Refund and Return Policy

This policy governs refund requests, cancellations, and returns for Tanqory's digital services (subscription software, add-on features, APIs, credit quotas) and for physical goods sold by partner merchants on the Tanqory platform. Tanqory does not currently sell its own hardware. Any future Tanqory-branded hardware program will be covered by a separate annex published in advance of launch. This policy anchors to global standards and key laws, including EU/UK Consumer Rights Directive and CRA, U.S. FTC/State Auto-renewal, APAC (PDPA/ACL/Consumer Protection), LATAM (CDC/LGPD), and data-protection regimes (GDPR/CCPA/PDPA SG), and reflects Tanqory's practice (transparent, actionable, with clear rights and steps). If this conflicts with an Order Form/SOW/regional appendix, the more specific and latest-dated document prevails.

1) Scope, Acceptance, and Language

This policy covers both B2B and B2C orders on Tanqory, including marketplace transactions, in-app purchases, and API-based billing. For partner merchants, the merchant is the seller of record; Tanqory provides platform and support channels for payments, communications, and dispute facilitation. Covered channels include Tanqory website/app, embedded API checkout, in-app purchase, and back-office/manual invoices confirmed via clickwrap/e-signature and durable medium (email/dashboard). All transactions are subject to applicable consumer-protection and personal-data laws (GDPR/UK GDPR, CPRA, PDPA SG, LGPD, APPI, PIPA KR), including auto-renew/recurring disclosure laws and consumer-contract rules (Consumer Rights Directive/UK CRA).

Refunding entity (effective 4 June 2026). Where Tanqory is the seller of record for the underlying transaction, refunds for new orders are issued by Tanqory Inc. (Delaware, USA) via the Tanqory Inc. Stripe (US) account, debiting from the Tanqory Inc. operating account at Column N.A. (Mercury). Refunds for legacy orders that originated on the Singapore Stripe account are issued by TANQORY PTE. LTD. (Singapore). The refunding entity matches the original billing entity for each transaction; refunds are returned to the original payment method whenever feasible per the rules below. Canonical: _compliance/sources-of-truth/10-pricing.yaml#contracting_entity and _compliance/sources-of-truth/11-banking.yaml.

Governing law/jurisdiction follow the Terms of Service, Terms of Sale, or Order Form. If this policy conflicts with a specific contract (Order Form/SOW/regional appendix), the more specific/latest document controls. Placing an order, paying, clicking “Accept,” or using digital services after trial constitutes express consent and evidence under most laws. Retain this policy and the Order Form in a durable medium for reference.

Before transacting, review the Terms of Service (platform use), Terms of Sale (sales/payment terms), Shipping Policy (shipping and Incoterm), Billing/Payment Terms (tax, invoicing, recurring charges), and regional appendices granting country-specific consumer rights. English is the primary language to maintain global consistency. If local law requires another language, or a translated version is provided, the legally required version or the English version on the dashboard/legal center governs. Where a specific language is mandated (e.g., Quebec, France), Tanqory/the seller will provide a compliant version. If you do not accept, stop ordering, cancel before digital service begins, or refuse delivery, and use the cancellation channel in checkout or dashboard to avoid charges.

2) Key Definitions

Digital Services: cloud software licenses, subscription plans (monthly/annual), credit quotas (compute/storage/API), add-on features (AI/CDN/Payments), data processing, and professional services that are not delivered as tangible goods. Once service starts or is activated, refunds are generally not provided except for billing error, mandatory law, or as stated in the Order Form/SLA.

Goods: physical goods sold by partner merchants through the Tanqory platform, including ready-to-ship, pre-order, or custom/made-to-order items (which may have return exclusions as stated). Tanqory itself does not sell hardware today. Trial/Promo: free trials or discounts with limited time or usage; when they end, billing starts automatically unless canceled per stated steps/times. Cancellation after a billing cycle starts is non-refundable unless otherwise stated or it is a billing error.

Cooling-off/Right of Withdrawal: 14-day consumer withdrawal right in EU/UK for goods and digital services not yet started or where the customer has not waived the right. Waiver must be obtained via clear consent before service starts. Once service is used, the right may expire per law. Durable Medium: a channel the customer can store/review (email, dashboard, downloadable file). Order confirmations, recurring notices, and refund/return decisions are sent this way for auditability.

