Refund Policy

Last updated: March 19, 2026

Last Updated: March 19, 2026

1. OUR COMMITMENT & LEGAL FRAMEWORK

At SwiftMEP Inc., we stand behind the deterministic logic of our platform. If our Service fails to meet the professional standards of the MEP trades, we are committed to making it right.

This policy is not a legal obligation to provide refunds in all circumstances, but rather a statement of our customer commitment. All refunds, credits, or adjustments are issued at the sole discretion of SwiftMEP as set forth herein and do not create any precedent for future requests.

This Refund Policy is incorporated by reference into our Terms of Service. Capitalized terms used but not defined herein have the meanings assigned to them in the Terms of Service.

2. ELIGIBILITY FOR FULL REFUNDS

You are eligible for a full refund of the specific job fee only under the following circumstances, as determined in SwiftMEP's reasonable discretion:

2.1 Material Errors

The generated takeoff contains significant discrepancies when compared to the provided legible plans. Examples include, but are not limited to:

Missing major mechanical systems (e.g., entire AHUs, RTUs, panels, or fire pumps);
Failure to extract equipment schedules where clearly legible and properly formatted;
A variance in total quantities exceeding ten percent (10%) for a major category (e.g., total sprinkler heads, total duct linear footage, total receptacle count).

Verification Requirement: SwiftMEP reserves the right to verify all claimed errors against our systems, processing logs, and original uploads. Refunds will only be issued upon our independent confirmation of a material error. Refund requests based on subjective interpretation or methodology preferences do not qualify.

2.2 Processing Failures

A technical error in our pipeline prevents the completion of your takeoff after payment has been processed, and such error is determined by SwiftMEP to be on our side (e.g., server outage, API failure, internal system error) rather than caused by User input, plan quality issues, or factors beyond our reasonable control.

2.3 Duplicate Charges

You were inadvertently charged multiple times for the same Job ID due to a demonstrable billing system error. In such cases, SwiftMEP will refund all duplicate charges and honor the original transaction.

2.4 Remedy for Verified Claims

For verified Material Errors under Section 2.1, SwiftMEP will provide, at its option:

(a) A Full Refund of the job fee; or
(b) A Corrected Takeoff at no additional cost; or
(c) Service credits equal to the job fee for future use.

The election among these remedies shall be made by SwiftMEP in its sole discretion.

3. NON-ELIGIBLE SCENARIOS

To maintain our low-cost structure and protect against abuse, we cannot offer refunds for the following scenarios, as determined in SwiftMEP's sole reasonable discretion:

3.1 Change of Mind

Decisions not to bid, client cancellations, project postponements, or finding alternative services after processing has begun. Once you click "Process," computational costs are immediately incurred.

3.2 User Error

Uploading incorrect files or wrong plan sets; selecting the wrong trade (e.g., HVAC instead of Plumbing); providing incomplete plan sets or missing pages; misunderstanding the scope of our Service.

3.3 Plan Quality Issues

Illegible scans, blueprints with poor resolution; hand-drawn notations without standard symbols; corrupted or unreadable files; plans missing critical title block information (scale, legends, etc.).

Note: Our system will attempt to detect and warn you of low-quality files before processing begins. If we identify such issues and notify you prior to charging, you will have the option to cancel with no financial obligation.

3.4 Minor Variances

Discrepancies within a five percent (5%) margin of error; differences in interpretation of non-standard symbols or notations; minor rounding differences in linear measurements; items flagged for review in our "Review Queue."

3.5 Methodology Preferences

Differences between AI-automated counting and your firm's specific manual counting preferences. Our AI follows industry-standard guidelines (SMACNA, NFPA, NEC, etc.). If your firm uses proprietary interpretations, you are responsible for adjusting outputs accordingly.

3.6 Schedule Contamination (Clarification)

Items extracted from equipment schedules or legends showing total quantities (e.g., "VK350: 192 Total") are extracted correctly as schedule metadata. These represent project totals, not individual floor plan counts. Refunds will not be issued for accurate extraction of schedule data.

3.7 High Confidence Items

Items extracted with confidence scores above 0.95 are presumed accurate. Refund requests based on such items will be subject to heightened scrutiny and require clear, demonstrable evidence of error.

4. THE "30-DAY PURGE" LIMITATION

As per our Terms of Service, all project data—including uploaded plans and generated outputs—is permanently and irreversibly deleted thirty (30) days after generation via automated lifecycle rules.

No refund requests will be considered for any job older than thirty (30) days from the date of generation, as SwiftMEP can no longer access the underlying data to verify the claimed error.

It is your sole responsibility to download and preserve all desired outputs within this thirty (30) day window.

5. PARTIAL REFUNDS & SERVICE CREDITS

In unique circumstances where a takeoff is completed but does not meet reasonable quality expectations, SwiftMEP may, in its sole and absolute discretion and without creating any precedent or obligation for future requests, offer a partial refund or service credits.

5.1 Criteria Considered

Significant system delays beyond normal processing times; mixed results in complex multi-trade sets where some portions are accurate and others are not; unique technical circumstances not covered elsewhere in this policy.

