Billing and Payment Policy

This policy explains how Tanqory prices, invoices, collects, and refunds fees worldwide. It supplements the Terms of Service, Order Form, Data Processing Addendum, and regional annexes; the stricter or more specific document prevails. Continued use after the effective date constitutes acceptance. It is written for global merchants, developers, partners, and consumers, with references to PCI DSS, PSD2/SCA, RBI payment circulars, Peppol/EN 16931 e-invoicing, VAT/GST/sales tax rules, card-network frameworks, and sanctions/AML regimes.

1) Scope and structure

The policy applies to every Tanqory service and plan (free, subscription, usage-based, add-on, enterprise) across all channels and regions. It covers pricing transparency, invoicing, tax, currency, payments, due dates, late fees, disputes and chargebacks, credits and refunds, price changes, suspension and reserves, auditability, and consumer/market-specific rules. You must keep billing and tax information accurate and current; mandatory local consumer or tax rules apply where they are stricter.

Billing entity (effective 4 June 2026). New subscriptions, add-ons, and other recurring or one-time charges are billed by Tanqory Inc. (Delaware, USA) via the Tanqory Inc. Stripe (US) account, with payouts settling into a Tanqory Inc. operating account at Column N.A. (Member FDIC), serviced through Mercury Technologies, Inc. Legacy billing relationships that began before 4 June 2026 and remain on the Singapore Stripe account continue to invoice from TANQORY PTE. LTD. (Singapore). Non-billing matters (Terms of Service, Acceptable Use, IP licensing, partner/theme programs) are with Tanqory Inc. as the global default contracting party. Canonical: _compliance/sources-of-truth/10-pricing.yaml#contracting_entity and _compliance/sources-of-truth/11-banking.yaml.

2) Definitions

Services include the Tanqory platforms, software, APIs/SDKs, hosting, and ancillary offerings. Plans define entitlements, quotas, prices, and billing cycles. A billing cycle is the period used to calculate charges. An invoice is the itemized statement showing charges, taxes, discounts, net payable, due date, and payment method. The due date is when full payment is required; past due amounts are unpaid sums after that date and may accrue late fees or interest. Credits or refunds are values applied to future invoices or returned to the original payment method under this policy. Disputes are written notices of invoice error, and chargebacks are card-network disputes initiated via an issuing bank.

3) Pricing transparency and change notifications

Prices, quotas, add-ons, and overage rates are always visible in the dashboard or Order Form; taxes are excluded unless labelled “tax inclusive.” Any price or term change that increases cost is announced at least 30 days in advance by email or dashboard notice, with effective dates. If you do not accept a change you may downgrade or terminate before it takes effect; prepaid amounts for the current period remain applied and any early termination fees are handled per contract. Continuing use after the effective date signals acceptance. Promotional discounts are time-bound and non-accumulative unless stated, while enterprise tiers are set in the Order Form. Auto-renewals and price increases for consumer subscriptions follow EU/UK rules (CRD/CCR), US state auto-renew laws (e.g., California ARL), and Australian Consumer Law, with clear renewal notices and easy cancellation. Where cooling-off or withdrawal applies (e.g., EU/UK 14-day window for certain digital services), instructions and timelines are provided at checkout. Some jurisdictions require longer or specific notice formats for renewals or increases; those rules will govern.

4) Plans, quotas, overage, and measurement

Plans such as Free, Starter, Pro, and Enterprise define quotas for API calls, users, storage, bandwidth, listings, and other metrics; enterprise terms are bespoke. Overage is billed at published rates using UTC unless stated otherwise, with counters and logs in the dashboard. Quotas usually reset each cycle and do not roll over unless expressly stated; temporary quota increases need written approval. Upgrades and downgrades follow dashboard or contract rules; downgrades reduce quotas prospectively. Significant or unusual overage may trigger alerts, recommended plan changes, or temporary controls to prevent runaway costs. Add-ons bill when enabled and follow the same cycle unless specified; sandbox/test quotas are separate. Customers should enable alerts or budget caps to manage bursty usage. Metering relies on system logs and rounds up to the next unit (per request, per GB-month, per minute/hour) as published. Dashboards show near-real-time usage and estimates, but the invoice governs. Long-running resources bill until release; minimum increments appear in product docs. Where third-party data feeds usage (e.g., carrier fees, payment gateway pass-through), the provider’s settlement calendar may apply, and provider backfills can appear on later invoices with annotations and detail on request. If metering errors occur, Tanqory investigates and corrects via credit note, debit note, or corrected invoice.

