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New orders are temporarily paused

You cannot place a new order at the moment. Orders and revisions in progress will be completed as normal and your credits remain valid. Questions? Get in touch with us.

Refund and cancellation policy

Version 1.0, November 2026

Pending legal review

This text is complete and applies as published, but it is still being reviewed by a lawyer. If that review leads to changes that affect you, we will announce them in the way these documents describe for changes.

This policy sets out when you can cancel an order and when you get your money or credits back. It forms part of our terms and conditions. If the two conflict, the terms and conditions prevail.

We supply only to businesses. The statutory 14-day right of withdrawal for consumers in the EU and the UK therefore does not apply. What we offer instead is set out below.

In short

  • Cancel before any photo has been approved: you get everything back.
  • Delivered late: one credit back per late paid photo, automatically, or your money back for that photo if you ask within 30 days.
  • Walls, windows, doors, floors, ceilings or views changed: we redo the photo free of charge.
  • Not usable, and a revision does not fix it: your money or your credit back, as you choose, if you ask within the 60-day revision period.
  • A photo we cannot stage: we refund that photo.
  • Credits: valid for 12 months, not refundable once bought, except in the cases below.

Cancelling an order

You can ask us to cancel a paid order at hello@virtualhomestage.com as long as none of its photos has been approved. We then cancel it and refund in full: money to the original payment method, and credits and any free photo code back to your account.

Once a photo of the order has been approved or delivered, the order can no longer be cancelled. The guarantees below continue to apply.

An order that you never paid for does not need to be cancelled. Nothing is charged, and it is deleted with its photos after 90 days.

Late delivery

We deliver within 24 hours of confirmed payment, weekends included. If a paid photo is late, we automatically credit one credit for that photo, valid for 12 months, and tell you by email. The photo is still delivered.

If you prefer your money back for that photo, ask us within 30 days of that email and before you use the credit. We then refund the amount you paid for that photo and withdraw the credit.

This does not apply to free photos, to free orders we place on behalf of an agency, or to revisions.

A result that is not right

First ask for a revision in your account. Revisions are free for 60 days after the first delivery of the photo and are delivered within 12 hours.

If walls, windows, doors, floors, ceilings or views have changed in a result, we redo the photo free of charge, also after the 60 days.

If a result is not usable and a revision does not fix it, ask us at hello@virtualhomestage.com within the revision period. You then get your money back for that photo if you paid for it with money, or your credit back if you paid with a credit, or, if you prefer, a credit instead of money.

Photos we refuse

If we cannot stage a photo, for example because it is too dark, too small or an exterior, or because it would breach our terms, we tell you and refund what you paid for that photo, in the way you paid.

Credits and the office plan

Credits are valid for 12 months from purchase or grant, and expire after that. We remind you before they expire. Bought credits are not refundable and cannot be exchanged for money, except:

  • if we end the contract without a breach on your part, with 30 days' notice;
  • if you end the contract because you object to a change in our terms or to a new sub-processor;
  • if force majeure prevents us from delivering for more than 30 days.

In those cases we refund the value of your unused paid credits that are still valid, at the price you paid per credit. Credits granted for free or for a late delivery are not refunded in money.

The office plan follows the same rules. Its credits are added once the invoice is paid; an unpaid invoice can be cancelled by agreement before any of its credits has been used.

How refunds are paid

Contact us at hello@virtualhomestage.com with your order number, or reply to the email about your order. We confirm within five working days whether a refund applies.

We refund to the original payment method, in the currency you paid in, through Stripe. It then usually takes 5 to 10 working days for the amount to reach your account, depending on your bank. Credits are returned to your account straight away.

For a refund we issue a credit note, including any VAT charged on the original invoice.

Chargebacks

Please contact us before you start a chargeback or dispute with your bank. While a chargeback is open, we may suspend new orders and downloads for the order concerned.