Refund & Returns Policy

1. No Refunds on BuildLens Reports Once Downloaded

Because BuildLens reports are:

• produced uniquely for each customer,
• based on customer-supplied drawings, plans and information, and
• generated using analysis that cannot be “returned,”

we cannot offer refunds once the report has been downloaded.

Before downloading your report, you will be asked to confirm that:

“I accept the BuildLens Terms and Conditions, consent to the download of my personalised BuildLens report, and acknowledge that I waive my right to cancel once I initiate the download.”

Once you accept these terms and initiate the download, the sale is final.

This complies with UK law under the Consumer Contracts Regulations (Digital Content Exemption).

2. When Refunds May Be Possible

Refunds may be considered only if:

A. A report has not yet been generated

If you purchased a report but have not yet uploaded your plans or project details, you may request a refund within 14 days of purchase.

B. A technical error prevented delivery

If BuildLens fails to produce your report due to a technical issue on our side, and we are unable to resolve the issue within a reasonable period, a full refund may be issued.

C. A duplicate order was placed by mistake

If you accidentally purchased the same product twice, contact us within 48 hours.

These are the only scenarios where refunds are available.

3. Reports Cannot Be Refunded If:

• You uploaded incorrect plans or the wrong files
• Your plans were incomplete or unclear
• You changed your mind about the renovation
• A third party’s independent assessment differs from the report analysis
• You were unhappy with the estimated affordability or outcomes
• You disagree with the project cost results
• You expected a different scope or different content than outlined in our sample reports
• You have downloaded or accessed the report (regardless of whether you later used it)

Because BuildLens reports are made-to-order digital analysis products, these situations do not qualify for refunds.

4. What Happens After You Pay

• Purchase the report on the BuildLens website
• Complete the upload funnel:
  • project details
  • architectural plans or estate agent floor plan
  • optional notes
• BuildLens generates a custom, data-driven report
• You receive a download link by email
• Review and accept the BuildLens Terms and Conditions on the download page. Your right to cancel ends when you accept these terms and initiate the download

This ensures full compliance with UK digital content regulations.

5. Incorrect or Missing Uploads

It is the customer’s responsibility to ensure all documents uploaded are:

• Legible
• Complete
• Correct
• In the supported formats (PDF, PNG, JPEG, etc.)

If uploaded files are incorrect and we generate the report based on what was provided, this does not qualify for a refund.

If you realise you uploaded the wrong file, contact us immediately before the report is generated.

6. BuildLens Planner, Library Products & Templates

For digital products such as:

• BuildLens Project Planner
• Library guides
• Templates
• Checklists
• Download-only products

These are non-refundable once downloaded, as they are digital goods. If you have not accessed or downloaded the product, refunds may be considered within 14 days.

7. How to Request a Refund (Eligible Cases Only)

Email: hello@buildlens.ai
Subject: Refund Request

Include:

• Your name
• Order number
• Email address associated with purchase
• Reason for request

We will review within 3–5 working days.

8. Contact Us

BuildLens AI Ltd
201 Borough High Street, London SE1 1JA
Email: hello@buildlens.ai