5) Taxes, e-invoicing, and localization

Prices are exclusive of VAT/GST/sales/consumption taxes unless stated. You must provide valid tax IDs and billing details for correct treatment. Tanqory collects/remits where required (e.g., VAT EU/UK, GST/VAT SG/AU, US sales/use tax where nexus exists); if status is unclear or documents are missing, tax may be charged per law. Electronic invoices follow required formats (Peppol/EN 16931 in EU/UK, InvoiceNow in Singapore, local e-tax rules in India when mandated). US sales tax applies where Tanqory has nexus; exemptions need valid certificates before the billing cycle. If tax laws change, incremental tax or credit notes may be issued. Reverse charge/OSS/IOSS language is used where applicable; customers account for VAT accordingly. If local law requires withholding tax (e.g., India Sec. 195/194-O, Indonesia/Philippines digital services, certain LATAM regimes), you must gross-up unless the contract sets net amounts and must provide WHT certificates for reconciliation. Some regions require local-language invoices or notices (e.g., Quebec Bill 96/French); Tanqory will comply where mandated.

6) Currencies and FX

The primary invoicing currency is USD, with supported currencies (USD, EUR, GBP, SGD, JPY, AUD, CAD) selectable where available. FX uses a mid-market rate at invoice issuance or transaction time without Tanqory margin; issuer FX or cross-border fees are yours. Dashboard estimates may round for clarity, but the invoice and applied rate control. Refunds are issued in the payment currency where feasible, using processor-allowed timing. If a chosen currency is unavailable, invoicing may default to USD with notice; some markets require local currency invoicing via local partners. If your card/bank does not support the invoiced currency, the issuer may convert at its rate/fee. Cross-currency disputes are resolved on the original invoiced currency and amount; FX movements after payment do not alter amounts owed.

7) Billing cycles, invoicing, and proration

Monthly plans bill on the subscription anniversary, moving to the last day of shorter months if needed. Annual plans bill every 12 months from contract start, often with prepay discounts. Usage-based services close on the last calendar day (UTC) and invoice early the next month. Invoices are emailed and available in the dashboard for at least seven years or longer if law requires. Mid-cycle upgrades or add-ons may be prorated; downgrades usually apply in the next cycle unless stated. Consolidated or separate invoices may be used depending on services or contracts. Proration uses day-based or unit-based methods as described in product docs or the Order Form. Back-billing for delayed provider data may appear on future invoices with clear annotations and supporting detail if requested. Renewal reminders may be sent; keep billing contacts current to receive them.

8) Payment methods, security, and mandates

Tanqory accepts major cards, bank transfers/wires, supported wallets/local rails listed in the dashboard or invoice, and approved alternatives. Cross-border transfers must arrive net of bank fees; include the invoice number for reconciliation. Card-on-file is tokenized; PCI DSS–certified processors handle storage, and CVV is never stored. Data is encrypted in transit and at rest. PSD2/UK SCA (e.g., 3DS) applies where required. Stored credential and merchant-initiated transactions follow card-network rules; initial consent and receipts are provided. SEPA Direct Debit (if supported) uses SEPA mandates with required pre-notifications. India recurring payments follow RBI e-mandate and AFA limits. If a payment fails, retries occur on a set schedule and you may be asked to update the method; autopay can be disabled before the due date to avoid attempts. High-value or high-risk payments may require KYB/KYC or source-of-funds checks to satisfy AML/CTF. Crypto/digital assets (if offered) require network confirmations; FX at payment time and network fees may apply.

9) Due dates, late fees, and interest

Each invoice states its due date (typically 7–30 days); full payment is required by then. Past-due balances may accrue late fees or interest at the contract rate, respecting legal caps (e.g., US state limits, EU unfair terms). Services may be suspended for non-payment, with reinstatement possibly requiring full payment and a reinstatement fee. Collection costs and bank fees for failed payments may be passed on where lawful. Grace periods, if any, appear on the invoice or contract; interest begins after any grace period. Payments apply to the oldest unpaid amounts unless law requires otherwise. Written requests for relief in force majeure or extraordinary circumstances are considered case by case. Risk controls such as reserves, reduced quotas, or feature limits may apply to high-risk or persistently late accounts.

10) Billing disputes and chargebacks

Disputes must be raised in writing within 30 days of the invoice date, identifying the invoice, amount, and rationale. Undisputed sums must be paid on time during review. Confirmed errors are corrected via credit/debit note or revised invoice. Chargebacks require prompt evidence submission (often within seven days of the network window); processor-imposed handling fees may apply (starting about USD 30). Excessive disputes or chargebacks can trigger reserves, holds, plan changes, or suspension. Chargebacks should not replace the normal dispute path, and Tanqory will use network representment rules; if services were authorized and delivered, re-billing may occur. Evidence may include delivery or service logs, usage records, consent records, and communications; double billing after representment is avoided under network standards. If the dispute window lapses without notice, the invoice is treated as accepted for billing purposes, without prejudice to mandatory statutory rights.

