Cancellation, Refund & Recapture Policy

This policy is part of the Customer Terms of Service. It explains what happens when a Mission is cancelled, cannot be flown, or needs a recapture. Amounts are calculated by the platform from recorded facts: the time of cancellation, the scheduled window, consent records, and the time the Pilot recorded starting travel in the app. Neither the customer nor the Pilot chooses the outcome.

Business days. A business day is Monday through Friday, excluding U.S. federal holidays, counted in U.S. Central Time (America/Chicago). For example, the first business day after a Friday is the following Monday, or Tuesday if that Monday is a federal holiday.

Trip charge. Where this policy keeps $75, that amount is a fixed trip charge. It reflects the cost of a Pilot's travel to the property, which varies by Pilot and cannot be measured precisely in advance. It is not a penalty.

1. Requests outside coverage

A request for an address outside current coverage is never charged. No payment is collected unless you complete checkout for a Mission.

2. Customer cancellation

You may cancel a paid Mission from your Mission page. Before you confirm, the platform shows what will be refunded.

• More than 24 hours before the start of the scheduled window, or if the Mission has no scheduled date: the full amount paid is refunded.
• Within 24 hours of the start of the scheduled window, before the Pilot has started travel: Company keeps $25 and refunds the rest.
• After the Pilot has started travel, is en route or has arrived: the $75 trip charge is kept, and the rest is refunded. For a $199 Mission, the refund is $124.

The amount kept never exceeds the amount paid. The scheduled window starts at 8:00 a.m. for "anytime" and "morning" requests and at 12:00 p.m. for "afternoon" requests, U.S. Central Time.

3. Consent and restricted locations

A Mission is offered to Pilots only after every consent and review its Mission Authorization requires is complete.

• Consent not recorded in time. Every required consent must be recorded at least 24 hours before the scheduled window starts. The first time one is missing, the Mission is rescheduled to a new window you choose, at no charge. The second time, the Mission is cancelled and the full amount paid is refunded.
• Consent declined or withdrawn before dispatch. The Mission is cancelled and the full amount paid is refunded.
• Multi-parcel sites. If any principal building purchased lacks recorded consent by the deadline, the Mission is cancelled and the full amount paid is refunded. Parcels other than principal buildings that lack consent are simply excluded, and the price is unchanged.
• Objection after dispatch. If an owner, occupant or principal objects after the Mission is offered to Pilots, the Mission is held and Company decides within 2 business days. If the Mission is cancelled, the full amount paid is refunded, unless the Pilot had already started travel, in which case the $75 trip charge is kept.
• Restricted location declined. If Company declines a Mission after its restricted-location review, the full amount paid is refunded.

4. Construction Progress 4-Pack

Each unfinished visit is treated as its own Mission for cancellation, with a share of $224.75 (the $899 package divided evenly across four visits). Completed visits are not refunded. If you withdraw consent, or do not confirm authority before a later visit within 30 days after its scheduled window, each remaining unflown visit is cancelled as if more than 24 hours before its window and its share is refunded.

5. Weather, airspace and safety stops

The Pilot, as remote pilot in command, may decide not to fly, or to stop a flight, because of weather, a temporary flight restriction, airspace restrictions, an FAA authorization that is not available, or another safety reason. When that happens:

• The Mission is rescheduled. You are not charged anything more, and your payment stays as a credit on the same Mission.
• If the Pilot had started travel or arrived, any amount owed to the Pilot for that trip is Company's own cost. It is not charged to you.
• If rescheduling is not practicable within 30 days, Company cancels the Mission and refunds the full amount paid.

6. Access problems caused by the customer

If the Pilot, after starting travel, cannot perform all or part of the Mission because of a problem on the customer's side (for example a locked gate, a wrong address, missing property permission or an undisclosed restriction), the result depends on whether the Pilot nevertheless captured a usable majority.

A usable majority means the completion standard in section 8.5 is met: at least 75% of the service's required items are accounted for, and every critical item is either a usable file or an unable-to-capture item that Company has accepted. Items outside the Mission boundary are not required items. An access problem does not by itself make an item unable to capture.

• If the usable majority is met: the Mission goes through normal quality review and is completed and delivered. Nothing is refunded for the access problem. Items missed because of it may be ordered as a new Mission.
• If the usable majority is not met: the Mission is not completed. The $75 trip charge is kept, and the rest is refunded. You may instead ask, within 5 business days, to apply the remaining amount as a credit to a rescheduled Mission at the same property.

7. When Company cannot perform

If the assigned Pilot withdraws or does not appear, Company returns the Mission to dispatch and tries to assign another Pilot or reschedule. A Pilot's withdrawal does not by itself trigger a refund. If Company cannot provide the purchased service within a reasonable rescheduled time for reasons not caused by the customer or by weather, airspace or safety, Company cancels the Mission and refunds the full amount paid. Company is not liable for delay damages beyond that refund.

8. Deliverables problems and recapture

8.1 Reporting a problem. You may report a problem with delivered files from your Mission page within 5 business days after the files are delivered to you. Reports after that window are still reviewed, but they are not eligible for a no-charge recapture. This window affects only the no-charge recapture; it does not limit any other right you have.

8.2 When a no-charge recapture applies. A recapture applies when, because of an error by the Pilot or by Company, a critical item is missing or unusable and no valid unable-to-capture reason applies, or fewer than 75% of the required items are accounted for and the Mission was reasonably flyable. Examples include the wrong property, an unreadable critical facade, sign or roof view, or a required video that will not play.

8.3 What is not a recapture. New angles or instructions after the flight, preferred lighting, foliage, conditions that were not visible, additional buildings or parcels not purchased or not consented, privacy blurring the Terms require, and a correct safety or legal stop are not recaptures. They may be ordered as a new Mission.

8.4 What a recapture involves. The Pilot recaptures and resubmits the affected items, and they are reviewed again before delivery. You are not charged for a recapture. Your report does not by itself create a refund, a credit or any obligation for the Pilot.

8.5 If a recapture cannot be completed. The completion standard requires every critical item to be delivered usable or validly marked unable to capture, at least 75% of the required items to be accounted for, the files to be reviewed, and the Pilot's airworthiness determination to be on file. When recaptured deliverables still fall short, Company records one of these outcomes, and only these:

(a) Complete the Mission, but only if the deliverables as reviewed now meet the completion standard. (b) One additional recapture, if another flight is practical within 30 days. At most one additional attempt is made after a failed recapture. (c) A partial refund, where usable work exists but the package still does not meet the completion standard. The refund equals the price paid multiplied by the share of required items not delivered as usable files or accepted unable-to-capture items, rounded up to the nearest dollar, and is never less than 25% of the price. The usable files are delivered and the Mission is closed. (d) A full refund, where there is no materially usable deliverable package. The Mission is closed.

You do not choose among these outcomes, and a problem report does not by itself select one.

8.6 Later privacy action. If imagery is later blurred, restricted or deleted under the Privacy Policy's imagery privacy process, that action does not reopen completion and does not create a refund or recapture.

9. Refunds and chargebacks

Refunds go to the original payment method through Stripe. Processing times depend on your card issuer. If you charge back a payment after conforming deliverables were delivered, Customer Terms of Service section 6 applies: your license to that Mission's files is suspended until the dispute is resolved, and Company may suspend your account. Company responds to every chargeback with the Mission's records.

10. No other fees

Company does not charge recapture fees, mileage or travel surcharges, or expedite fees. Company does not charge any amount under this policy except by keeping part of a payment you already made.