Refund Policy
If a cost plan we deliver isn't useful, you get your money back. We mean it — no support-ticket marathon required.
How it works
You email us within 30 days of delivery
[email protected] — include your order number and a sentence on what was wrong (we use this to improve the model, but it's not a precondition for the refund).
We process the refund within 5 working days
Back to the card you paid with via Stripe. Stripe usually shows it on your statement within 5–10 business days from there.
You keep the cost plan
Even if you've refunded, the cost plan you received remains yours. We don't claw it back. Use whatever was helpful, ignore the rest.
What qualifies
Anything that makes a cost plan "not useful" to you, including:
- The line items missed major sections of the work
- The rates were materially off (consistently 30%+ above or below merchant prices)
- The quantities didn't match the drawings you uploaded
- The output was unreadable or malformed
- It just didn't help you do what you were trying to do
What we ask in return
On a refund request, we ask (but don't require) a brief note on what was wrong. This is genuinely what makes BuildPilot better — every refunded estimate is a calibration signal we feed back into the model. Even one line ("rates on M&E were too low") helps.
The exceptions
We'll decline a refund only in these cases:
- Outside the 30-day window. We can sometimes still help on a case-by-case basis if you reach out, but it's at our discretion.
- You've already used the cost plan commercially. If you've submitted the BuildPilot output as part of a tender that you then won, the cost plan demonstrably had value, and a retroactive refund isn't appropriate.
- Repeat refund pattern. If a customer refunds three estimates in a row, the fourth requires a brief conversation about whether BuildPilot is the right tool for that customer's workflow.
- Free first estimate. There's no money to refund — but feedback is still welcome.
Statutory rights
If you're buying as a consumer (rather than a UK business), your statutory rights under the Consumer Rights Act 2015 remain in force regardless of this policy. This policy is intended to be more generous than statutory minimums, not less.
Contact
Email [email protected]. Replies come from Pavel (the founder) personally on most refund requests.