1. How billing works
The Free plan is never billed. Pro and Premium are monthly subscriptions, charged in advance, and processed by Paddle, our payment provider, who acts as the Merchant of Record for these purchases — Paddle is the seller of record on your receipt and the party that actually processes the charge.
2. Our refund policy
We don’t offer automatic refunds. Refund requests are reviewed case by case — email us at contact@tenderproc.com with your account email and the reason for the request, and we’ll review it and get back to you. We’re generally receptive to requests raised promptly (for example, shortly after an unwanted renewal, or where the Service genuinely didn’t work for you), and we always correct our own mistakes — see below.
3. Charges we always refund
- Duplicate charges for the same billing period;
- Charges caused by a verified technical error on our side;
- Any charge that shouldn’t have happened at all — for example, billing after you’d already cancelled.
4. Cancelling instead of a refund
You can cancel a subscription anytime from the Billing page in the app. Cancelling stops future renewals — your current paid period isn’t refunded, but you keep paid-tier access until it ends, and you’re not charged again after that.
5. How an approved refund is paid
Approved refunds are processed by Paddle back to your original payment method. Depending on your bank or card provider, it can take a few business days for the refund to appear on your statement.
6. Chargebacks
If something’s wrong with a charge, please contact us first — most issues are resolved faster directly than through a chargeback, and a chargeback can result in your account being suspended while it’s investigated.
7. Your statutory rights
Nothing in this policy limits any non-waivable right you have under applicable consumer protection law, including any statutory right of withdrawal for the purchase of digital services that Paddle’s checkout process asks you to acknowledge at the point of purchase.
8. Contact
Refund requests and questions about this policy: contact@tenderproc.com.