AccuCities.com – Returns and Refunds Terms and Conditions

Digital Products Overview

Our aim is to supply accurate, detailed, and usable 3D data. Meeting these criteria is paramount to us and we are proud to say that we have never had a refund request. There must be the first time for everything and as you are reading this, it is very likely you for whom we have dropped the ball. Let us assure you that we are bucking the industry practice of not offering a refund on digital products.

Please read the refund eligibility criteria below. Trying to be on your side, these are the cases we could think of; if you do not meet these criteria and still feel like the service was not up to your expectations, contact us and we will be very happy to assist on a case by case basis.

Digital Products Refund policy

Our Digital Products refund policy lasts 30 days. After 30 days have passed since your purchase, we can’t offer you a full refund or store credit.

Digital products include 3D city models in tiles, custom captured 3D models, Level 4 models, Plan.city app and its versions, textured models, future skyline models and similar digital goods supplied by AccuCities and delivered by an email with a download link.

To be eligible for a refund, your digital download item(s) must meet one of these conditions:

A) You have never clicked the download link sent to you and you have never downloaded the product; OR

B) You have downloaded the file(s) but they were corrupted, erroneous, delivered in the wrong format, coordinate system or units that rendered the file unusable AND your attempts to rectify the situation by contacting us were not successful in resolving the problem for more than 7 days; OR

C) You have downloaded the file(s) but they were significantly inaccurate, erroneous, covering a wrong area, or captured from different source imagery than agreed on, which rendered the file unusable for your project AND your attempts to rectify the situation by contacting us were not successful in resolving the problem for more than 7 days; OR

D) You have downloaded the file(s) but some yet unforeseen issues have been identified as caused by us, which rendered the file unusable for your project AND your attempts to rectify the situation by contacting us were not successful in resolving the problem for more than 7 days.

You will be asked to delete all copies of files in question from your systems. Once these conditions are met, we will issue a full refund within 14 days.

Digital Products Overview

Working with our partners, we produce physical products from our digital data. Despite our best efforts to produce products to the highest standard, physical 3D city models, mostly 3D printed, are inherently brittle and might get damaged in transport. These models are almost always custom-made with courier delivery and we encourage customers to check the delivery on arrival.

Physical Products Returns & Refund policy

Our Physical Products returns & refund policy lasts 30 days. After 30 days have passed since your purchase, we can’t offer you a full refund or store credit.

Pre-made Physical products include 3D printed city models in tiles, already produced and “on the shelf” at the time of the purchase. Returns of these products are only accepted if returned in the same condition that you received it. It must also be in its original packaging. We will refund all returns meeting these conditions within 14 days.

Custom-made Physical products include 3D printed city models in tiles, but are custom produced to order. Returns of these products must be pre-arranged prior to sending to be accepted. The goods must be returned in the same condition that you received them. It must also be in its original packaging. Erroneous, faulty, damaged in transit or otherwise unusable products will be either corrected, reproduced, and sent back to the customer OR we will refund the customer with a store credit. Unfortunately, we cannot offer cash refunds (s) on custom-made Physical products.

We will refund all returns meeting these conditions within 14 days, to the original payment PayPal, Credit Card or a bank account.

Late or missing refunds

Although delays with refunds processing might happen anywhere along the line, feel free to contact us as soon as you have any questions about your refund.

Sale, Free or Promotional items

Only regular-priced items may be refunded. Sale, Free or Promotional items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@accucities.com and send your item to: AccuCities, 31-35 Kirby Street, EC1N 8TE, London, United Kingdom.

Shipping returns

To return your product, you should mail your product to: AccuCities, 31-35 Kirby Street, EC1N 8TE, London, United Kingdom.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

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