Public beta · Policy draft
Refund & Deep Analysis Credit Policy
Not yet effective. Owner details and legal review must be completed before launch.
$20 · Four Deep Analyses
Each one-time pack adds four credits to your household’s shared balance. There is no subscription, automatic renewal or scheduled credit expiration. Credits are not cash and cannot be redeemed for cash.
No voluntary refunds
Purchases are final and non-refundable, including unused credits, except where applicable law requires a refund. This does not limit mandatory consumer rights. Digital-service cancellation and consent requirements must be reviewed for the launch jurisdictions.
When a credit is used
One credit unlocks one home for your household. Opening the same unlocked home again, refreshing its research, a price change or a co-buyer viewing it does not use another credit. Credits cannot be spent by an unrelated household or an agent on your behalf.
Failed analysis is a credit return, not a cash refund
If a run fails without delivering a usable household analysis, its attached credit is restored automatically. The balance and restored unlock are recorded so retries do not receive duplicate credits. Partial research with a saved Decision Brief and clearly disclosed unknowns is a delivered analysis; missing comparable sales alone does not mean the analysis failed.
Payment issues and legally required refunds
A canceled, declined or unfinished unpaid checkout does not grant credits. Paid checkout verification and webhook confirmation share the same purchase identifier so duplicate notifications do not add another pack. If Stripe confirms a refund, HomeUnderstood records it and reverses the corresponding purchased credits cumulatively. Existing unlocked analyses are retained; if those credits have already been spent, the balance may become negative and must be replenished before unlocking another home. Partial refunds reverse proportional whole credits, rounded down, with a full refund reversing all four.
Need help?
Use Customer Support for a missing pack, unexpected balance, failed analysis or mandatory-rights request. Provide the home and purchase reference, not card numbers or passwords. Response timeframes and closure handling are pending owner approval.