal payments:
- If you have paid for annual renewal hosting and request cancellation before the renewal period begins, you are entitled to a full refund of the renewal fee.
- If you cancel within 7 days of a renewal payment being processed, you may request a pro-rata refund for unused months.
- After the 7-day window, hosting fees are non-refundable for the current period. Your tour will remain live until the end of the paid period.
If you close your account or request tour deletion before the end of a paid hosting period, no refund is issued for the remaining time. Your tours will be taken offline within 7 business days.
Add-on Services
The following policies apply to individual add-on services:
- Teaser Video / Full Tour Video: Refundable in full if cancelled before filming commences. Once filmed, the 50% deposit is non-refundable; once edited and delivered, no refund is available unless there is a technical defect.
- Professional Voice-Over: Refundable in full before recording. Once recorded, a revision is offered; if the revised version is also unsatisfactory due to our error, a refund will be issued.
- Google Street View Integration: Refundable before submission to Google. Once submitted and approved, the service is considered delivered and non-refundable.
- Schematic Floor Plan: Refundable before work begins. Once delivered, one revision is included; further revisions or refunds are at our discretion.
- Interactive Hotspots: Refundable before implementation. Once live within the tour, revisions are offered; refunds are not available unless there is a technical failure.
- Live Guided Call (monthly): Monthly fees are non-refundable after the billing period has commenced.
How to Request a Refund
To submit a refund request, follow these steps:
Contact Us
Email info@forga360.com with the subject line "Refund Request – [Your Name]", or send a message via WhatsApp to +20 110 101 7212.
Provide Details
Include your full name, registered email address, the date of your booking or payment, a description of the issue, and any relevant screenshots or evidence.
We Review Your Request
Our team will review your request and may ask for additional information. We aim to respond to all refund requests within 3 business days.
Resolution
If eligible, we will offer a reshoot, revision, partial refund, or full refund as appropriate. Approved refunds are processed within 7–14 business days via the original payment method where possible.
Processing Timeline
Once a refund is approved:
- Bank transfer refunds: 7–14 business days depending on your bank.
- Vodafone Cash refunds: 1–3 business days.
- Cash refunds: By arrangement, typically within 5 business days.
We will send you a confirmation email once the refund has been initiated. If you do not receive your refund within the stated timeframe, please contact your bank before reaching out to us, as processing delays can occur on the banking side.
Contact
If you have any questions about this Refund Policy or need to discuss your specific situation, please reach out. We're a small team and we genuinely care about resolving issues fairly.
- Email: info@forga360.com
- WhatsApp: +20 110 101 7212
- Hours: Every day, 8am–9pm Cairo time
Have an issue with your tour?
Don't wait — reach out today and let's resolve it together. Most issues are fixed within a week.