How drawings count.
Tagsight bills on engineering drawings. Engineering drawings consume your monthly drawing capacity, and each sheet of a set counts as one. One processed drawing revision counts as one engineering drawing. A 50-page P&ID package counts as 50 drawings. Supporting documents (datasheets, instrument indexes, cable schedules, JB schedules and general tables) are included and never consume drawing capacity. A 12-page datasheet therefore counts as zero.
A drawing consumes capacity once, the first time you export it. Uploading, extraction and review stay open, and once a drawing is counted every export format for it is included from then on.
That timing sets the eligibility rules below. You read the full extraction on your own drawing before anything is counted, so the cases this policy covers are billing errors, service outages, and runs where our extractor was the thing that failed.
Automatic capacity restoration.
The extractor self-detects failures and writes a reversal back to the account before any human looks at the job. In most cases you do not need to email us, and you will see the capacity re-appear in the dashboard within a few minutes of the failed run finishing.
- Extraction error on a submitted drawing, the drawing returns to your capacity automatically. No action needed. The job shows as failed in the project history with the failure reason.
- Job stuck in processing for more than an hour, contact support. We will force-clear the queue entry and restore the capacity by hand. Stuck jobs are rare and we treat them as an incident.
- Partial result with system-error markers, automatic. The extractor flags partial outputs that came back with internal errors and restores the capacity even when some structured data was returned.
What qualifies, and what does not.
The line runs along ownership. If the failure is on our side (the extraction, the billing, the infrastructure), the refund is automatic or guaranteed. If the failure is on the source side (drawing quality, change of mind, post-deletion regret), the capacity stays consumed. The two columns below cover the cases we actually see in support tickets.
Eligible
- Service-side extraction failure.The extractor returned an empty result, partial result with system-error markers, or crashed before completing. Drawing quality is not the failure mode; our software is. The drawing returns to your capacity and, if you bought a capacity extension for it, the charge reverses with it.
- Incorrect or duplicate charge.A double-charged month, a charge after cancellation, or any billing event that does not match the plan you actually held on the date of the charge.
- Extended service unavailability.The upload, processing, review, or export surface was down for a sustained period (measured against the status page record) inside a period you paid for. The refund is prorated against the affected window.
- Unused capacity within 30 days of purchase.A first month whose drawing capacity has not been consumed, within 30 days of the charge date. The unused amount reverses to the original payment method. A partially used month refunds the unused remainder pro rata to the package price.
Not eligible
- A drawing you exported and then decided against.Export is the point at which you have read the extraction on your own drawing and chosen to take the deliverable. A change of mind after the output is in your hands sits outside this policy. Package-size and fit conversations are a separate process: write to support and we will work through the case.
- Low accuracy on poor drawing quality.Heavily scanned drawings, low-resolution images, handwritten markup, and faxed sheets carry inherent extraction risk. You see the full extraction on the review canvas before you export, which is the point to judge whether a low-quality source produced a usable result. Once you export against a low-quality source, the outcome rides with the source.
- Re-exporting a drawing you already exported.A drawing consumes capacity once, at first export. Every later export of that drawing, in any format, is included. Re-running the same drawing after a revision is a new drawing, because the sheet changed.
- Unused capacity after voluntary account deletion.Account deletion forfeits any unused capacity, per Terms of Service. If you need the unused balance, request the refund before deletion, not after.
How to request a refund.
For automatic restorations you do not have to do anything. For the other cases (billing disputes, unused-capacity refunds, the long-tail edge cases), the procedure below routes the request into the queue and gets a reply within one business day.
- 01
Email support.Send the request to support@tagsight.io with Refund Request in the subject line. The subject routes the message into the billing queue for next-business-day handling instead of the general inbox. - 02
Include the identifiers.Your account email, the project ID (visible in the URL of the affected project), and, if it is a billing dispute rather than an extraction failure, the invoice number from the Stripe receipt. Identifiers shorten the back-and-forth.
- 03
One to two business days for a reply.For service-side extraction failures the capacity is usually restored before the email goes out, because the automatic detection has already run. For billing disputes the reply confirms the refund path and the expected payment-side processing time.
- 04
Approved refunds, your choice.Restored capacity applies immediately and shows in the dashboard on the next page load. Refunds to the original payment method route through Stripe with the timing the issuing bank dictates, typically 5 to 10 business days for cards and 1 to 3 business days for ACH.
Timeframes.
The 30-day request window measures from the date of the charge or the date of the first export, whichever is more recent. After that window the capacity is treated as consumed. The processing-time numbers below are the typical path; the issuing bank dictates the actual payment-side window for card and ACH refunds.
- Request window
- Within 30 days of the charge or the first export.
- Support reply
- One to two business days, billing queue.
- Capacity restoration
- Immediate on approval. Visible in dashboard on next page load.
- Card refund
- Typical 5 to 10 business days, dictated by issuing bank.
- ACH refund
- Typical 1 to 3 business days.
- Wire / invoice refund
- Outgoing wire within 3 business days of approval.
Canadian consumer protection.
Tagsight Technologies is a Canadian company and the policy on this page is the standing commercial agreement for refunds. If you are a consumer resident of Canada, your right to a refund may be subject to additional protections under federal and provincial consumer protection legislation, including the Consumer Protection Acts of the various provinces. Where the applicable provincial statute provides greater refund rights than the terms on this page, the statute prevails and we honour it.
If a refund dispute cannot be resolved with us directly, the consumer protection office of your province of residence is the correct next step. In Alberta, that is Service Alberta's Consumer Investigations Unit. Other provinces operate equivalents.
Open a refund request.
For service-side failures the capacity has usually restored itself before you get here. For billing disputes, unused-capacity refunds, and the edge cases the policy above does not name outright, email support with the account email and the project or invoice ID. Reply inside one business day.