{"id":27564073,"date":"2026-02-03T13:32:59","date_gmt":"2026-02-03T13:32:59","guid":{"rendered":"https:\/\/immertwin.com\/?page_id=27564073"},"modified":"2026-04-27T16:05:17","modified_gmt":"2026-04-27T16:05:17","slug":"sales-policies","status":"publish","type":"page","link":"https:\/\/immertwin.com\/en\/legal\/sales-policies\/","title":{"rendered":"Sales and Refunds Policy"},"content":{"rendered":"\n[et_pb_section fb_built=&#8221;1&#8243; admin_label=&#8221;section&#8221; _builder_version=&#8221;4.27.4&#8243; custom_margin=&#8221;0px||0px||false|false&#8221; custom_padding=&#8221;0px||0px||false|false&#8221; da_disable_devices=&#8221;off|off|off&#8221; global_colors_info=&#8221;{}&#8221; theme_builder_area=&#8221;post_content&#8221; da_is_popup=&#8221;off&#8221; da_exit_intent=&#8221;off&#8221; da_has_close=&#8221;on&#8221; da_alt_close=&#8221;off&#8221; da_dark_close=&#8221;off&#8221; da_not_modal=&#8221;on&#8221; da_is_singular=&#8221;off&#8221; da_with_loader=&#8221;off&#8221; da_has_shadow=&#8221;on&#8221;][et_pb_row admin_label=&#8221;row&#8221; _builder_version=&#8221;4.27.4&#8243; background_size=&#8221;initial&#8221; background_position=&#8221;top_left&#8221; background_repeat=&#8221;repeat&#8221; custom_margin=&#8221;10px||0px||false|false&#8221; custom_padding=&#8221;0px||0px||false|false&#8221; global_colors_info=&#8221;{}&#8221; theme_builder_area=&#8221;post_content&#8221;][et_pb_column type=&#8221;4_4&#8243; _builder_version=&#8221;4.16&#8243; custom_padding=&#8221;|||&#8221; global_colors_info=&#8221;{}&#8221; custom_padding__hover=&#8221;|||&#8221; theme_builder_area=&#8221;post_content&#8221;][et_pb_text _builder_version=&#8221;4.27.4&#8243; _module_preset=&#8221;default&#8221; global_colors_info=&#8221;{}&#8221; theme_builder_area=&#8221;post_content&#8221;]<h2 data-start=\"0\" data-end=\"34\">Sales and Refunds Policy &#8211; ImmerTwin\u2122<\/h2>\n<p data-start=\"47\" data-end=\"120\"><strong data-start=\"47\" data-end=\"66\">Effective date:<\/strong> 01 February 2026<br data-start=\"83\" data-end=\"86\" \/><strong data-start=\"86\" data-end=\"103\">Last updated:<\/strong> 01 February 2026<\/p>\n<p data-start=\"122\" data-end=\"542\">This Sales and Refunds Policy explains how purchases, deposits, cancellations, rescheduling, and refunds work for services provided by <strong data-start=\"257\" data-end=\"298\"><span class=\"hover:entity-accent entity-underline inline cursor-pointer align-baseline\"><span class=\"whitespace-normal\">ImmerTwin SARL<\/span><\/span><\/strong> (\u201cImmerTwin\u201d, \u201cwe\u201d, \u201cus\u201d). It applies to bookings made via email, invoice, quote acceptance, or any other written agreement, and to services delivered in connection with our Website (<strong data-start=\"482\" data-end=\"499\">immertwin.com<\/strong>) and Tours Site (<strong data-start=\"517\" data-end=\"540\">tours.immertwin.com<\/strong>).<\/p>\n<p data-start=\"544\" data-end=\"578\">Contact: <strong data-start=\"553\" data-end=\"578\"><a data-start=\"555\" data-end=\"576\" class=\"decorated-link cursor-pointer\" rel=\"noopener\">contact@immertwin.com<span aria-hidden=\"true\" class=\"ms-0.5 inline-block align-middle leading-none\"><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"20\" height=\"20\" aria-hidden=\"true\" data-rtl-flip=\"\" class=\"block h-[0.75em] w-[0.75em] stroke-current stroke-[0.75]\"><use href=\"\/cdn\/assets\/sprites-core-c9exbsc1.svg#304883\" fill=\"currentColor\"><\/use><\/svg><\/span><\/a><\/strong><\/p>\n<hr data-start=\"580\" data-end=\"583\" \/>\n<h3 