11) Credits and refunds

Refunds follow the applicable cancellation policy, SLA, or contract. Eligible refunds are processed to the original method within a reasonable period (target 14 business days) unless agreed otherwise. Annual prepayments cancelled after any stated grace period may be non-refundable unless law requires; service may continue to period end or credits may be offered case by case. Credits are non-cash, applied to future invoices, and non-transferable unless law or written agreement allows. Refund amounts reflect net paid after discounts; consumed usage (overage, transactional fees) is normally non-refundable. Alternative refund channels may incur pass-through banking fees with prior notice. SLA-validated outages may generate credits per SLA terms. If multiple payment methods were used, refunds may be split per processor rules. Consumer refunds observe mandatory timelines (e.g., “without undue delay” under EU/UK law) and card-network credit timing. Refunds are generally net of WHT or statutory deductions unless law compels gross refunds; documentation is provided for reconciliation. Prepaid credits or committed spend are typically non-refundable unless required by law or expressly agreed; pay-as-you-go partial-period refunds are uncommon unless a confirmed billing error occurred.

12) Price, quota, and term changes

Increases to prices, overage rates, or quota methods that raise costs come with at least 30 days’ notice and an effective date. Decreases or added value may be immediate or dated. Proration applies to plan changes where stated; term commitments in Order Forms govern any early termination fees. Tax or regulatory changes may be implemented as required, with clear invoice annotations. Add-on prices may change separately, with notice if current customers are affected. Promotional or introductory pricing reverts to standard rates after the stated term unless renewed explicitly. Auto-renew notices follow local laws on format, timing, and cancellation paths, including conspicuous cancel links and affirmative consent where required.

13) Suspension, termination, reserves, and holds

Non-payment, fraud or abuse, sanctions or AML flags, security risk, or material breach of Terms/AUP may result in feature limits, quota reductions, payout holds (if applicable), or suspension. Tanqory may set security reserves or delay payouts for high-risk or high-chargeback accounts; release depends on risk and payment history. Termination for cause may accelerate unpaid amounts where lawful. On termination, access may be disabled; data export follows the Terms/DPA, and outstanding balances remain payable. Reinstatement, if permitted, may require full payment, updated payment methods, and possibly a reserve. Marketplace or payout scenarios may include reserves calculated as a percentage of GMV or a rolling number of days, disclosed in writing, with payout schedules and reserve release cadence stated; periodic AML/KYB recertification may be required. After termination, invoices and payment history remain accessible for a reasonable period for audit or dispute; copies can be requested from billing@tanqory.com.

14) Compliance overlays (AML, sanctions, sectoral)

Billing and payments are subject to AML/CTF and sanctions screening (OFAC, EU, UN, UK, Singapore). Transactions that violate or risk violating sanctions may be blocked or reversed. Certain regulated sectors (financial services, health, high-value goods) may require additional KYC/KYB or may be ineligible under the AUP. Tanqory may refuse or reverse transactions that appear fraudulent or unlawful. Cooperation with lawful requests from regulators, card networks, or financial institutions is required; failure to cooperate may lead to suspension or termination. Marketplace or merchant-of-record contexts may require enhanced due diligence, adverse media or sanctions screening, and periodic revalidation.

15) Data retention and records

Invoices, payment confirmations, and billing communications are retained for statutory periods (often 7–10 years, depending on jurisdiction). Payment method data is tokenized and held by certified processors; Tanqory never stores CVV. Access to billing data is role-based and logged. Customers should download invoices or statements for their own records; audit trails for pricing changes, credit notes, and dispute outcomes are maintained. Personal data in billing is handled under the Tanqory Privacy Policy and applicable DPAs. Upon authenticated request, historical invoices or usage summaries can be provided after termination during the retention period unless law prohibits.

16) Communication and notices

Billing queries go to billing@tanqory.com; support issues go to support@tanqory.com; legal notices follow the addresses in the Terms/Order Form or legal@tanqory.com. Notices may be delivered via email, dashboard, or in-app; maintain current contacts. Where multiple contacts exist, notices may go to all billing contacts. Where local law requires specific language or format (e.g., consumer auto-renew notices, Quebec French), Tanqory will comply. Service-of-process and formal billing notices to Tanqory use the registered address or designated email as specified in contract.

