Last updated: May 21, 2026 | Effective Date: January 1, 2024
Our Commitment: We stand behind the quality of every report we deliver. If we make a measurement error, we will re-measure and re-deliver at absolutely no cost to you.
At Satellite Reports, we take pride in delivering accurate, professional roof measurement reports. This policy outlines when and how refunds or re-measurements are provided.
1. Free Re-Measurement Guarantee
If your report contains a measurement error that is attributable to our work, we will provide a corrected report free of charge. To qualify:
- The error must be a measurable discrepancy in our calculations, not a difference of interpretation.
- The re-measurement request must be submitted within 30 days of the original report delivery.
- You must specify the section(s) of the report believed to contain errors.
To request a re-measurement, contact us at contact@satellitereports.com with your order number and a description of the issue.
2. Refund Eligibility
We offer full refunds in the following situations:
- Order not started: If you cancel your order before our team has begun work, you are eligible for a full refund.
- Unable to complete: If we are unable to complete your report due to insufficient imagery coverage for the requested property, a full refund will be issued.
- Duplicate order: If you accidentally placed the same order twice, the duplicate payment will be refunded.
- Significant delivery delay: If your report is not delivered within 24 hours of the estimated delivery time without prior notice, you may request a refund.
3. Non-Refundable Situations
Refunds are generally not provided in the following cases:
- The report has been delivered and no measurement error exists
- The report does not match expectations based on personal preference rather than factual error
- The property address provided was incorrect or the property cannot be located
- Low imagery resolution caused by third-party satellite/aerial providers (outside our control)
- Properties with heavy obstructions (snow, dense tree cover) that limit measurement accuracy — noted at time of delivery
- Requests submitted more than 30 days after report delivery
- Change of mind after report delivery
4. How to Request a Refund
To request a refund, please contact our support team:
Please include your order number, the email address used at checkout, and a brief description of your request. We aim to respond to all refund requests within 1–2 business days.
5. Refund Processing
- Approved refunds are processed back to the original payment method (PayPal).
- Refunds typically appear within 3–5 business days depending on your payment provider.
- We do not charge any fees for processing refunds.
6. Disputes
If you are not satisfied with our response to your refund request, you may escalate the matter through your payment provider (PayPal's buyer protection program). We always prefer to resolve issues directly and encourage you to contact us first before filing a dispute.
7. Changes to This Policy
We reserve the right to update this Refund Policy at any time. Changes will be effective upon posting to this page. The policy in effect at the time of your order applies to that order.