Refund Policy

1. Non-refundable fees (default rule)

Fees for subscriptions (monthly, annual or otherwise), upgrades, add-ons, seats, and related paid features are non-refundable. This includes fees charged after a free trial converts to a paid plan. Payments are final once access to the Service has been made available to you or your organisation.

2. Business customers; immediate performance

TenderLedger is sold exclusively to businesses and other non-consumers. Consumer cooling-off rights do not apply. By starting a paid subscription or converting a trial, you request that we begin supplying digital services immediately and acknowledge that you waive any cancellation or cooling-off rights to the maximum extent permitted by law.

3. Situations that never qualify

Without limiting the default rule, we do not provide a refund for:

• change of mind, buyer's remorse or duplicate purchase;
• partial periods, unused seats, unused features or low usage;
• dissatisfaction with AI outputs, summaries, scores or recommendations;
• missed tenders, lost bids, competitor wins or commercial outcomes;
• incomplete, delayed or inaccurate public source data;
• feature changes, removals, roadmap delays or UI changes;
• brief outages, degraded performance or third-party / government portal downtime;
• account suspension or termination for Terms breach or non-payment;
• failure to cancel before auto-renewal;
• tax amounts we cannot reclaim, or bank / FX fees you incur.

Cancelling only stops future renewals. It does not undo charges already made and does not create a credit for unused time.

4. Sole narrow exception

The only possible refund requires that all of the following are proven to our sole satisfaction:

1. You could not access the core Service at all for thirty (30) or more consecutive calendar days due solely to a fault under our control;
2. The issue was not caused by force majeure, third-party infrastructure, government portal outages, your network, your misconfiguration, payment failure, announced maintenance, or suspension for Terms breach;
3. Within seven (7) days after that outage ends, you email contact@trytenderledger.co.uk with subject Refund request — extended unavailability, including account email, organisation name, invoice IDs, and contemporaneous evidence covering the full thirty-day period;
4. Your account is in good standing with no prior material Terms breach; and
5. After investigation (up to forty-five (45) days) we elect, in our absolute sole discretion, to grant a refund.

5. Cap if the exception is granted

If granted, the maximum amount is the fees you actually paid for the single billing period in which the qualifying outage occurred, less discounts, exclusive of taxes we cannot reclaim. No opportunity loss or consequential compensation is available. Our decision is final.

6. Payment disputes

You agree not to open a payment dispute or bank reclaim for a charge that is valid under our Terms and this Policy. Doing so for a valid charge is a material Terms breach. We may contest the dispute with evidence, suspend the account immediately, and seek recovery of the disputed amount plus reasonable administrative and legal costs.

7. Annual plans and trials

Annual and multi-month plans are fully non-refundable once billed. There is no thirty-day money-back window. Free trial access may convert to a paid subscription automatically unless cancelled as instructed before trial end; the first paid charge after conversion is non-refundable once the Service was accessible during or after the trial.

8. Contact

Correspondence that does not meet Section 4 will be closed without further action. Chat messages do not modify this Policy. Write to contact@trytenderledger.co.uk.

9. Relationship to other terms

This Policy controls refunds. Our Terms of Service and Privacy Policy govern everything else. English law applies. Rights that cannot be excluded by mandatory law remain.