17) Region-specific notes (illustrative)

EU/UK: VAT invoicing, reverse charge where applicable, SCA under PSD2/UK PSD, Peppol/EN 16931 formatting where mandated, consumer cooling-off for qualifying digital services, and auto-renew transparency. US/Canada: sales tax/GST/HST/QST where nexus exists; state auto-renew laws; card-network chargeback rules. India: RBI tokenization and e-mandate rules for recurring payments, possible WHT, GST e-invoicing if mandated for qualifying entities, and data localization by payment providers. Australia/Singapore/Japan: GST/VAT/consumption taxes per law; InvoiceNow/Peppol or local e-invoicing where required. Brazil/Mexico (if supported): local tax and e-invoicing will apply with details in annexes. Middle East (e.g., UAE, KSA): VAT and e-invoicing when in scope; local rails may be offered subject to provider availability. South Korea: VAT and cash-receipt rules may apply; local card or wallet rails may be supported. Quebec/France/EU consumers: language and notice requirements are honoured. Additional local rules such as withholding, reverse charge, or withholding certificates are reflected on invoices as required by law.

18) Error handling, audits, and SLA credits

If Tanqory or a customer detects a billing error, Tanqory will investigate using logs and metrics; validated errors are corrected via credit/debit note or corrected invoice, with concise explanations where consumer law requires. Tanqory may perform internal billing audits; SOC 1/SOC 2 reports may be available under NDA. Material discrepancies should be raised promptly and resolved in good faith. If regulators or tax authorities require re-issuance or extra data, Tanqory will assist reasonably; extensive custom reporting may incur agreed fees. SLA shortfalls are addressed with service credits as the exclusive remedy unless law requires otherwise; claims must be submitted within the SLA window and credits apply to future invoices, not cash, unless mandated. SLA calculations and exclusions (maintenance, force majeure, third-party outages) follow the SLA; billing disputes are not a substitute for SLA claims.

19) Security and fraud safeguards

PCI DSS–compliant processors, encryption (TLS 1.3/AES-256), RBAC/MFA, and segregation of duties protect billing operations. Payment fraud/threat detection may trigger extra verification or holds. Processor-only access to stored payment methods means Tanqory staff cannot retrieve full card data. Compromised accounts or payment methods should be reported immediately to support@tanqory.com; temporary holds may prevent misuse. MFA and device checks are recommended to protect billing settings. PSD2/UK SCA exemptions (e.g., transaction risk analysis or low-value exemptions) are applied where appropriate, with strong authentication enforced for high-risk transactions.

20) Imports, duties, and third-party fees

If physical goods or devices are provided, import duties, taxes, and fees are your responsibility unless explicitly included. Third-party platform fees (app stores, marketplaces, payment gateway fees) are separate unless bundled and disclosed. Telecom/ISP costs, external cloud costs, or third-party content fees remain yours unless expressly included in your plan.

21) Customer responsibilities

You must maintain accurate billing and tax details, valid payment methods, and adequate funds or limits for automated payments. Monitor usage and quotas, configure alerts or budgets where available, review invoices promptly, and raise disputes within the stated window. Comply with laws, the AUP, and payment network rules. Keep billing contacts current (preferably role-based mailboxes), and promptly report suspected billing errors, fraud, or unauthorized access.

22) Enterprise commitments

Order Forms may contain minimum commitments, ramp schedules, or true-up mechanisms; true-ups are invoiced per contract. Early termination fees, if any, are defined in the Order Form. Audit or reporting duties such as consumption reports must be fulfilled; failure may lead to estimated billing based on available usage data. Caps on overage or bespoke mitigation can be negotiated in the Order Form.

23) Settlement timing and reconciliation

Cards and wallets settle at authorization or capture under processor rules. Wires or bank transfers are credited on receipt; proof may be required. Any shortfall from bank fees or FX remains payable. Overpayments may be applied as credits or refunded on request after verification; payment identifiers (invoice numbers, customer IDs) should accompany remittances to speed reconciliation. Unidentified funds may be returned or held pending identification.

24) Imports, duties, and third-party fees

Physical goods, if offered, may incur import duties, taxes, or fees that are your responsibility unless explicitly included. Third-party platform fees, gateway fees, telecom or ISP costs, and external cloud or content fees are your responsibility unless expressly bundled in your plan.

25) Contact and escalation

Billing inquiries should be sent to billing@tanqory.com, urgent payment security issues to support@tanqory.com, and legal or escalation matters to legal@tanqory.com. The policy site is https://legal.tanqory.com/.

26) Updates and change log

Material changes to pricing/billing mechanics, notice practices, tax handling, or payment methods will be posted at https://legal.tanqory.com with the effective date/version and, where appropriate, communicated via email/dashboard before taking effect. If you do not agree with a change, you may downgrade/terminate before the effective date; mandatory consumer/tax laws still apply. The latest dated version controls.

Change history