Refund Policy

1. Overview

At BimSpeed, we strive to ensure customer satisfaction with our software and services. This Refund Policy outlines the terms and conditions for refunds and cancellations of BimSpeed subscriptions and purchases.

2. 14-Day Money-Back Guarantee

We offer a 14-day money-back guarantee for first-time subscribers. If you are not satisfied with BimSpeed within the first 14 days of your initial subscription, you may request a full refund.

2.1 Eligibility Criteria

To be eligible for the 14-day money-back guarantee:

• The refund request must be submitted within 14 days of your initial purchase
• This applies only to first-time subscribers
• The guarantee applies to all subscription tiers (Structural, Architectural, VIP)
• Both monthly and annual subscriptions are eligible

2.2 How to Request a Refund

To request a refund under the 14-day money-back guarantee:

• Email us at hoang.tran@bimspeed.net with "Refund Request" in the subject line
• Include your account email, purchase date, and reason for the refund
• We will process your request within 3-5 business days

3. Subscription Cancellations

3.1 Cancellation Process

You may cancel your subscription at any time by:

• Logging into your account and navigating to subscription settings
• Contacting our support team at hoang.tran@bimspeed.net
• Managing your subscription through Paddle's billing portal

3.2 Effect of Cancellation

When you cancel your subscription:

• Your subscription will remain active until the end of your current billing period
• You will continue to have access to all features until the subscription expires
• No refund will be issued for the remaining days in the current billing period (except within the 14-day guarantee period)
• Your subscription will not automatically renew

4. Refunds Outside the 14-Day Period

4.1 Pro-rated Refunds

After the 14-day guarantee period, refunds are generally not provided. However, we may consider pro-rated refunds on a case-by-case basis in the following circumstances:

• Technical issues that prevent you from using the software, which we cannot resolve
• Billing errors or duplicate charges
• Service outages exceeding 48 consecutive hours

4.2 Non-Refundable Situations

Refunds will not be issued in the following cases:

• Change of mind after the 14-day guarantee period
• Failure to use the software or services
• Subscription renewals (automatic or manual)
• Violations of our Terms of Service
• Incompatibility with your system (if it does not meet our published requirements)

5. Annual Subscription Refunds

For annual subscriptions:

• The 14-day money-back guarantee applies to the full annual payment
• After 14 days, annual subscriptions are non-refundable
• You may cancel at any time, but will retain access until the end of the 12-month period
• No partial refunds for unused months

6. Refund Processing

6.1 Processing Time

Once approved, refunds will be processed within:

• 3-5 business days for review and approval
• 5-10 business days for the refund to appear in your account (depending on your payment method and financial institution)

6.2 Refund Method

Refunds will be issued to the original payment method used for the purchase. If the original payment method is no longer available, please contact us to arrange an alternative refund method.

7. Special Circumstances

7.1 Technical Issues

If you experience technical issues that prevent you from using the software, please contact our support team first. We will work to resolve the issue before processing any refund request.

7.2 Educational and Non-Profit Organizations

We may offer extended trial periods or special pricing for educational institutions and non-profit organizations. Please contact us for more information.

8. Free Trial Period

We offer a 14-day free trial for new users. During this period:

• You have full access to all features
• No payment is required
• You can cancel at any time before the trial ends
• If you do not cancel before the trial ends, you will be automatically charged for your chosen subscription plan

9. Payment Disputes

If you dispute a charge with your bank or credit card company:

• Please contact us first to resolve the issue
• Chargebacks may result in immediate suspension of your account
• We reserve the right to dispute illegitimate chargebacks
• Account access will be restored once the dispute is resolved

10. Changes to This Policy

BimSpeed reserves the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. Your continued use of the Service after changes are posted constitutes acceptance of the modified policy.

11. Contact Information

For refund requests or questions about this policy, please contact us at:

• Email: hoang.tran@bimspeed.net
• Phone: 0936340576
• Address: 26 Duong Dinh Nghe Street, Yen Hoa Ward, Cau Giay District, Hanoi, Vietnam
• Business Hours: Monday - Friday, 9:00 AM - 6:00 PM (Vietnam Time)

12. Paddle Payment Processing

All payments are processed securely through Paddle. Paddle is our Merchant of Record and handles all payment processing, billing, and refunds. For payment-related inquiries, you may also contact Paddle directly through their support channels.