Refund policy

1. What you pay for

A released takeoff is billable when it reaches you. That is the one billable moment for a takeoff: $200 at launch, as shown on the pricing page. Your first released takeoff is free. Everything you do with a takeoff after release, including corrections, re-pricing, re-sending a quote, re-sending a request for quote and re-exporting, is not charged again.

A change order runs as its own takeoff on revised drawings and is billable when it is released, at the change order fee ($100 at launch). The rules on this page apply to change orders in the same way as to takeoffs.

2. When you are not charged

• Unusable takeoff. If a takeoff is unusable because the drawings could not be read, for example a scan too poor to read or a set with no framing information at all, you are not charged for it. We will tell you what we found and what would help.
• Nothing released. Creating projects, uploading drawings, setting standards, loading a catalog and inviting people are never charged. A takeoff that is never released is never charged.
• Your first takeoff. The first released takeoff in a workspace is free.

3. Disputing a charge

If you believe a charge was made in error, or that a released takeoff was not usable, write to hello@lumberset.com within 30 days of the charge. Name the workspace, the project and the takeoff, and tell us what was wrong. We review every dispute in good faith and reply by email. Where we agree, we refund the charge to the card it was paid with, through Stripe, or add a credit to your workspace if you prefer. Every refund appears on your ledger.

A takeoff that needed corrections is not, by itself, an unusable takeoff. Drawings are incomplete and reading can be wrong, which is why every line shows its arithmetic and its sheet, and why corrections are free. Tell us what you had to correct: it makes the next takeoff better, and where the reading fell well short of what the drawings showed, we will say so and put it right.

4. Credits

Credits are used before any fee is charged, and they never expire. Once a credit has been used for a released takeoff, it is not refundable, except where this policy would have refunded the same takeoff had it been paid for with a card. Unused credits stay in your workspace. If you close your workspace with unused purchased credits, write to us and we will look at the unused portion in good faith.

5. Coupons

Coupons have no cash value and are not refunded or exchanged. A coupon's discount or credits apply as stated when it was issued.

6. Monthly fees on billing plans

Billing plans with a monthly fee are arranged by agreement. If such a plan ends part way through a billing period, the monthly fee may be prorated at our discretion. Included quotes that were not used are not refunded.

7. How refunds are paid

Refunds go back to the payment method the charge was made with, through Stripe, and appear on your ledger. How long the money takes to show on your statement depends on your card issuer.

8. Contact

Questions about a charge: hello@lumberset.com. This policy forms part of our terms of service.