1. How paying works
These terms apply once paid Projects launch.
1.1 What you buy. You buy Projects. One Project is one bid package: the drawings, specifications and addenda for one bid. Each Project has a size, Small, Medium or Large, as our pricing page describes. (The pricing page talks about the size of the “job”; a job is one Project.) MillOS shows the size and the price before you pay.
1.2 Prices. The prices, the founding price and the free Projects that come with your invite are on our pricing page. All prices are in US dollars, before sales tax. A founding price is a discount off the list price that lasts for as long as your shop stays active, which means at least one Project a quarter. In each month, every Project your shop buys after its sixth is half price and every Project after its fifteenth is a quarter price, as our Terms section 8.6 says.
1.3 When a Project is used. A Project is used when someone in your shop presses “Start Project”, not when you buy it. Until then it is an unused Project.
1.4 The changes window. After a Project starts, MillOS keeps making changes to it (feedback, reruns, new addenda) for 30 days, or until 14 days after the bid day your team sets for it, whichever is later, but never for more than 60 days. Days are counted in US Central time. If MillOS is down on our side for more than 24 hours in a row during the window, we add the lost time back. Your team's own edits are always free and never lock. There are no paid extensions. Each Project includes three full reruns from an addendum; each full rerun after those costs a quarter of the Project's price.
1.5 How you pay. You pay by card through Stripe when you buy. Payment goes through Stripe's hosted checkout, so card details go straight to Stripe and never touch our servers. Where we agree to bill by invoice, for example under a written order, invoices are due within 15 days. Invoiced Projects can be used as soon as the invoice is issued for founding shops, and once it is paid for other shops.
1.6 Taxes. We add sales tax where the law requires it. In Texas, this kind of service is a “data processing service”, taxed on 80% of the price at the rate for the place where your shop uses it.
1.7 No subscription, no automatic charges. We never charge you without a purchase you make. If we ever offer anything that renews or tops up automatically, we will change this policy first and ask for your clear consent before the first charge.
2. Refunds
2.1 Unused paid Projects: change of mind
If you buy a Project and have not started it, you can ask for a refund within 14 days of buying it, for any reason. After that, unused paid Projects stay usable while your Workspace is open and MillOS is offered, but they are not refundable, except as set out in 2.4, 2.5 and 3.3.
2.2 When a Project fails on our side
If a Project cannot produce its first Report because of a problem on our side, we give the Project back to your Workspace as a credit, to use on another bid. Examples include an outage, a bug, or our AI or cloud providers failing. We do this within 3 business days (Monday to Friday, excluding US federal holidays) of seeing the failure, or of your request. If you would rather have the money back, ask, and we will refund the Project instead.
“On our side” does not include a bid package MillOS cannot read because of the files themselves, for example files that are password-protected, damaged, blank or very poor scans. If that happens, tell us. During early access, if MillOS could not do useful work on the files, we give the Project back, case by case.
2.3 When an estimate is unusable
If MillOS gives you a first Report and the estimate is unusable, write to support@millos.ai within 7 days of that first Report. Include your Workspace, the Project and what made it unusable. If we agree, we refund that Project, or give it back as a credit if you prefer.
An estimate is unusable when it would take your estimator longer to correct it than to do the takeoff by hand. For example, MillOS missed most of the millwork scope, measured from the wrong scale throughout, or priced from the wrong rates in a way you could not fix by changing a setting.
An estimate is not unusable just because:
- it needs the corrections a normal estimator review would make,
- you disagree with prices that came from your own rates or Product Library,
- the bid was lost or the project was canceled, or
- the documents were incomplete or changed after the Project started.
We may decline repeated claims that look like abuse, for example claims on most of the Projects a shop runs. If we decline, we say why.
2.4 If we stop offering MillOS, or end your access without cause
If we stop offering MillOS, or end your shop's access for any reason other than your breach of our Terms, we refund all unused paid Projects in full. This includes removing a major feature you paid for, as described in Terms section 3.4. If a started Project still has days left in its changes window, we refund it in proportion to the days left.
2.5 Billing mistakes
If we charge you by mistake, for example twice for the same purchase or at the wrong price, we refund the difference once we confirm it. Ask within 60 days of the charge. After that, we will still look at it, but cannot promise a refund through this process. This does not limit any right your shop has under the law.
2.6 What is not refunded
- Free Projects, including those in a founding offer, cost nothing. They have no cash value, cannot be transferred, and expire as the offer states.
- Used Projects, except under 2.2, 2.3 and 2.4.
- Price differences. We do not refund the difference if prices go down after you buy, or when a founding price ends.
- Projects on a Workspace closed for breach of our Terms or Acceptable Use Policy.
3. Canceling and closing your Workspace
3.1 Nothing to cancel. There is no subscription or contract term. You can stop using MillOS at any time, and nothing more is charged.
3.2 Closing your Workspace. A Workspace owner can delete the Workspace in Settings. A deleted Workspace can be restored for 30 days. After that the delete is permanent, and it deletes every Project, file and Chat. A Workspace that has payments cannot be deleted in Settings: archive it, or ask us at support@millos.ai and we will delete it. Download what you need first.
3.3 Unused paid Projects when you close. Before an owner confirms a Workspace delete, the delete dialog lists any unused paid Projects. Projects still inside the 14 days in 2.1 are refunded if you ask, even if you close. Other unused Projects are lost when the delete becomes permanent.
4. How to ask for a refund
- Email support@millos.ai from an owner or admin address. Include the Workspace name, the Project (if any), the date of the purchase and the reason.
- We reply within 3 business days, and tell you our decision within 10 business days. If we approve, we start the refund within 5 business days of the decision. If we decline, we say why, and you can ask for a second look by replying.
- Your refund request and our billing records are kept even if you delete your Workspace.
- Approved refunds go back the way you paid. Card through Stripe: Stripe sends the refund at once; it usually takes 5 to 10 business days to appear on your statement, depending on your bank. Invoice: a credit note, or a bank transfer if already paid.
- Sales tax charged on a refunded amount is refunded with it.
5. Chargebacks
If you think a charge is wrong, please write to us first. We will usually sort it out faster than a bank dispute. If a chargeback is raised, we may pause new purchases on the Workspace while it is resolved. Your access and your existing content are not affected.
6. Volume prices and written orders
If your shop has a volume price or a signed order with us, its refund terms apply where they differ from this policy.
7. Changes to this policy
We may update this policy. A change applies to purchases made after it takes effect, never to Projects you have already bought. For a material change, we email Workspace owners at least 30 days before.
8. Contact
Refund and billing questions: support@millos.ai. Tell us your Workspace and the Project.
MillOS, Inc., 4310 Directors Row, Houston, Texas 77092