Marketplace Seller: third-party seller using Tanqory to sell goods/services. The seller is primarily responsible for product quality and consumer-law compliance; Tanqory enforces baseline policy, facilitates contact, and mediates disputes per Platform Policy. Exclusions/no-return items are listed under non-returnable goods (e.g., activated digital downloads, gift cards, custom/made-to-order, “final sale”) and apply across channels unless local law forbids limiting rights.

Evidence includes receipt or tax invoice, payment info, order number, usage/technical evidence for digital services, and product/serial/shipping-label photos for goods, to meet anti-fraud standards and consumer-law burdens of proof.

Updates and notices

We may update this policy for legal, product, or process changes. Material updates will be posted at https://legal.tanqory.com with effective date/version and, where appropriate, announced via email/dashboard or durable medium before taking effect. The latest dated version controls; mandatory consumer rights remain.

Version History

3) General Principles for Refunds/Returns

Principles: transparency, fairness, and compliance with applicable law. Customers must know in advance what is returnable, conditions, timeframes, steps, and costs (return shipping, restocking, non-refundable taxes/duties) to make informed decisions. Tanqory provides accessible Help Center/dashboard request channels, clear forms, and predefined response SLAs. Decisions rely on proportionate evidence to reduce fraud/abuse. False information, forged documents, or abusive patterns may lead to denial or limited rights as permitted by law.

This policy honors local/cross-border law. If a law grants stricter rights (e.g., withdrawal/cooling-off, clear auto-renew disclosures, honoring DSA/GPC signals to avoid marketing without consent), Tanqory applies the strictest applicable baseline. Processes follow the Privacy Policy and data laws (PDPA/GDPR/CCPA, etc.), collecting only necessary data, limiting access, deleting/anonymizing when no longer needed or after legal/dispute retention, and using durable medium for results.

UI/Checkout implementation: non-returnable items, restocking/return-shipping fees, recurring/auto-renew disclosures, and any withdrawal/cooling-off impacts must be shown pre-submission with prominence at least equal to totals (no hidden fees or dark patterns) to meet EU UCPD/PID, UK CPRs, CA SB 478 “junk fee” rules, and U.S. FTC/State ARL standards.

UI example snippets (for implementation):

• Non-returnable: “Final sale. This item is non-returnable unless defective/misdescribed.”
• Restocking/return shipping: “Return shipping/restocking may apply for discretionary returns (see policy); waived if item is defective/wrong.”
• Auto-renew: “Renews every {cycle} at {price}. Cancel anytime before renewal in your dashboard. Pre-renewal notice will be sent.”

4) Refunds for Digital Services

Digital services are licenses/processing on cloud systems and are generally non-refundable except for billing errors, mandatory law, or as explicitly stated in the Order Form/SOW/special program. Tanqory will disclose conditions in checkout and dashboard, including that Trials/Promos roll into billing at end-of-term or upon trial end toggle. Cancellation after billing starts is not prorated unless specified or mandated.

For auto-renewal services, Tanqory will clearly display recurring charges before payment, send email confirmation, and provide an easy dashboard cancel shortcut, with advance notice of at least 30 days for annual plans to align with U.S. state laws, FTC/CA Auto-Renewal guidance, and PSD2-SCA standards. Metered/usage-based or credit-quota charges are not refunded if used or expired unless proven billing error. Professional Services (PS) are non-refundable once work begins, unless Tanqory fails to deliver per SOW/Order Form while the customer fulfilled obligations.

EU/UK withdrawal remains available if service has not begun and the customer has not waived in writing; customers may withdraw within 14 days for a full refund under law. Tanqory will keep evidence of consent to start immediately and any waiver in a durable medium for proof.

If service quality fails SLA or suffers material disruption, Tanqory will assess remediation, credits, or limited refunds per Order Form/SLA, considering fault, duration, and whether a fix/extension resolves it. Credits apply to future cycles, non-cash, and cannot exceed fees for affected periods unless law mandates. Service credits for SLA are separate from legal remedies for defective digital content where applicable (e.g., UK CRA).

