Refund Policy

This policy covers both reports sold by Zoraveo Reports. It is part of our Terms of Service.

1. You are never charged unless a report was produced

We build the report before you pay and show you a free preview. If we cannot produce a report for the address (for example no elevation data, no building found, data quality too low, or the weather data services did not answer), we tell you and no payment is taken.

2. Roof measurement report: full refund if it is materially wrong

If you check the roof on site and the report is materially wrong, write to us within 30 days of your purchase and we will refund the full price you paid.

"Materially wrong" means one of these:

• the total roof area differs from your field measurement by more than 5%; or
• the predominant pitch is off by more than one step (for example reported 6/12, actually 8/12); or
• the report describes the wrong building, or misses or invents a major roof section.

To qualify, you must send us:

• the report number (it starts with "ZR-"), from the email address used at checkout;
• your field measurements for the figures you dispute, with the date they were taken and how (for example tape, wheel or pitch gauge); and
• photos of the roof or of your measurement notes that show the difference.

We may ask reasonable follow-up questions. We refund once we can see from what you sent that one of the tests above is met.

3. Storm and hail history report

We refund the full price you paid if you write to us within 30 days of your purchase and:

• the report could not be opened or downloaded, and we could not fix that within 5 business days of your message; or
• because of our error, the report was produced for a different location from the address shown on your preview.

We do not refund a storm report because the records show few or no events, or fewer than you expected. The free preview shows how many hail days and event days were found before you pay. We also do not refund because a public record is missing, approximate or later corrected by its publisher, or because an insurer or other person does not accept the report.

4. What is not covered

• Changes to the building made after the elevation data was captured. The capture date is printed on every roof report.
• Differences caused by using other coverage rates, products or waste factors than the ones printed on the report.
• Small differences inside the tests in section 2.
• Entering the wrong address. Write to us anyway and quickly; we may help, but we do not have to.
• Requests made more than 30 days after purchase, or without the information this policy asks for.
• Repeated refund requests that suggest the service is being used without paying. We may refuse further orders.

5. How to ask

Email hello@zoraveo.com from the address you used at checkout, with the report number and the information in section 2 or 3. We reply as quickly as we can, normally within 5 business days.

6. How refunds are paid

Approved refunds go back to the original payment method through Stripe. We cannot refund to a different card or account. Your bank usually shows the refund within 5 to 10 business days. When a report is refunded, its link stops working and your licence to use the report ends.

Reports bought in our apps. Apple and Google take app payments, so refunds for those purchases are made by them. For an iPhone purchase, ask Apple at reportaproblem.apple.com; Apple decides the request under its own rules. For an Android purchase, write to us as in section 5 and, if the request meets this policy, we refund it through Google Play; you can also ask Google directly. Either way, a refund is paid to the account used for the purchase, and when Apple or Google tells us a purchase was refunded, the report's link stops working.

7. Chargebacks

Please write to us before you dispute a charge with your bank; a refund from us is usually faster. If a charge is disputed, the report may stop being available while the dispute is open, and we may give the payment provider and the bank the order records that show the report was ordered, paid for and delivered.

8. Limits

A refund of the price you paid is your only remedy for a report that is wrong or could not be used. As set out in our Terms of Service, we are not responsible for the cost of materials, labour, re-work, lost work or insurance claims. Nothing here removes rights that the law gives you and that cannot be given up by contract.

9. Contact

YorkNine Inc., operating as Zoraveo
Suite 1003, 2088 James Street, Burlington, Ontario L7R 0H2, Canada
hello@zoraveo.com