Legal / Refund policy

Refund policy

Last revised

Draft — not yet reviewed by counsel

This document describes how Tenza actually behaves and is published so you can read it before you commit to anything. It has not been reviewed by a qualified lawyer, so it is not a final contractual instrument and should not be relied on as legal advice. If you need an executed, countersigned version — or you are evaluating Tenza against a procurement or compliance requirement — ask support and we will get the reviewed text to you.

This policy is about the subscription you pay Tenza. Refunds to your own customers are yours to decide and are issued from your own storefront; see orders and fulfilment for how to do that so your reporting and supplier reconciliation stay correct.

The trial exists so you do not need a refund

Every plan starts with a fourteen-day trial on Growth entitlements and no card. The intended way to find out whether Tenza works for you is to use it before paying.

Monthly plans

Monthly subscriptions are charged in advance and are not refunded for partial months. Cancel any time and you keep access until the end of the period you have paid for.

Annual plans

An annual plan cancelled within 30 days of its first charge is refunded in full. After 30 days it is not refunded for the unused remainder, but it will not renew once cancelled.

When we refund anyway

  • Duplicate charges — refunded in full, always, as soon as we see them or you tell us.
  • Billing errors on our side — charged the wrong plan or interval: refunded to the correct amount.
  • A material failure we caused — if the platform was unusable for a sustained period and it was our fault, tell us and we will credit or refund the affected period. The status page history is the shared record we both work from.

Chargebacks

Please ask us before raising a chargeback. A chargeback suspends the workspace automatically while it is open, which is worse for you than a conversation would have been.

How to ask

Open a ticket at support, category Billing. Include the workspace and the charge date. We answer refund requests within two business days.

Contact

Anything in this document that is unclear, or that you need in a different form, goes to support. Mark the ticket as a legal request.