POLICIES		Estimating Services Technical Support Cancellations and Refunds Referral Program

We strive to turn your work around as quickly as possible. That is usually about a week, but there are times it may take several weeks. If we can not meet your deadline, we will tell you within 24 hours.

Work is prioritized in 3 ways:

• the order it comes in;
• when your bid is due;
• whether your project is “expedited”.

Expedited projects are assessed a surcharge (for framing takeoffs that is .01 per s.f. for up to 50K s.f.) in exchange for priority over non-expedited work. Like all work, an expedited project is prioritized by:

• the order it comes in;
• when your bid is due.

Turn-around time for all projects is counted from the day we receive:

• the plans in electronic or paper form;
• approval to proceed with the job;
• any additional information we may request in order to complete your takeoff.

Typical turn-around for residential or commercial take-offs:

• up to 20K s.f. = 10 business days
• up to 50K s.f. = 21 business days

Expedited service can be requested for an additional fee (.01 per square foot for framing takeoffs; expedited service for other materials takeoffs is priced separately). Expedited projects are given priority over all other work.

Expedited turn-around for residential or commercial:

• up to 20K = 5 business days
• up to 50K = 10 business days

Turn-around on projects >50K s.f. is quoted upon request. Expedited charges on projects >50K s.f. may vary.

Cancelling an estimate: If you cancel your request for a takeoff, and we have begun work on your project, you will be billed for the amount of time we have into the project, plus any printing fees we have incurred for your project.

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Your first support request is $100, which buys 30-days of phone, e-mail, or remote desktop technical support. This service is renewable as needed. Six-month and 12-month support contracts are available at a discounted rate. Remote desktop support is available for high speed and dialup connections.

We strongly encourage you to e-mail support issues. This is the most efficient way to deal with support issues or problems, and allows us to track common problems. Most e-mail replies are issued within a few hours, however we will respond to all support requests within 24 hours.

“Software support” is defined as help in resolving problems with BuildersCAD, any BuildersCAD add-on or plug-in, or the Expert Translator, and may include: software or update installation; assistance with error messages; and determining whether a support issue stems from a problem in the BuildersCAD or Expert Translator program or user error. (Note: Additional fees may be assessed for Translator support if you are not on a current Expert-InfoCAD subscription.)

“Software support” does not include: training on the use of BuildersCAD or Expert Translator features; support of printer or plotter drivers; support of printer or plotter setup; support of a customer network; or support for any operating system.

BCAD Services does not guarantee a solution to all problems. We will do our best to try to find a “work around” for all problems we cannot solve.

BCAD Services is not responsible for fixing BuildersCAD or Expert Translator “bugs”, but we will report such proven entities to Sigma Design, the company that manufactures BuildersCAD, or to Expert InfoCAD, which manufactures the translator.

We do not give refunds on technical support contracts.

Complimentary technical support is only offered under the following circumstances:

• 90 days of complimentary support with the purchase of BuildersCAD (the $995 version); any subscription/software upgrade for an existing seat; or the purchase of a 5-hour training package;
• 6 months of complimentary support with the purchase of a new seat of the BuildersCAD Intelli-Framer;
• 30 days of complimentary support with the purchase of the Panel Stacker.

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Technical support: We do not give refunds on technical support contracts.

Canceling a training package: Cancellations for a package of classes (more than 1) must be made at least 3 business days in advance of the first scheduled class in order to receive a refund. We do not make partial refunds.

Rescheduling also requires at least 3 business days' notice. If you have begun your courses, but need to reschedule the remainder of your classes, we'll gladly work with you. To cancel or reschedule classes, you may call 706-797-3324 or e-mail Kat Gilmore.

Canceling 1 class: Cancellations must be made at least 3 business days in advance in order to receive a refund. We do not make partial refunds. Rescheduling also requires at least 3 business days' notice. To cancel or reschedule classes, you may call 706-797-3324 or e-mail Kat Gilmore.

Canceling a rendering project: Rendering projects require a 50% non-refundable deposit. You may cancel the project up through our delivery to you of the initial renderings (the point where you are allowed to make your first set of changes), but your deposit will NOT be refunded. If we proceed beyond that point -- at your verbal or written direction -- and you subsequently cancel the project, you may be billed for up to the full estimated cost of the project.

Cancellations and refunds for software sales: For software refunds, we must defer to the policies of our software providers. If you desire a refund, we can research these policies for you and put you in touch with the proper authorities if necessary.

Cancelling an estimate: If you cancel your request for a takeoff, and we have begun work on your project, you will be billed for the amount of time we have into the project, plus any printing fees we have incurred for your project.

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For every new BuildersCAD customer you refer to us, receive 1 hour of free Internet-based training or 2 months of free technical support via e-mail or phone. A "new" BuildersCAD customer is defined as a new seat sale to a customer who has not previously used BuildersCAD or the BuildersCAD Intelli-Framer, ARRISCAD, or any Sigma Design software product.

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