data-start=\"585\" data-end=\"604\">1) What we sell<\/h3>\n<p data-start=\"605\" data-end=\"675\">We provide professional services including (depending on the project):<\/p>\n<ul data-start=\"676\" data-end=\"931\">\n<li data-start=\"676\" data-end=\"736\">\n<p data-start=\"678\" data-end=\"736\">on-site capture (360\u00b0 \/ 3D capture and related site work),<\/p>\n<\/li>\n<li data-start=\"737\" data-end=\"827\">\n<p data-start=\"739\" data-end=\"827\">production and configuration (tour setup, menus, hotspots, labels, content integration),<\/p>\n<\/li>\n<li data-start=\"828\" data-end=\"871\">\n<p data-start=\"830\" data-end=\"871\">delivery of agreed exports (if included),<\/p>\n<\/li>\n<li data-start=\"872\" data-end=\"931\">\n<p data-start=\"874\" data-end=\"931\">publishing\/hosting support and maintenance (if included).<\/p>\n<\/li>\n<\/ul>\n<p data-start=\"933\" data-end=\"1028\">Your quote\/invoice and\/or Client Agreement defines scope, deliverables, timelines, and pricing.<\/p>\n<hr data-start=\"1030\" data-end=\"1033\" \/>\n<h3 data-start=\"1035\" data-end=\"1067\">2) Pricing, quotes and taxes<\/h3>\n<ul data-start=\"1068\" data-end=\"1284\">\n<li data-start=\"1068\" data-end=\"1165\">\n<p data-start=\"1070\" data-end=\"1165\">Quotes are valid for the period stated on the quote (or, if not stated, a reasonable period).<\/p>\n<\/li>\n<li data-start=\"1166\" data-end=\"1230\">\n<p data-start=\"1168\" data-end=\"1230\">Prices are shown exclusive of taxes unless stated otherwise.<\/p>\n<\/li>\n<li data-start=\"1231\" data-end=\"1284\">\n<p data-start=\"1233\" data-end=\"1284\">Any applicable taxes will be shown on your invoice.<\/p>\n<\/li>\n<\/ul>\n<hr data-start=\"1286\" data-end=\"1289\" \/>\n<h3 data-start=\"1291\" data-end=\"1318\">3) How to order and pay<\/h3>\n<p data-start=\"1319\" data-end=\"1371\">A booking\/order is confirmed when we receive either:<\/p>\n<ul data-start=\"1372\" data-end=\"1482\">\n<li data-start=\"1372\" data-end=\"1446\">\n<p data-start=\"1374\" data-end=\"1446\">written acceptance of a quote (email confirmation is sufficient), and\/or<\/p>\n<\/li>\n<li data-start=\"1447\" data-end=\"1482\">\n<p data-start=\"1449\" data-end=\"1482\">payment of an invoice or deposit.<\/p>\n<\/li>\n<\/ul>\n<p data-start=\"1484\" data-end=\"1557\">We may not schedule or start work until any required deposit is received.<\/p>\n<hr data-start=\"1559\" data-end=\"1562\" \/>\n<h3 data-start=\"1564\" data-end=\"1604\">4) Deposits and booking reservations<\/h3>\n<p data-start=\"1605\" data-end=\"1838\">We may require a deposit to reserve a date and allocate staff\/contractor and production time. Deposits (and any cancellation terms) are stated on your quote\/invoice. Unless stated otherwise, deposits are applied to the final invoice.<\/p>\n<hr data-start=\"1840\" data-end=\"1843\" \/>\n<h3 data-start=\"1845\" data-end=\"1905\">5) Cancellations by the client (before the capture date)<\/h3>\n<p data-start=\"1906\" data-end=\"2073\">Because our services reserve time, staff\/contractors, and logistics, cancellation fees may apply. Unless your Client Agreement states otherwise, the following applies:<\/p>\n<h4 data-start=\"2075\" data-end=\"2151\">A) Cancellation <strong data-start=\"2096\" data-end=\"2117\">more than 21 days<\/strong> before the scheduled capture date<\/h4>\n<ul data-start=\"2152\" data-end=\"2364\">\n<li data-start=\"2152\" data-end=\"2364\">\n<p data-start=\"2154\" data-end=\"2191\">Any deposit is <strong data-start=\"2169\" data-end=\"2183\">refundable<\/strong>, minus:<\/p>\n<ul data-start=\"2194\" data-end=\"2364\">\n<li data-start=\"2194\" data-end=\"2270\">\n<p data-start=\"2196\" data-end=\"2270\">any work already performed\/delivered (planning, admin, configuration), and<\/p>\n<\/li>\n<li data-start=\"2273\" data-end=\"2364\">\n<p data-start=\"2275\" data-end=\"2364\">any non-recoverable costs already incurred specifically for your project (if applicable).