Refund Policy

This Refund Policy describes the conditions under which you may request a monetary refund for digital technical products (LiDAR meshes, DTMs, CAD extractions) processed and purchased through hartilidar.eu.

1. Eligibility for Refund

Due to the irrevocable nature of digital geospatial files once delivered and downloaded, we consider refunds only under the following exceptional circumstances:

• Irrecoverable files due to platform errors: If the provided files (.zip, .las, .dxf) download corrupted and our technical team is unable to provide working copies.
• Total discrepancy regarding the G.I.S. work order: If the final product completely differs from the contracted service (e.g., raster format when contour lines were required, or gross error in the agreed coordinate system).

2. Request Process

To initiate a formal claim procedure:

1. Initial Contact: Send a formal email to info@hartilidar.eu indicating the order reference number or invoice. Technically substantiate why the cartography is inoperable.
2. Expert Analysis: Our engineers will examine the metadata of the exported files within a maximum of 3 to 5 business days.
3. Approval: If the error is validated on our part, we will order the refund through the same digital payment system (transfer, card, Stripe) used. Reception times depend entirely on your issuing entity.

3. Exclusions

• Completed downloads where the dissatisfaction stems from an order error by the client (e.g., selecting incorrect coordinates when requesting a territorial crop).
• Inability of the user's computer or inexperience in using the destination software (such as ignoring the Command Projection settings in AutoCAD / QGIS). We recommend reading our technical blog before importing large LiDAR meshes.
• We do not recover data lost locally by the client after the delivery of the point cloud.