5) Refunds/Returns for Physical Goods (Partner Merchants)

Tanqory does not currently sell hardware or first-party physical goods. The provisions in this section apply only to physical goods sold by partner merchants through the Tanqory platform. If Tanqory launches a first-party hardware program in the future, separate terms will be published before any such product is offered for sale.

Where a partner merchant offers physical goods, the Return Window and condition requirements (unopened/like-new, original packaging/accessories) are stated per SKU by the merchant. Standard window: 14 days from receipt unless extended/shorter per product category; custom/made-to-order/final sale may be non-returnable unless defective or misdescribed. RMA/Return Authorization is required; returns without RMA may be refused. Return shipping/restocking may apply if the item is not defective or misdescribed; fees are disclosed before approval.

For Marketplace Sellers, the seller’s policy applies if it meets at least Tanqory’s baseline and local law. Sellers must honor statutory rights (e.g., defective/misdescribed goods) and provide RMA, return address, and timelines. If the seller fails to respond, Tanqory may step in per Platform Policy, issue refunds consistent with law/platform rules, and may sanction the seller.

Pre-orders/backorders: if shipment exceeds updated ETA and the customer does not consent to the delay, the customer may cancel for a full refund (e.g., EU 30-day rule). Goods must be returned in the stated condition; serial mismatch or missing components may lead to denial or partial refund. DOA/defective on arrival must be reported within the stated window (e.g., 7–14 days); Tanqory/Seller may offer repair/replacement/refund depending on feasibility and law.

Return shipping: If goods are defective, misdescribed, or wrong item, return shipping is covered. For discretionary returns (change of mind where permitted), return shipping/restocking is borne by the customer unless local law says otherwise. Duties/taxes under DAP/DPU are generally non-refundable by Tanqory unless misbilled. Under DDP, the merchant that elected DDP is responsible for any duty/tax adjustment or refund to its customer; Tanqory does not perform, arrange, adjudicate or fund duty settlement or duty refunds. See the Merchant DDP Responsibility Terms.

6) Non-Returnable / Exclusions

Non-returnable unless defective/misdescribed or mandated by law:

• Activated/used digital downloads or redeemable codes.
• Gift cards/vouchers.
• Custom/made-to-order items.
• “Final sale” items clearly labeled before checkout.
• Expired trials/promos after conversion to paid.
• Goods lacking serial/ID match or missing major components/accessories not due to shipping damage.

Local law overrides: where consumer rights cannot be waived (e.g., major failure under AU ACL/NZ CGA, non-conforming goods under EU/UK), statutory remedies apply regardless of these exclusions.

7) Cooling-off / Right of Withdrawal (EU/UK and where applicable)

EU/UK B2C: 14-day withdrawal right for digital services not started without waiver; for goods, notify withdrawal within 14 days of receipt and return goods within 14 days of notice in original condition. Return shipping is generally the consumer’s cost unless non-conforming/wrong item. Tanqory/Sellers provide the EU model form and contact channels. If immediate service start is chosen, the waiver is captured with clear consent; once started, the right ends for the delivered portion. Refunds within 14 days of withdrawal notice (or receipt of goods) using the original payment method unless not feasible; clear communication of any deductions (e.g., diminished value) per law.

8) Auto-Renewal, Cancellation, and Easy Opt-out

All recurring offers must show clear and prominent recurring charge disclosures before payment, including price, billing cycle, auto-renew terms, and cancellation method/timeline. Email confirmation is required. Dashboard must offer an easy “cancel/do not renew” link/button in the same channel used to sign up (no dark patterns). Card-on-file and SCA/3DS consents are logged (timestamp, IP/UA, displayed disclosure). Pre-renewal notices: at least 30 days for annual plans (aligning with strict U.S. state rules); timing may vary by jurisdiction; follow the strictest applicable requirement.

Cancellation effects: stops future renewals; mid-cycle refunds only if specified or mandated. Content/data handling on cancellation will follow the Privacy Policy/Terms of Service (e.g., retention/deletion timelines).

9) Evidence and Processing Timelines (SLA)

Customers should submit:

• Order number, invoice/receipt.
• For digital: screenshots/logs of usage/error; for goods: photos of box, shipping label, product/serial.
• For duty/tax issues: customs receipt/proof of overcharge; incoterm (DAP/DPU/DDP).
• For auto-renew disputes: email confirmations/renewal notices and checkout disclosure captures.