5.2 Range of Relief

Partial refunds or credits, if offered, typically range from twenty-five percent (25%) to seventy-five percent (75%) of the job value, based on the severity and scope of the issue as determined by SwiftMEP.

5.3 Finality

Any partial refund or credit offered under this Section 5 constitutes full and final satisfaction of any and all claims related to the affected job, and you hereby waive any right to further recourse.

6. HOW TO REQUEST A REFUND

6.1 Submission Requirements

To initiate a refund request, you must:

Email: support@swiftmep.ca
Subject Line: REFUND REQUEST - [YOUR JOB ID]
Required Information: your full name and company name; Job ID (found in your order confirmation email or dashboard); date of purchase; clear, specific description of the alleged error; supporting documentation (screenshots, marked-up PDFs) - strongly encouraged but not required.

6.2 Review Process

We review all complete requests within two (2) business days of receipt. Incomplete requests lacking necessary information will be held pending receipt of complete information, and the review timeline will restart upon receipt of all required materials.

6.3 Resolution

If approved, refunds are processed back to the original payment method via Stripe within five (5) to ten (10) business days, depending on your financial institution's processing times. You will receive email confirmation at each stage of the process.

If denied, you will receive a written explanation of the basis for denial and, where appropriate, suggestions for alternative resolution.

7. CANCELLATION POLICY

7.1 Pre-Processing

If you contact us before the AI analysis has commenced (typically within minutes of upload), we will issue a full refund immediately with no questions asked.

7.2 Post-Processing

Once the "Processing" stage has started, the computational costs have been incurred and the job cannot be cancelled. This includes: API calls to third-party AI providers; compute resources allocated to your job; database storage and processing time.

You will receive a clear notification when processing begins, at which point this policy takes effect.

8. CHARGEBACK NOTICE

We are committed to fair resolution and welcome the opportunity to address any concerns directly.

8.1 Required Procedure

Filing a credit card chargeback without first attempting to resolve the issue via support@swiftmep.ca constitutes a violation of this policy and our Terms of Service.

8.2 Consequences of Improper Chargeback

If you file a chargeback in violation of Section 8.1, you agree that SwiftMEP may, in its sole discretion:

(a) Immediately suspend or terminate your account;
(b) Permanently revoke access to all historical takeoff data and outputs;
(c) Provide our payment processor with full technical logs, timestamps, and evidence of service delivery, which may result in: Denial of the chargeback; negative credit reporting; collection proceedings for the disputed amount plus any associated fees; permanent ban from future use of the Service.

8.3 Dispute Resolution

You agree that any dispute regarding charges must first be submitted to SwiftMEP's internal review process before initiating any chargeback, arbitration, or legal proceeding. Failure to do so waives your right to dispute the charge through any forum.

9. FREE TRIALS & PROMOTIONAL CREDITS

If you are accessing the Service under a free trial, promotional credit, or courtesy processing, you are not eligible for monetary refunds as no payment was rendered. In such cases, SwiftMEP may, at its discretion, offer additional trial credits or processing time.

10. MULTIPLE REQUESTS & ABUSE PREVENTION

10.1 Pattern of Requests

SwiftMEP monitors refund request patterns. Users who submit frequent or repetitive refund requests without valid cause may, at our discretion:

Be required to pre-approve future jobs;
Have refund eligibility restricted;
Have their account terminated for abuse of this policy.

10.2 One Refund Per Project

Only one refund request per unique set of plans will be considered. If we refund a job and reprocess it, and you remain unsatisfied, you acknowledge that your sole remedy was the initial refund and we may decline future work on that project.

11. GOVERNING LAW

This Refund Policy is governed by the laws of the Province of [YOUR PROVINCE] and the federal laws of Canada applicable therein, without regard to conflict of laws principles. Any disputes arising hereunder shall be resolved in accordance with the dispute resolution provisions in our Terms of Service.

12. CHANGES TO THIS POLICY

SwiftMEP reserves the right to modify this Refund Policy at any time. Changes will be posted on this page with an updated "Last Updated" date. Material changes will be notified via email or in-app notification at least thirty (30) days in advance.

Your continued use of the Service after such changes constitutes acceptance of the revised policy. If you do not agree to any modification, you must cease using the Service immediately.

13. CONTACT INFORMATION

For refund requests or questions regarding this policy:

SwiftMEP Inc.
[YOUR FULL BUSINESS ADDRESS]
[YOUR CITY, YOUR PROVINCE, POSTAL CODE]
Canada

Email: support@swiftmep.ca
Subject Line: REFUND REQUEST or REFUND POLICY QUESTION
Response Time: Within 2 business days
Processing Time (if approved): 5-10 business days

14. ACKNOWLEDGMENT

BY SUBMITTING PAYMENT OR REQUESTING PROCESSING, YOU ACKNOWLEDGE THAT YOU HAVE READ, UNDERSTOOD, AND AGREE TO BE BOUND BY THIS REFUND POLICY, INCLUDING THE LIMITATIONS AND DISCLAIMERS SET FORTH HEREIN.

You specifically acknowledge that: Processing costs are incurred immediately upon commencement; Refunds are limited to the specific circumstances outlined in Section 2; The 30-day purge limitation bars claims for older jobs; Chargebacks filed in violation of Section 8 may result in account termination and collection proceedings.