Refund Policy

1. Scope and your statutory rights

This policy is operated by CC Pty Ltd ("Tandem," "we," "us"), an Australian company and the seller of record. It applies to all self-serve plans — monthly, annual, and paid self-hosted licences — purchased on tandembase.xyz. Enterprise agreements above AUD 100,000 are governed by your signed Master Services Agreement (MSA), not this page.

Your statutory rights come first. Nothing in this policy limits, excludes, or modifies any right or remedy you have under the Australian Consumer Law (ACL), EU/UK consumer-protection rules, or any other law that cannot be excluded. Where this policy is more generous than the law, the more generous term applies. Where the law gives you a stronger right than this policy, the law wins.

2. Quick summary

• Change your mind within 3 days of your first paid charge — full refund, no questions asked, in every jurisdiction (Section 3).
• 30-day conditional pro-rated refunds where your consumer law requires more — for example, Australia under the ACL (Section 4).
• Cancel later — one click, any time; billing stops at the end of the current period (Section 5).
• Billed by mistake (double charge, charged after cancel, paid-but-never-provisioned) — always refunded in full (Section 6).
• Our service failed you — consumer-guarantee remedies, including a refund of your choosing for a major failure (Section 7).
• EU/UK/EEA consumer — 14-day right of withdrawal (Section 8).

3. 3-day refund window (all customers)

If you're not happy for any reason, request a full refund within 3 calendar days of the first successful charge on a new subscription and we'll refund it in full — including any GST/VAT/sales tax — to your original payment method. No justification required. This window applies in every jurisdiction.

• Applies once per organisation, per plan (your first paid subscription). Upgrades don't re-trigger it.
• Renewals are not covered by this change-of-mind window — but you can cancel any time to stop the next charge (Section 5).
• On a change-of-mind refund we revoke any self-hosted licence key and downgrade hosted workspaces to read-only within 24 hours. (A service-failure refund is handled differently — Section 7 — with an orderly wind-down, not an instant cut-off.)
• Abuse guard: more than two refund-then-repurchase cycles on the same account flags it for manual review and disables one-click auto-refund. This guard targets repeat extraction only — it never applies to anyone exercising a genuine consumer-guarantee or statutory right.

This window is a voluntary commercial promise. It is in addition to — not a replacement for — your non-excludable statutory rights in Sections 7 and 8, which have no time limit of this kind.

4. 30-day conditional pro-rated refunds (where consumer law requires)

In jurisdictions whose consumer law requires it — for example, Australia under the Australian Consumer Law — we additionally offer conditional, pro-rated refunds for 30 calendar days from your first successful charge.

• The refund is pro-rated to unused time, calculated on the price you actually paid — we never retroactively re-price the time you used at a higher rate, and you will never end up worse off than if you had paid month-to-month for the time you used.
• The same conditions as Section 3 apply: once per organisation per plan, renewals excluded, licence keys revoked and hosted workspaces downgraded on refund, and the same abuse guard.
• The exact refund figure is shown to you before you confirm.

This conditional window never narrows your statutory rights: where a consumer guarantee (Section 7) or withdrawal right (Section 8) gives you more, the stronger right applies.

5. Cancellation and prepaid (annual) refunds

You can cancel any plan at any time from your billing portal in one click. Cancellation takes effect immediately for future billing; your access continues until the end of the period you've already paid for, and you won't be charged again. We email you a dated cancellation confirmation.

• Monthly plans: cancelling stops the next charge. We don't refund the current partial month outside the windows in Sections 3-4, because you retained access for it.
• Annual prepaid plans: if you cancel before the term ends, we refund the unused whole months, calculated pro-rata on the price you actually paid for the annual term. We do not retroactively re-price your used months at the monthly rate, and we never claw back more than the discount you actually received.
• Reducing seats mid-cycle: Stripe applies a proration credit to your next invoice (not a cash refund).
• Paid self-hosted licences: the windows in Sections 3-4 apply; after that there is no pro-ration (there's no metered runtime to refund). Your licence key is revoked on a change-of-mind refund.

6. Billing errors — always refunded

We always refund, in full, regardless of any window:

• a duplicate or double charge;
• a charge after you cancelled;
• a charge for a workspace, seat, or licence that was paid for but never successfully provisioned.

Tell us at legal@tandembase.xyz and we'll correct it promptly.

7. If our service fails you (Australian Consumer Law)

This section cannot be excluded and overrides anything else on this page.

Under the ACL, our service comes with guarantees that it will be provided with due care and skill, be fit for any purpose we describe, and match its description. Because Tandem's self-serve plans are well under the AUD 100,000 consumer-acquisition threshold, every self-serve customer is a "consumer" under the ACL — including businesses, companies, and sole traders buying seats. These rights apply whether you bought as an individual or for your business.

• Minor failure (something we can fix within a reasonable time): we may choose to repair, re-supply, or credit it. We'll resolve it promptly.
• Major failure (the service can't be fixed within a reasonable time, is substantially unfit for its purpose, or you wouldn't have subscribed had you known): you choose between a refund or a re-supply. We will not insist on a credit-only or fix-only outcome — the choice is yours.

A service-failure refund is available at any time the guarantee is engaged; it is not limited to the windows in Sections 3-4. For self-hosted customers, a service-failure refund comes with an orderly wind-down (grace period), not an instant key revocation.

"Our refund policy does not limit your rights under the Australian Consumer Law. You are always entitled to a refund, repair or replacement if our service is faulty, not fit for purpose, or not as described. For a major failure, the choice of remedy is yours."

8. EU / UK / EEA consumers — 14-day right of withdrawal

If you are a consumer (a natural person acting outside your trade or profession) in the EU, EEA, or UK, you have a 14-day right of withdrawal from the day your subscription is concluded, for any reason.

• How to withdraw: email legal@tandembase.xyz. You may use the model withdrawal form set out in EU consumer law, but you don't have to.
• Refund: we reimburse all payments received, to your original payment method, without undue delay and no later than 14 days after we're told you're withdrawing. There is no cost to you for withdrawing.
• Digital-service exception (how you can lose this right): because Tandem is a digital service that may start immediately, you can ask us to begin before the 14 days are up. If you do, we will ask you at checkout to (a) expressly request immediate access and (b) acknowledge that you thereby lose your 14-day right of withdrawal. Both are separate, un-pre-ticked confirmations, and we confirm them to you in your order email. Only if you give both confirmations does the withdrawal right end once we begin.
• Using the product on its own does not cancel your withdrawal right — only the confirmed consent above does.

9. How to request a refund

Email legal@tandembase.xyz from your account email, or use Billing → Request refund in-app. Refunds go to the original payment method. Most are processed within 3 business days (EU withdrawals within 14 days; see Section 8). GST/VAT is reversed automatically on the refund where Stripe Tax is enabled.

10. Chargebacks and disputes — please talk to us first

A chargeback costs us a non-refundable network fee and is slower for you than a direct refund. If anything's wrong, email legal@tandembase.xyz before contacting your bank — under this policy we refund change-of-mind requests for 3 days everywhere (30 days pro-rated where consumer law requires), all billing errors always, and all genuine service failures, so a dispute is almost never necessary.

If you do file a dispute, we respond in good faith and immediately refund (or accept) any dispute backed by a genuine consumer-guarantee or statutory claim — we never fight a legitimate fault, fitness, or "not received" complaint. We only contest disputes that are fraudulent, unrecognised, or duplicate where no consumer guarantee is engaged.

11. Contact

Refunds and legal notices: legal@tandembase.xyz · Support: support@tandembase.xyz · General: hello@tandembase.xyz