Standard processing: acknowledge within 2 business days; preliminary decision within 7 business days unless otherwise stated; complex cases may need more time with notice. Refunds typically processed 7–14 business days after approval to the original method unless unavailable (then an agreed alternative). SLA may differ per Order Form/appendix.

Evidence must remain proportionate: requests for proof should be limited to what is necessary to validate eligibility and should not unreasonably burden consumers (to avoid unfair practice concerns under EU UCPD/FTC standards).

Refund mechanics: honor the EU/UK 14-day refund clock after valid withdrawal (or receipt of returned goods) and use the original payment method unless impossible, in which case offer a lawful equivalent with disclosure.

10) Data Protection for Refund/Return Requests

Processing follows the Privacy Policy and data laws. Purpose limitation/data minimization apply; only necessary data is collected. Access is restricted on a need-to-know basis. Retention typically 3–7 years or longer if required by law/disputes; then delete/anonymize. If consent is withdrawn for data needed to process the request, Tanqory will explain impacts and may be unable to proceed. Cross-border transfers use lawful mechanisms (e.g., SCC/IDTA) with TIA if required. No unnecessary marketing cookies for minors; GPC/opt-out signals honored where required.

11) Dispute Resolution and Escalation

If you disagree with a decision, you may appeal within 14 days of notice with reasons/new evidence. Tanqory will review fairly under applicable law and respond via durable medium. Escalate overdue/urgent cases through the channels in Appendix R9; Tanqory will expedite, explain delays, and set a concrete timeline. You may also complain to regulators per regional appendices; internal processes do not limit statutory rights.

All status, decisions, and communications are logged (audit trail). Communications use clear language, disclose fees/refunds/credits, and avoid dark patterns. Need-to-know access applies; logs are retained per legal retention rules.

12) Changes to Policy

Material changes (e.g., adding burden, new restrictions) will be announced at least 30 days in advance via email/dashboard (durable medium), unless urgent legal/safety reasons require earlier effect; reasons, timeline, and impact will be communicated. Latest version on the legal site is binding; if conflicts arise, the latest posted version prevails unless law mandates otherwise. Copyright remains with Tanqory Inc.; reuse requires permission except for lawful referencing. Continued use after the effective date constitutes acceptance; if you do not accept, stop using before the effective date to avoid charges/ongoing obligations. Complaints about changes may be filed via contact channels or regulators in Appendix R9; Tanqory will respond within legal/SLA timelines.

Part 2: Regional Appendices

Appendix R1: EU/UK (Consumer Rights, CRA, GDPR/ePrivacy)

1. 14-day withdraw/cooling-off (Directive 2011/83/EU and UK equivalent): B2C may withdraw digital contracts within 14 days if service not started or no explicit waiver; once consent to start and waiver is given, the right ends. For goods, notify within 14 days of receipt and return within 14 days; return shipping generally borne by consumer unless non-conforming/wrong item.
2. Physical goods defects: consumers may request repair/replace/refund without cost within a reasonable time; if unfixable in time, partial/full refund may apply.
3. UK CRA: digital content/services must be of satisfactory quality and as described; if defects persist beyond a reasonable fix, customers may seek repair/replace or partial/full refund per law, plus lawful damages.
4. Auto-renew/recurring disclosure: clear and prominent before payment; email confirmation; easy dashboard cancel link; avoid dark patterns; keep consent evidence (timestamp, IP/UA, displayed disclosure) in durable medium for disputes.
5. GDPR/ePrivacy/cookies: disclose processing necessary for refunds/returns/fraud prevention; purpose limitation/data minimization; if cookies used for analytics/marketing, obtain consent before loading; honor GPC/opt-out signals where required; cross-border transfers use lawful mechanisms (SCCs/UK IDTA) with TIA if needed.
6. Durable medium: order confirmation, recurring disclosure, decisions, and withdrawal rights must be sent via durable medium (email/dashboard downloadable).
7. Hidden-fee prohibitions: restocking/return-shipping or non-returnable terms must be disclosed before order submission; undisclosed fees may be unfair practices and unenforceable.
8. Dispute resolution: consumers may complain to consumer authorities or use the EU ODR platform for cross-border disputes; Tanqory will cooperate within lawful bounds.

