Refund Policy
Effective Date: 2026-10-01
30-Day Money-Back Guarantee (Subscriptions)
Requests within 30 days are refunded (counted from when paid billing begins). Refunds are not automatic: a person reviews the charge and processes every eligible refund before any money moves. Requesting opens a request in the billing queue and sends an alert, and we reply by email.
- Applies to all subscription tiers (Starter, Professional, Business)
- Ask within 30 days of when paid billing begins
- Requests within the window refund the subscription charge under review, minus anything already refunded, back to your original payment method
- Within the window, every request is eligible by default and recommended for approval; a person processes the refund
Note: after 30 days, you can cancel any time to stop future renewals, but the current period is not refunded.
Saved Roof Package (One-Time)
The one-time saved roof package is not on sale right now. If you bought one earlier, these terms still apply to it.
If package preparation cannot confirm the roof or its measurements, the order is held and the fulfilment path submits a refund for that order without a customer request. The order page shows when Stripe confirms the refund. No completion time is promised.
- Review the coverage and field-verification limits on the saved roof package page before checkout
- Contact support if a delivered package is inaccessible or unusable
- Approved refunds are sent back to your original payment method; your bank usually posts them within 5-10 business days
Failed AI Analyses
If an analysis fails or produces unusable results:
- Free re-run: tell us which roof analysis failed and we re-run it at no additional charge
- Roof check: a run that fails should not use a roof check — if one was used, tell us and we put it back
- A person handles it: email support@myroofgenius.com with the report link and what went wrong
How to Request a Refund
To request a refund:
- Ask from Settings → Billing inside your account, or email support@myroofgenius.com from your billing address.
- Include your account email and the charge you are asking about.
- Tell us briefly what did not work — it helps us fix it, and it does not change your eligibility inside the window.
- Either way it opens a request in the billing queue and sends an alert.
Email works too: support@myroofgenius.com
Refund Timeline
- Review: A person reviews the charge and processes every eligible refund before any money moves, and we reply by email.
- Refund sent: We refund the subscription charge under review, minus anything already refunded, back to your original payment method, through Stripe.
- In your account: Your bank or card issuer usually posts the refund within 5-10 business days after we send it.
Exceptions
The following are not eligible for refunds:
- Subscriptions after 30 days (can still cancel to prevent future charges)
- One-off digital purchases outside the stated checkout terms
- Trial accounts with no payment taken — the 14-day trial starts without a card, so there is nothing to refund
Account termination does not remove the subscription guarantee: requests within the 30-day window are still refunded.
Contact Us
Questions about refunds?