<\/p>\n<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<h4 data-start=\"2366\" data-end=\"2447\">B) Cancellation <strong data-start=\"2387\" data-end=\"2413\">between 14 and 21 days<\/strong> before the scheduled capture date<\/h4>\n<ul data-start=\"2448\" data-end=\"2649\">\n<li data-start=\"2448\" data-end=\"2649\">\n<p data-start=\"2450\" data-end=\"2555\">Deposit is <strong data-start=\"2461\" data-end=\"2485\">partially refundable<\/strong> (amount depends on work already performed and costs incurred), minus:<\/p>\n<ul data-start=\"2558\" data-end=\"2649\">\n<li data-start=\"2558\" data-end=\"2601\">\n<p data-start=\"2560\" data-end=\"2601\">any work already performed\/delivered, and<\/p>\n<\/li>\n<li data-start=\"2604\" data-end=\"2649\">\n<p data-start=\"2606\" data-end=\"2649\">any non-recoverable costs already incurred.<\/p>\n<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<h4 data-start=\"2651\" data-end=\"2747\">C) Cancellation <strong data-start=\"2672\" data-end=\"2693\">less than 14 days<\/strong> before the scheduled capture date (late cancellation)<\/h4>\n<ul data-start=\"2748\" data-end=\"3081\">\n<li data-start=\"2748\" data-end=\"2780\">\n<p data-start=\"2750\" data-end=\"2780\">Deposit is <strong data-start=\"2761\" data-end=\"2779\">non-refundable<\/strong>.<\/p>\n<\/li>\n<li data-start=\"2781\" data-end=\"3081\">\n<p data-start=\"2783\" data-end=\"2884\">In addition, because travel is included within the scan price and logistics may already be committed:<\/p>\n<ul data-start=\"2887\" data-end=\"3081\">\n<li data-start=\"2887\" data-end=\"2961\">\n<p data-start=\"2889\" data-end=\"2961\">the <strong data-start=\"2893\" data-end=\"2913\">travel component<\/strong> of the scan cost may be charged\/retained, and<\/p>\n<\/li>\n<li data-start=\"2964\" data-end=\"3081\">\n<p data-start=\"2966\" data-end=\"3081\">an <strong data-start=\"2969\" data-end=\"2987\">additional fee<\/strong> may be charged to reflect <strong data-start=\"3014\" data-end=\"3054\">allocated staff\/contractor scan time<\/strong> reserved for your project.<\/p>\n<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p data-start=\"3083\" data-end=\"3188\">If work has already started, we may invoice for time spent and any recoverable costs, even if you cancel.<\/p>\n<hr data-start=\"3190\" data-end=\"3193\" \/>\n<h3 data-start=\"3195\" data-end=\"3228\">6) Rescheduling by the client<\/h3>\n<p data-start=\"3229\" data-end=\"3289\">Rescheduling is subject to availability and may incur a fee.<\/p>\n<ul data-start=\"3291\" data-end=\"3694\">\n<li data-start=\"3291\" data-end=\"3489\">\n<p data-start=\"3293\" data-end=\"3489\">Rescheduling fees are <strong data-start=\"3315\" data-end=\"3349\">at the discretion of ImmerTwin<\/strong> and are typically <strong data-start=\"3368\" data-end=\"3405\">around 10% of the total scan cost<\/strong>, but may vary depending on notice, project complexity, and costs already committed.<\/p>\n<\/li>\n<li data-start=\"3490\" data-end=\"3694\">\n<p data-start=\"3492\" data-end=\"3694\">If rescheduling occurs <strong data-start=\"3515\" data-end=\"3536\">less than 14 days<\/strong> before the scheduled capture date, travel\/logistics and allocated staff\/contractor time may already be committed; in such cases additional charges may apply.