Appendix R2: United States (FTC/Auto-Renewal/State Law, CPRA)

1. FTC Mail/Internet Order Rule: if goods/services cannot be delivered within stated time (or 30 days if none stated), obtain renewed consent; if declined, refund promptly. Noncompliance may be unfair/deceptive under the FTC Act.
2. State Auto-renewal laws (e.g., CA, VT and others): clear and conspicuous pre-payment disclosure of billing cycle, price, auto-renew terms, cancellation method/timing; email confirmation; easy cancel link/button in the same channel; no dark patterns.
3. Recurring/card-on-file: obtain express consent; log timestamp, IP/UA, displayed disclosure, and order reference; provide easy deletion/cancellation of stored cards.
4. CPRA/GPC and personal data: if data/cookies constitute “sell/share,” provide Do Not Sell/Share link and honor GPC. Limit processing for refund/return to necessity; state data-subject rights (access/delete/opt-out) transparently.
5. Cooling-off in certain states/products: specific state cooling-off rules (e.g., door-to-door, health club). Where stricter, apply the strictest applicable rule.
6. Disputes: customers may complain to state AG/FTC for unclear auto-renew, hard cancellations, or unlawful refunds. Tanqory will cooperate within data-law limits.
7. Durable medium: key disclosures (auto-renew, price, billing cycle, cancellation), order confirmations, and refund/return outcomes via durable medium (email/dashboard).
8. Compliance measures: Tanqory will align checkout/dashboard text to the strictest applicable state rules; provide visible cancel controls, minimal steps, and maintain consent/cancel logs for proof.
9. Other rules: controlled products may require FCC or other agency compliance; Tanqory will apply the strictest applicable standard without reducing statutory consumer rights.
10. Timing nuances: some states (e.g., VT, DC) have specific pre-renewal notice and cancellation timing; apply the strictest timing in any state where the offer is made and mirror it in the pre-renewal emails/UI.

Appendix R3: Canada (PIPEDA, Provincial Consumer, Quebec)

1. Auto-renew/recurring disclosure: clearly disclose recurring price/auto-renew terms and easy cancellation before payment; same-channel cancel link/button; email confirmation (durable medium).
2. Provincial consumer laws: comply with each province’s consumer rights; if a province grants stronger rights, that is the minimum.
3. Quebec specifics: language and consumer rules are stricter; if cooling-off/disclosures are required, Tanqory will comply and provide French documentation as mandated.
4. Personal data: comply with PIPEDA and stricter provincial privacy laws (e.g., Quebec, BC, Alberta); purpose limitation, transparency, rights to access/correct/delete/port.
5. Consent/withdrawal: for processing beyond contractual/legal necessity, obtain express consent; customers may withdraw, with clear explanation of impacts on refund/return handling.
6. Disputes/complaints: customers may complain to provincial consumer agencies or privacy regulators (OPC or provincial commissioners) for unfair auto-renew/disclosures or unlawful processing. Tanqory will cooperate per applicable data laws.
7. Durable medium: order confirmation, recurring disclosure, decisions, and cancellation/return rights via email/dashboard for recordkeeping.
8. Language/form requirements: for Quebec, provide French contract terms and disclosures where required; ensure font/format and cancellation wording meet provincial rules. Mirror mandatory clauses in French and ensure the cancel wording matches QC Consumer Protection Act standards.

Appendix R4: APAC (Singapore, Australia/NZ, Japan, Korea)

1. Singapore PDPA: processing for refunds/returns must state purpose clearly, minimize data, and allow access/delete/withdrawal per law. Withdrawal of necessary consent may prevent processing; Tanqory will explain impacts. Cross-border transfers require equivalent safeguards (contractual clauses or legally required measures).
2. Australia ACL / NZ CGA: for “major failure,” consumers may choose repair/replace/refund; for “minor failure,” seller may repair/replace within reasonable time, failing which partial/full refund may apply. Return terms must at least meet ACL/NZ CGA minima; contract terms cannot reduce statutory rights.
3. Japan APPI / Korea PIPA: state purposes, allow access/correction/deletion, and ensure adequate protection for cross-border transfers; obtain consent where required. If processors are used, execute contracts with required safeguards.
4. Auto-renewal disclosures: clear recurring charge, price, billing cycle, cancellation method/timing, easy cancel link/button, no dark patterns, email/durable confirmation before starting.
5. Australia spam/telemarketing: honor unsubscribe/opt-out for marketing; do not bundle consent with refunds/returns.
6. Disputes: consumers may complain to CASE (SG), ACCC/state (AU), NZ consumer agencies, or JP/KR regulators. Tanqory will cooperate within lawful bounds and provide required data.
7. Language/UI: provide disclosures in the language required by local law where mandated, and ensure pre-renewal notices and cancellation wording match local requirements (e.g., JP/APPI guidance on clarity).

