Sales and Refunds Policy – ImmerTwin™

Effective date: 01 February 2026
Last updated: 01 February 2026

This Sales and Refunds Policy explains how purchases, deposits, cancellations, rescheduling, and refunds work for services provided by ImmerTwin SARL (“ImmerTwin”, “we”, “us”). It applies to bookings made via email, invoice, quote acceptance, or any other written agreement, and to services delivered in connection with our Website (immertwin.com) and Tours Site (tours.immertwin.com).

Contact: contact@immertwin.com

1) What we sell

We provide professional services including (depending on the project):

• on-site capture (360° / 3D capture and related site work),

• production and configuration (tour setup, menus, hotspots, labels, content integration),

• delivery of agreed exports (if included),

• publishing/hosting support and maintenance (if included).

Your quote/invoice and/or Client Agreement defines scope, deliverables, timelines, and pricing.

2) Pricing, quotes and taxes

• Quotes are valid for the period stated on the quote (or, if not stated, a reasonable period).

• Prices are shown exclusive of taxes unless stated otherwise.

• Any applicable taxes will be shown on your invoice.

3) How to order and pay

A booking/order is confirmed when we receive either:

• written acceptance of a quote (email confirmation is sufficient), and/or

• payment of an invoice or deposit.

We may not schedule or start work until any required deposit is received.

4) Deposits and booking reservations

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.

5) Cancellations by the client (before the capture date)

Because our services reserve time, staff/contractors, and logistics, cancellation fees may apply. Unless your Client Agreement states otherwise, the following applies:

A) Cancellation more than 21 days before the scheduled capture date

• Any deposit is refundable, minus:

  • any work already performed/delivered (planning, admin, configuration), and

  • any non-recoverable costs already incurred specifically for your project (if applicable).

B) Cancellation between 14 and 21 days before the scheduled capture date

• Deposit is partially refundable (amount depends on work already performed and costs incurred), minus:

  • any work already performed/delivered, and

  • any non-recoverable costs already incurred.

C) Cancellation less than 14 days before the scheduled capture date (late cancellation)

• Deposit is non-refundable.

• In addition, because travel is included within the scan price and logistics may already be committed:

  • the travel component of the scan cost may be charged/retained, and

  • an additional fee may be charged to reflect allocated staff/contractor scan time reserved for your project.

If work has already started, we may invoice for time spent and any recoverable costs, even if you cancel.

6) Rescheduling by the client

Rescheduling is subject to availability and may incur a fee.

• Rescheduling fees are at the discretion of ImmerTwin and are typically around 10% of the total scan cost, but may vary depending on notice, project complexity, and costs already committed.

• If rescheduling occurs less than 14 days before the scheduled capture date, travel/logistics and allocated staff/contractor time may already be committed; in such cases additional charges may apply.

7) Cancellations or changes by ImmerTwin

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.
If we cannot deliver within a reasonable timeframe and you do not wish to reschedule, you may request a refund of amounts paid for undelivered services, excluding:

• work already performed/delivered, and

• non-recoverable third-party costs incurred specifically for your project (if applicable).

8) Refunds (general rules)

A) Services already delivered are not refundable

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.

B) Non-refundable items (unless required by law)

• completed capture sessions,

• completed production/configuration work,

• bespoke deliverables already delivered,

• non-recoverable third-party fees purchased specifically for your project,

• late-cancellation charges and rescheduling fees (where applied under this policy).

C) Refund method

Approved refunds are issued to the original payment method where possible, or by bank transfer.

9) Digital content, custom work and right of withdrawal (EU/France)

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.

10) Issues, defects, and corrections

If you believe deliverables do not match the agreed scope, contact contact@immertwin.com within 14 days 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.

11) Chargebacks and payment disputes

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.

12) Changes to this policy

We may update this policy from time to time. The “Last updated” date indicates the current version.