Refund Policy

Plain-language terms

How refunds work at TanQube

This refund policy applies to all eligible TanQube subscriptions, service packages, and platform purchases unless a custom contract signed by both parties states otherwise.

Our goal is to resolve concerns quickly and fairly. If something did not meet your expectations, please contact us first so we can review your account details and recommend the fastest path forward.

1) Eligibility window

Refund requests must be submitted within 14 calendar days from the original purchase date, unless a written offer, annual contract, or enterprise order form states a different timeline.

For subscription renewals, the same 14-day review window begins on the renewal charge date. Requests filed after the window closes may not qualify for a monetary refund, but our support team can still review account options.

• Requests are time-stamped when received by TanQube support.
• If purchase records are incomplete, processing may pause until verification is provided.
• Eligibility does not guarantee approval; each request is reviewed against these terms.

2) Non-refundable items and services

Certain products and fulfillment categories are non-refundable because they involve delivered labor, consumed resources, third-party pass-through costs, or immediate digital usage.

• Completed onboarding, migration, or implementation labor.
• Custom integrations or bespoke development work performed on request.
• Fees already paid to third-party providers on your behalf.
• Add-on services marked as non-cancelable at checkout or in proposal terms.
• Usage-based charges already consumed (API, storage, automation runs, or similar).
• Any plan purchased under a discounted “final sale” or “non-refundable” clause.

If only part of an order is refundable, TanQube may issue a partial refund for eligible components and provide a written breakdown.

Taxes, foreign exchange adjustments, intermediary banking charges, and payment processor fees may be excluded from the refunded amount where applicable by law or payment network rules.

3) How to request a refund

To request a refund, contact TanQube support using the email listed on this page. Include complete details so our team can locate the charge and evaluate your request quickly.

• Account email used at purchase.
• Invoice number or transaction ID.
• Purchase date and plan or service name.
• A brief reason for the request.
• Any screenshots or logs relevant to the issue.

For your security, TanQube may ask for additional ownership verification. Refund requests submitted by unauthorized third parties can be declined until account ownership is confirmed.

Please do not submit duplicate tickets for the same transaction. Multiple requests can slow triage and may extend response timelines.

4) Processing timelines

Once a complete request is received, our standard timeline is:

• Within 2 business days: confirmation that your request has been received.
• Within 5 business days: eligibility review and decision notice.
• After approval: funds are returned to the original payment method, typically within 5–10 business days depending on your bank.

Some financial institutions may post credits more slowly. TanQube cannot speed up card network settlement times once a refund has been released.

If your payment method is closed or unavailable, we may contact you to discuss alternative compliant refund options.

5) Chargeback and dispute guidance

We strongly encourage customers to contact TanQube support before opening a chargeback with their bank. Most issues can be resolved faster through direct review and documented account support.

• A chargeback pauses cooperative resolution and may delay access restoration.
• We reserve the right to submit supporting records (invoices, logs, acceptance records, and communication history) during dispute response.
• If a chargeback is opened while a refund request is in progress, duplicate financial actions may be rejected by payment processors.

When appropriate, we can provide a written account statement summarizing service usage and timeline events to help you make informed decisions before escalating to a payment dispute.

Additional policy notes

Policy exceptions may be offered at TanQube’s sole discretion for verified billing errors, duplicate charges, or documented platform incidents that materially impacted service.

Any approved goodwill credit, extension, or partial reimbursement does not modify this policy for future transactions unless explicitly stated in writing.

• Contracted enterprise clients should refer to their signed agreement first.
• Local consumer protection laws may grant additional rights that supersede portions of this policy.
• Policy updates become effective on the date shown at the top of this page.
• Continued use of TanQube services after an update indicates acceptance of revised terms.

If you are unsure whether your case is eligible, reach out. We would rather clarify expectations early than leave you uncertain.