Appendix R5: LATAM (Brazil, Mexico, and others)

1. Brazil: comply with CDC/LGPD, including clear refund/return rights, e-invoicing/withholding where applicable, and data subject rights.
2. Mexico: comply with consumer/PROFECO rules, cooling-off/return disclosure formats, and Spanish-language requirements where mandated; align receipt/notice formats with NOM/PROFECO guidance and provide Spanish UI/receipts where required.
3. Other LATAM: apply the strictest applicable consumer and privacy rules; provide clear auto-renew/cancellation disclosures and durable confirmations.
4. Data: follow LGPD-equivalent principles (purpose limitation, necessity, rights to access/delete), and lawful transfer mechanisms for cross-border processing.
5. Disputes: consumers may complain to local consumer agencies (e.g., Senacon/Procon in Brazil); Tanqory will cooperate within legal data-sharing limits.

Appendix R6: Middle East/Africa (if applicable)

Comply with applicable consumer/tax/customs rules, privacy laws (e.g., DIFC/ADGM data laws where relevant), and any mandatory language or cooling-off requirements. Provide clear recurring disclosures and cancellation methods. Where sanctions/export controls apply, follow the strictest applicable rule.

Appendix R7: Data and Privacy for Refund/Return Processing

Processing bases: contract and legitimate interests (fraud prevention/defense of claims), supplemented by consent where required (e.g., marketing cookies/optional data). Data minimization applies; retain only necessary data for the statutory period (generally 3–7 years unless law/disputes require longer). Cross-border transfers use SCC/IDTA or lawful mechanisms, with TIA where required. Honor GPC/opt-out signals for marketing cookies. No unnecessary marketing cookies for minors or where prohibited. Provide data-subject rights (access, delete, restrict, object, port) per applicable law; withdrawal of necessary processing may limit service handling and will be explained.

Appendix R8: Regulated/Controlled Goods

For controlled/regulated goods (e.g., encryption software, communications hardware, lithium batteries, hazardous materials, health devices), returns/refunds may require compliance with export/import, safety, and licensing rules. Provide accurate HS codes/serials and required documents. Non-compliance may lead to refusal, cost recovery, or destruction per law. Statutory consumer rights still apply for defects/misdescription, but logistical/legal constraints (e.g., HAZMAT transport limits) may affect return options; Tanqory will offer repair/replace/refund consistent with law and safety.

Appendix R9: Consumer Complaint Channels (Summary)

Consumers may escalate to regulators in their jurisdiction:

• EU/UK: consumer authorities or EU ODR platform.
• U.S.: state consumer agency/Attorney General or FTC.
• Canada: provincial consumer agency; privacy regulators (OPC or provincial commissioners).
• Singapore: CASE; Australia: ACCC; NZ: consumer agencies; Japan/Korea: relevant consumer/PIPA/APPI regulators.
• Brazil: Senacon/Procon; Mexico/other LATAM: local consumer agencies.
  Tanqory’s internal processes do not limit statutory rights to complain to regulators.

Part 3: Quick Practice, Tables, and Audit

Quick Reference: Required Evidence

Additional guidance:

1. Photos/video should show serial, label, and packaging; for shipping damage, include outer box before opening.
2. For billing error/auto-renew disputes, include email confirmations and timestamps of notices to prove presence/absence of required disclosure.
3. For duty/tax overcharge, attach customs receipt/duplicate charge proof and incoterm (DAP/DPU/DDP) to assign responsibility. Duty claims on merchant-sold goods are directed to that merchant.
4. If redacting, avoid removing necessary proof; you may mask unnecessary card digits while explaining the redaction.
5. All evidence is used under purpose limitation/data minimization; additional data will be requested only as needed with reasonable deadlines.
6. Missing evidence by deadline may delay or temporarily close the request; you may reopen with complete data.
7. For SLA disputes (digital/shipping), include timestamp and Status Page URL at the time of impact to speed verification and credit calculation.

