Support

A real person reads every message. If something has gone wrong with a scan, say which property and roughly when — that is usually enough for us to find it.

Before you write in

Two things solve most reports, and both are quicker than waiting for us.

• Reload the page. The app updates often, and a phone holding an old copy is behind the fix.
• Check your signal. A walkthrough is a large video. If it has not finished uploading it stays saved on your phone and goes up on its own when the signal returns — nothing is lost.

Questions we are asked most

Is an RFPG report a survey or a valuation?

No, and it must not be used as one. RFPG produces an estimate and decision-support — not a RICS valuation, not a structural survey, and not financial, investment, tax or legal advice. Room sizes come from an AI reading your walkthrough, and they carry a margin of error. For anything you are borrowing against or buying on, instruct a qualified surveyor.

Does the app measure my rooms with a laser or LiDAR?

No. There is no laser and no depth scanner. The app works out room sizes by reading the video of your walk and scaling against things of known size, such as door leaves and sockets. It is an estimate, and we say so on the report.

Can I be told a wall is safe to remove?

Never, by anyone reading a scan. Whether a wall carries load cannot be decided from a video, and getting it wrong is dangerous. Always ask a structural engineer, and check whether Building Regulations approval is needed.

My scan was refused. Why?

The app refuses to produce a report rather than produce a bad one. The usual reasons are a walkthrough that is too short, a video that did not fully upload, or a walk that covered far less of the property than expected. The message on screen says which. Walking the property again, slowly, fixes almost all of them.

Part of my floor plan is missing.

If the two storeys disagree too much about the size of the building, we draw the one we can stand behind and say plainly why the other is not shown. Tracking usually loses its place on the stairs. Walking that floor again, slowly, is the fix.

How do I delete my account and my data?

Use the delete your account page, or email us and we will do it. Deletion removes your scans, photos and reports. What we keep, and for how long, is set out in the Privacy Policy.

Something is wrong with a payment.

Email support@rfpn.net with the date and the amount. Do not send card details — we will never ask for them by email or on the phone.

Reporting a bug

If you can, tell us the property address or scan date, what you expected, what happened instead, and the phone and browser you were using. A screenshot helps more than anything. The app also reports errors to us automatically, so there is often a record waiting when your message arrives.

Who we are

RFPG (“Reley Fast Property Guru”) is a product of Reley Fast Software Ltd, company number 16002149, registered in England and Wales.

Reley Fast Software Ltd is not VAT registered, so prices carry no VAT line — the price shown is the price you pay.