<\/p>\n<\/li>\n<\/ul>\n<hr data-start=\"3696\" data-end=\"3699\" \/>\n<h3 data-start=\"3701\" data-end=\"3745\">7) Cancellations or changes by ImmerTwin<\/h3>\n<p data-start=\"3746\" data-end=\"4078\">If we need to reschedule due to circumstances beyond our control (e.g., illness, equipment issues, safety\/access restrictions), we will offer an alternative date.<br data-start=\"3908\" data-end=\"3911\" \/>If we cannot deliver within a reasonable timeframe and you do not wish to reschedule, you may request a refund of amounts paid for <strong data-start=\"4042\" data-end=\"4057\">undelivered<\/strong> services, excluding:<\/p>\n<ul data-start=\"4079\" data-end=\"4210\">\n<li data-start=\"4079\" data-end=\"4118\">\n<p data-start=\"4081\" data-end=\"4118\">work already performed\/delivered, and<\/p>\n<\/li>\n<li data-start=\"4119\" data-end=\"4210\">\n<p data-start=\"4121\" data-end=\"4210\">non-recoverable third-party costs incurred specifically for your project (if applicable).<\/p>\n<\/li>\n<\/ul>\n<hr data-start=\"4212\" data-end=\"4215\" \/>\n<h3 data-start=\"4217\" data-end=\"4247\">8) Refunds (general rules)<\/h3>\n<h4 data-start=\"4248\" data-end=\"4301\">A) Services already delivered are not refundable<\/h4>\n<p data-start=\"4302\" data-end=\"4566\">Once a service has been performed or deliverables have been provided (capture completed, tour delivered\/published, exports delivered), it is generally not eligible for a refund, except where required by law or where we have failed to deliver the service as agreed.<\/p>\n<h4 data-start=\"4568\" data-end=\"4621\">B) Non-refundable items (unless required by law)<\/h4>\n<ul data-start=\"4622\" data-end=\"4897\">\n<li data-start=\"4622\" data-end=\"4651\">\n<p data-start=\"4624\" data-end=\"4651\">completed capture sessions,<\/p>\n<\/li>\n<li data-start=\"4652\" data-end=\"4694\">\n<p data-start=\"4654\" data-end=\"4694\">completed production\/configuration work,<\/p>\n<\/li>\n<li data-start=\"4695\" data-end=\"4736\">\n<p data-start=\"4697\" data-end=\"4736\">bespoke deliverables already delivered,<\/p>\n<\/li>\n<li data-start=\"4737\" data-end=\"4812\">\n<p data-start=\"4739\" data-end=\"4812\">non-recoverable third-party fees purchased specifically for your project,<\/p>\n<\/li>\n<li data-start=\"4813\" data-end=\"4897\">\n<p data-start=\"4815\" data-end=\"4897\">late-cancellation charges and rescheduling fees (where applied under this policy).<\/p>\n<\/li>\n<\/ul>\n<h4 data-start=\"4899\" data-end=\"4920\">C) Refund method<\/h4>\n<p data-start=\"4921\" data-end=\"5016\">Approved refunds are issued to the original payment method where possible, or by bank transfer.<\/p>\n<hr data-start=\"5018\" data-end=\"5021\" \/>\n<h3 data-start=\"5023\" data-end=\"5094\">9) Digital content, custom work and right of withdrawal (EU\/France)<\/h3>\n<p data-start=\"5095\" data-end=\"5391\">Many ImmerTwin deliverables are customised and\/or constitute digital content. Where consumer withdrawal rights apply, they may be limited once performance begins (especially for customised services\/digital content). If relevant, we may request written confirmation for early commencement of work.