TenderWise Refund Policy

Last updated: 2026-06-25

This Refund Policy forms part of and is incorporated into the TenderWise Terms of Service. Unless otherwise defined in this policy, capitalised terms have the meaning given to them in the Terms of Service. This policy applies to all paid subscriptions and one-time purchases made through the TenderWise platform.

1. Refund window — new subscriptions

If you are not satisfied with your TenderWise subscription, you may request a full refund within 7 calendar days of the initial paid subscription charge (the "Refund Window"). This one-time refund is available only for the first paid subscription on your account and does not apply to subsequent renewals or re-subscriptions.

To qualify for a refund under this section, you must not have used the Service substantially. We reserve the right to assess usage levels when determining refund eligibility.

2. Free trial period

TenderWise offers a 7-day free trial on eligible Pro subscriptions. During the free trial period:

You will have access to the paid features of the Service for the duration of the trial.
If you cancel before the trial period ends, you will not be charged.
If you do not cancel before the trial period ends, your subscription will automatically convert to a paid subscription and your payment method will be charged the applicable subscription fee.
The 7-day refund window under section 1 applies from the date of this first charge, not from the trial start date.

Free trial eligibility is determined at our discretion. We reserve the right to limit, modify, or withdraw free trial offers at any time.

3. After the refund window (renewals and ongoing subscriptions)

Subscription charges that fall outside the 7-day Refund Window are generally non-refundable, including:

Automatic renewal charges for ongoing subscriptions.
Charges for subscription upgrades or downgrades (the new rate applies from the next billing period).
One-time purchases or add-on features.

You may cancel your subscription at any time to prevent future renewal charges. Cancellation takes effect at the end of the current paid billing period, and you will retain access to paid features until that date. No prorated refunds are provided for partial billing periods.

4. How to request a refund

To request a refund, please send an email to billing@tenderwise.co.za from the email address associated with your TenderWise account. Include the following information:

Your full name and account email address.
The date of the charge and the amount paid.
A brief explanation of the reason for your refund request.

We will review your request and respond within 5 business days. Approved refunds will be processed within 10 business days and credited to the original payment method. Depending on your payment provider, it may take additional time for the refund to appear on your statement.

5. Partial refunds

In certain circumstances, we may offer partial refunds at our discretion, including but not limited to:

Extended Service unavailability or technical issues that materially impact your use.
Billing errors or duplicate charges (which will be fully corrected).
Exceptional circumstances assessed on a case-by-case basis.

6. VAT and taxes

Where a refund is granted, any applicable VAT or other taxes included in the original charge will also be refunded to the extent required by applicable law. TenderWise is not responsible for any tax implications of refunds; you should consult your tax advisor.

7. Exceptions and abuse

We reserve the right to refuse or limit refunds in the following circumstances:

Abuse: repeated refund requests from the same user or account.
Substantial use: clear evidence of significant use of paid features after the charge date, including full tender document access, AI summary generation, or advanced analytics usage.
Fraud: suspected fraudulent activity, payment disputes initiated in bad faith, or chargeback abuse.
Violation of Terms: accounts terminated for violation of the Terms of Service.

If a refund is refused under this section, we will provide a written explanation within 10 business days of your request.

8. Chargebacks

If you dispute a charge through your bank or payment provider (a "chargeback"), your account may be immediately suspended pending resolution. If the chargeback is found to be unwarranted, we reserve the right to:

Re-charge your payment method for the disputed amount plus any applicable chargeback fees.
Terminate your account for abuse of the payment process.

We encourage you to contact us at billing@tenderwise.co.za before initiating a chargeback so we can attempt to resolve the issue directly.

9. Cancellation process

To cancel your subscription and prevent future charges:

Via the platform: go to your Account Settings > Subscription and click "Cancel Subscription". Follow the prompts to confirm cancellation.
Via email: send a cancellation request from your registered email address to billing@tenderwise.co.za.

We will confirm your cancellation via email. If you do not receive a confirmation within 48 hours, please follow up to ensure the cancellation was processed.

10. Dispute resolution

If you are not satisfied with the outcome of your refund request, you may escalate the matter by emailing legal@tenderwise.co.za with your account details and the reason for escalation. We will review the matter within 14 days. This dispute resolution process does not affect your statutory rights.

11. Changes to this Refund Policy

We may update this Refund Policy from time to time. Changes will be posted on this page with a revised "Last updated" date. Material changes will be notified to active subscribers via email at least 14 days before the effective date. Your continued use of the Service after changes take effect constitutes acceptance of the updated policy.

12. Contact

For all refund and billing enquiries, please contact:

Email: billing@tenderwise.co.za
Response time: within 5 business days.

This policy does not constitute legal advice and does not create any contractual rights beyond those set out in the Terms of Service. For full compliance, consult qualified legal counsel.