Refund policy

A charge is earned when the Service delivers a completed comparison: both (or all three) documents parsed, line items aligned, differences computed, and the delta ledger reconciled arithmetically. If that does not happen, you should not pay for it.

These are detected by the system and reversed without a request, normally within minutes of the failure:

• a PDF fails to parse on any side of the comparison;
• the delta ledger fails to reconcile, so the report cannot be trusted;
• the narrative number-guard trips and the deterministic template fallback also fails;
• the comparison times out, errors out, or is cancelled by the system;
• a document is refused after the charge (encrypted, corrupt, over page or size limits);
• duplicate charges caused by a webhook replay or a double submission;
• a charge recorded against a run that never produced a report.

Automatic refunds return the full amount for that comparison. On subscription plans, the comparison is credited back to your usage pool instead of being charged, and any overage charge for it is reversed.

Email support@estology.com with the comparison ID and we will refund the run in these cases:

• Arithmetic error. A figure in the report does not follow from the source documents. We correct the arithmetic and refund the run.
• Extraction breakdown. The report is materially unusable because the parser misread a supported Xactimate format: for example most line items missing, totals absent, or the wrong estimate parsed.
• Duplicate run. The same document pair was charged twice within 24 hours because of a system error.
• Billing error. You were charged at the wrong rate, charged after cancelling, or charged for a seat you never had.
• First subscription period. Cancel a new subscription within 14 days of the first charge with no comparisons run in that period, and we refund it in full.

Requests are accepted for 60 days after the charge.

• Subscriptions renew automatically. Cancel any time from the billing page; access continues to the end of the paid period and is not prorated.
• Included comparisons are a monthly pool. Overage is billed at your plan's rate. Rollover of unused comparisons applies only as stated on the pricing page and does not accrue indefinitely.
• Downgrades take effect at the next renewal. Upgrades take effect immediately, with the new pool available at once and the difference charged prorated by Stripe.
• Refunded or auto-refunded comparisons are returned to the pool they were drawn from.
• Seat changes in an organization are billed prorated by Stripe; removed seats are credited to the next invoice, not refunded to the card.

Email support@estology.com and include:

• the account email and, if applicable, the organization name;
• the comparison ID (shown at the top of the report) or the invoice number;
• what went wrong, and for an arithmetic dispute, the figure and the page of the source document it should have come from.

We acknowledge within two business days and resolve most requests within five. If we decline, we explain why and point to the clause that applies; you can ask for that decision to be reviewed once.

• Approved refunds are issued to the original payment method through Stripe.
• We submit the refund within two business days of approval. Your bank typically posts it in 5 to 10 business days.
• We do not issue cash, check, or store credit in place of a card refund, and we do not refund to a different card.
• Where a card has expired or been closed, Stripe routes the refund to the issuer, which credits the replacement account.
• Taxes collected on a refunded charge are refunded with it.

Our payment webhook is idempotent: each Stripe event is claimed once and replays are discarded, so a duplicate should never persist. If you see two charges for one comparison, it is a bug. Send us the invoice numbers and we will reverse one immediately.

A pending authorization that never captured is not a charge and disappears on its own, usually within a few business days.

Please contact us before disputing a charge with your bank. Nearly everything is faster to fix directly. A chargeback filed without contacting us first may result in immediate suspension while we respond to the dispute, and repeated bad-faith disputes are grounds for permanent account closure under the Terms. If a chargeback is decided in your favor, we will not double-refund the same charge.

This policy is part of our Terms of Service and does not expand our liability. A refund is the sole and exclusive remedy for a failed or defective comparison, and our total liability is capped as set out in section 19 of the Terms. Nothing here limits rights you have under mandatory consumer law in your jurisdiction.

Email us at support@estology.com for refunds, billing, and any question about this policy.