Submit evidence via designated channels (dashboard/forms) to ensure secure logging/audit. Evidence sent elsewhere may need re-submission through official channels.

Common Scenarios and Remedies

• Duplicate charge: Submit via dashboard as “billing error” with invoice/reference; Tanqory reviews logs within 2 business days and refunds/credits within 7–14 days if confirmed. Refund through original method or agreed alternative; results via durable medium.
• Digital service inaccessible after payment: Open support case with time of test/error message; if uptime below SLA and eligible, credit in next cycle per SLA/Order Form cap; non-cash; formula and amount explained.
• Hardware DOA/damaged in transit: Request RMA within stated window; attach photos before use and of parcel. Tanqory issues return label, ships replacement or refunds after inspection; communicate findings/refund via durable medium with appeal rights.
• Pre-order delay: If beyond updated ETA and no renewed consent, cancel and receive full refund under consumer law (e.g., EU 30 days), applying the strictest applicable rule.
• Destination duty overcharge/double charge: Attach duty receipt/overcharge proof and incoterm evidence (DDP/DAP/DPU). For goods sold by a merchant, the claim is handled by that merchant, which is the seller and the party responsible for duties under its elected delivery terms. Tanqory does not receive, hold or refund import duties.
• Marketplace seller non-response: Report via Help Center; Tanqory will contact the seller, issue case ID, track per SLA, and apply Platform Policy if the seller fails. May refund per seller policy and law, and will inform results and regulator channels per Appendix R9.

Short FAQ

• Can I cancel an annual plan? Yes, anytime for next cycle; amounts paid are non-refundable unless billing error/mandatory law/Order Form states otherwise. Cancel button in dashboard and cancel link in renewal emails per auto-renew laws.
• Extend/renew trial? Depends on announced promo/eligibility; if not extended, billing starts at trial end; cancellation after billing start is non-refundable unless stated or billing error.
• How to reissue e-invoice? Submit via form with tax info and invoice number to correct; fees may apply per Billing Policy and local law; refunds may wait for correct tax docs.
• How long are refund/return records kept if account closes? Retained per legal/dispute needs (typically 3–7 years); then deleted/anonymized. Longer if disputes remain open.
• Where is the easy cancel? Dashboard > Billing/Subscription has immediate cancel; renewal emails include cancel links per state/country auto-renew laws, with consent/cancel logs kept as evidence.

Audit & Traceability

• Log recurring/auto-renew consent (timestamp, IP/UA, displayed disclosure) to support disputes and PSD2/SCA and state/national auto-renew laws.
• Maintain chain-of-custody for returns: RMA, return tracking, evidence photos, inspection results, refund outcomes, to prevent swaps and support claims.
• Use ticket IDs for all refund/return requests; set auditable SLA for intake/updates/closure; provide log copies on request where lawful, respecting data minimization.
• Conduct monthly sample audits for high-volume/risk cases; summarize to improve processes and reduce repeat issues (e.g., recurring billing errors or repeated shipping delays on the same route/carrier).

Liability Quick View

• Digital services: provided “as-is/as-available”; aggregate liability capped at fees paid in the 12 months before the event unless law forbids; no punitive/exemplary damages unless mandated; limitations must not reduce non-waivable consumer rights.
• Hardware/devices: liability per warranty/DOA/RMA and consumer laws (major/minor failure standards in some countries); consumers may seek repair/replace/refund as appropriate.
• Marketplace sellers: sellers are primarily liable for their goods; Tanqory liable as platform only as set by law/appendices; if sellers miss baseline, Tanqory may enforce Platform Policy.
• Force majeure/controlled goods: liability may be excluded/limited per contract and law, but rights to complain to regulators or use contact channels remain for non-waivable rights. SLA credits do not waive statutory consumer remedies; statutory rights (e.g., for defective goods/digital content) remain available regardless of SLA credit grants.