Refund Policy

Every report includes a proof overlay — a rendered clip showing exactly what was counted, with boxes, trails and a live counter. If the tracking quality shown in the overlay is unsatisfactory, contact us within 14 days of report delivery and we will, at your choice:

• re-process the footage (for example after a scene-setup fix), or
• refund the credits spent on that study to your wallet.

• Footage rejected before processing starts (unreadable file, not a video, over the duration limit) is never charged.
• If a study fails during processing and no report is produced, the credits deducted for it are returned to your wallet. If that does not happen automatically, contact us and we will restore them.

• Unused credit packs: refundable in full within 14 days of purchase if none of the minutes have been spent.
• Partially used packs: we refund the unused remainder pro-rata within the same 14-day window.
• EU consumers: you have a statutory 14-day right of withdrawal for online purchases. By starting a study you request immediate performance of the service for the minutes consumed and acknowledge that the withdrawal right lapses for that consumed part; the unused remainder stays refundable as above.

Subscription products (for example Broker Pro), where offered, can be cancelled at any time; cancellation takes effect at the end of the paid period, which stays usable in full. Statutory withdrawal rights for the first 14 days remain unaffected.

Email support@streetproof.app from your account email with the study or order reference. We respond within 2 business days. Wallet-credit refunds are immediate once approved; refunds to the original payment method are issued within 5–10 business days, depending on your bank.

• Disagreement with a report’s conclusions (benchmarks, projections, Location Score) when the underlying counting shown in the overlay is accurate — the report is decision-support, and clearly marks its confidence intervals and limitations.
• Footage quality problems we warned about before you started the study (QC flags such as subjects too small, low light, shaky camera) and you chose to proceed — though we will still look at genuine tracking failures case by case.
• Studies terminated for a breach of the Acceptable Use Policy.

Please contact us before disputing a charge with your bank — refunds via this policy are faster. Accounts with fraudulent chargebacks may be suspended. Nothing in this policy limits your statutory rights.