Refund Policy

SurgeryViz now provides complete reports free with email. This policy remains available only for historical one-time purchases made before August 13, 2026.

The goal of this policy is to resolve billing mistakes and true service failures quickly while recognizing that digital goods cannot always be returned once delivered.

Refunds may be approved when SurgeryViz determines that a payment problem or platform-side failure prevented the customer from receiving the purchased product in a usable way.

• You were charged more than once for the same run or order.
• You paid successfully but the purchased report was never delivered and support cannot restore access within a reasonable time.
• A technical issue on SurgeryViz side made the purchased output unavailable and no replacement or correction can be provided.
• A refund is otherwise required under applicable law.

Refunds are generally not issued when the purchased digital output was delivered as described and the request is based on preference, disagreement with the simulation, or issues caused by the uploaded photo rather than a platform malfunction.

• You changed your mind after the report or unlocked result was successfully delivered.
• You dislike the aesthetic direction, language, or usefulness of the preview after delivery.
• Lighting, angle, expression, or image quality in the uploaded photo reduced the quality of the output.
• You no longer need the service after purchase or decided not to pursue treatment.

If you believe a charge is unauthorized or duplicated, contact support before opening a card dispute whenever possible. That gives SurgeryViz a chance to correct legitimate billing mistakes faster and preserve access to the affected run while the issue is investigated.

SurgeryViz may suspend account or run access while a chargeback or fraud review is pending.

Apple processes purchases made inside the SurgeryViz iOS app. Apple controls billing, purchase history, and refund decisions for those transactions, so iOS refund requests must be submitted through Apple’s Report a Problem service.

SurgeryViz support can help investigate a missing report or match an Apple transaction to an assessment, but cannot issue an Apple refund directly.

Email support@surgeryviz.com with the purchase email address, approximate charge date, and a short description of the problem. Include screenshots or error details if you have them so the issue can be investigated efficiently.

Most support requests receive an initial response within 1 to 2 business days. Refund decisions may require verification of the purchase, review of delivery logs, and confirmation that the issue was not caused by customer-provided content.