01 · DELIVERY
Reports remain recoverable
After successful payment confirmation, Home Pulse creates a report entitlement for your account and stores a report snapshot. You can return to the Reports section and download it again. Closing the browser or an interrupted first download does not remove your access.
02 · NO SUCCESSFUL PAYMENT
Cancelled and failed checkouts
If checkout is cancelled or payment fails, no paid report entitlement is issued. A pending order does not count as a completed purchase.
03 · REQUESTING SUPPORT
No automatic or self-service refunds
Customers can request a review through Customer support or by email at support@homepulse.ae. Include the account email, Home Pulse order identifier and a clear description of the issue. Submitting a request does not guarantee approval; Home Pulse reviews the order, payment, report delivery and supporting evidence before a decision is made.
04 · TECHNICAL FAILURE
We restore access first
If payment succeeds but Home Pulse cannot make the purchased report available within a reasonable period, contact support. We will restore access or regenerate the report where possible. If delivery cannot be completed, Home Pulse may ask Dodo Payments, the merchant of record, to refund the payment after the support review.
05 · DUPLICATE OR INCORRECT CHARGE
Investigated promptly
Report a duplicate or incorrect charge as soon as possible through one of the support channels above. Confirmed duplicate charges will be refunded to the original payment method. Provider and bank processing times may apply after a refund is issued.
06 · DIGITAL REPORTS
Requests after access
Because a report is a digital product prepared for the property information submitted, downloading or accessing it and then changing your mind does not automatically qualify the order for a refund. We will still review genuine issues fairly, especially where the delivered report is materially incomplete, corrupted or inconsistent with the purchased description. Mandatory consumer rights always remain unaffected.