<\/p>\n<hr data-start=\"5393\" data-end=\"5396\" \/>\n<h3 data-start=\"5398\" data-end=\"5438\">10) Issues, defects, and corrections<\/h3>\n<p data-start=\"5439\" data-end=\"5710\">If you believe deliverables do not match the agreed scope, contact <strong data-start=\"5506\" data-end=\"5531\"><a data-start=\"5508\" data-end=\"5529\" class=\"decorated-link cursor-pointer\" rel=\"noopener\">contact@immertwin.com<span aria-hidden=\"true\" class=\"ms-0.5 inline-block align-middle leading-none\"><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"20\" height=\"20\" aria-hidden=\"true\" data-rtl-flip=\"\" class=\"block h-[0.75em] w-[0.75em] stroke-current stroke-[0.75]\"><use href=\"\/cdn\/assets\/sprites-core-c9exbsc1.svg#304883\" fill=\"currentColor\"><\/use><\/svg><\/span><\/a><\/strong> within <strong data-start=\"5539\" data-end=\"5550\">14 days<\/strong> of delivery (or the timeframe in your Client Agreement). We will correct issues within scope where appropriate. Out-of-scope requests may be quoted separately.<\/p>\n<hr data-start=\"5712\" data-end=\"5715\" \/>\n<h3 data-start=\"5717\" data-end=\"5757\">11) Chargebacks and payment disputes<\/h3>\n<p data-start=\"5758\" data-end=\"5982\">If you have a billing concern, contact us first so we can resolve it quickly. Unjustified chargebacks may result in suspension of deliverables\/access until resolved, and amounts may remain payable under the Client Agreement.<\/p>\n<hr data-start=\"5984\" data-end=\"5987\" \/>\n<h3 data-start=\"5989\" data-end=\"6019\">12) Changes to this policy<\/h3>\n<p data-start=\"6020\" data-end=\"6119\">We may update this policy from time to time. The \u201cLast updated\u201d date indicates the current version.<\/p>[\/et_pb_text][\/et_pb_column][\/et_pb_row][\/et_pb_section]\n","protected":false},"excerpt":{"rendered":"<p>Sales and Refunds Policy &#8211; ImmerTwin\u2122 Effective date: 01 February 2026Last updated: 01 February 2026 This Sales and Refunds Policy explains how purchases, deposits, cancellations, rescheduling, and refunds work for services provided by ImmerTwin SARL (\u201cImmerTwin\u201d, \u201cwe\u201d, \u201cus\u201d). It applies to bookings made via email, invoice, quote acceptance, or any other written agreement, and to [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":27564081,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_et_pb_use_builder":"on","_et_pb_old_content":"","_et_gb_content_width":"","_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"_uf_show_specific_survey":0,"_uf_disable_surveys":false,"footnotes":""},"dipi_cpt_category":[106],"class_list":["post-27564073","page","type-page","status-publish","hentry","dipi_cpt_category-legal"],"aioseo_notices":[],"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/immertwin.com\/en\/wp-json\/wp\/v2\/pages\/27564073","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/immertwin.com\/en\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/immertwin.com\/en\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/immertwin.com\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/immertwin.com\/en\/wp-json\/wp\/v2\/comments?post=27564073"}],"version-history":[{"count":8,"href":"https:\/\/immertwin.com\/en\/wp-json\/wp\/v2\/pages\/27564073\/revisions"}],"predecessor-version":[{"id":27564096,"href":"https:\/\/immertwin.com\/en\/wp-json\/wp\/v2\/pages\/27564073\/revisions\/27564096"}],"up":[{"embeddable":true,"href":"https:\/\/immertwin.com\/en\/wp-json\/wp\/v2\/pages\/27564081"}],"wp:attachment":[{"href":"https:\/\/immertwin.com\/en\/wp-json\/wp\/v2\/media?parent=27564073"}],"wp:term":[{"taxonomy":"dipi_cpt_category","embeddable":true,"href":"https:\/\/immertwin.com\/en\/wp-json\/wp\/v2\/dipi_cpt_category?post=27564073"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}