Refunds.
When a Tagsight extraction fails on our side, the credit reverses automatically. When the billing is wrong, you get the money back. This page is the full policy, written so procurement can read it once and not have to ask us about edge cases.
How drawings count.
Tagsight bills on engineering drawings. Each P&ID page, SAMA logic sheet, loop diagram, or single-line drawing you submit consumes one credit at upload. A 50-page P&ID package bills as 50 drawings. A 12-page datasheet bills as zero, because datasheets, instrument indexes, cable schedules, JB schedules, cause-effect matrices, and the other tabular extractions are included on every plan and do not draw against the monthly allowance.
A credit is consumed when the page enters the extractor, not when you download the output. That timing matters for the eligibility rules below: a credit that produced a clean extraction has been earned even if the output never gets exported, but a credit the extractor could not process cleanly reverses on its own.
Automatic credit 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 credit re-appear in the dashboard within a few minutes of the failed run finishing.
- Extraction error on a submitted page, the credit reverses 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 credit 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 reverses the credit 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 credit 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 credit is reversed and, if you paid for an out-of-plan top-up, the charge reverses with it.
- Incorrect or duplicate charge.A double-billed invoice, a renewal that fired after a cancellation took effect, a prorated upgrade calculated against the wrong base. 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 the billing cycle you paid for. The refund is prorated against the affected window.
- Unused credits within 30 days of purchase.Drawing packs or prepaid annual credits that have not been consumed, within 30 days of the purchase date. The unused balance reverses to the original payment method. Partially used purchases refund the unused remainder at the per-drawing rate of the original plan.
Not eligible
- Successful extraction you decided not to use.The extractor ran, returned a result, and the credit was consumed at submission. Change of mind after the output is in your hands is outside the policy. Plan-downsizing or feature-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. The sample-extraction tool on the upload page tests a drawing before you commit a credit. Once a credit is committed against a low-quality source, the outcome rides with the source.
- Credits consumed by pages that processed cleanly.If the extractor returned a structured result for a page, the credit for that page was earned, even when you ultimately chose not to export. The credit covers the compute and the extraction, not the downstream decision.
- Unused credits after voluntary account deletion.Account deletion forfeits any unused balance, 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-credit refunds, the long-tail edge cases), the procedure below routes the request into the queue and gets a reply within one business day.
- 01Email support.Send the request to support@tagsight.io with
Refund Requestin the subject line. The subject routes the message into the billing queue for next-business-day handling instead of the general inbox. - 02Include 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.
- 03One to two business days for a reply.For service-side extraction failures the credit 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.
- 04Approved refunds, your choice.Account credit 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 credit consumption, whichever is more recent. After that window the credit is treated as consumed for plan purposes. 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 credit consumption.
- Support reply
- One to two business days, billing queue.
- Credit 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 credit has usually reversed itself before you get here. For billing disputes, unused-credit 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.