Refund Policy

In short

• The first paid invoice of a new hosted workspace can be refunded in full if you ask within 14 days of paying it. You do not need to give a reason.
• If an invoice was wrong, we correct it with a credit note. You can ask at any time.
• Other invoices are not normally refundable, but we are reasonable. A person looks at every request and replies in writing.
• A self-hosted licence can be refunded within 14 days of its first activation if the product cannot be used for your documented purpose and we cannot fix that.
• Maintenance renewals are not refundable after the renewal date.
• We pay approved refunds to the original payment method or bank account within 30 days of approval.
• Every refund comes with a credit note. VAT credit notes are issued within 14 days of the event.
• To ask, write to info@tarleaks.com.

This policy is part of the Terms of Service of Tarleaks ("we", "us"), who operate Tarleaks ERP. It explains when you can get your money back and how.

1. About this policy

1.1 This policy applies to amounts you have paid to us for the hosted Tarleaks service and for self-hosted licences ("you" means the customer named on the invoice).

1.2 In this policy:

• Hosted service means Tarleaks ERP run by us for you in a workspace.
• Self-hosted licence means a licence to install Tarleaks on your own servers using a signed licence key. It is paid by a one-time licence fee and a yearly maintenance and renewal fee.
• Credit note means a document, issued as a tax credit note where VAT is involved, that reduces or cancels an invoice.
• Refund means returning money you have paid to the payment method or bank account you paid from.

1.3 This policy does not limit any right you have under the law that cannot be waived by contract.

1.4 If an order form signed by both of us has different refund terms, the order form applies.

2. First invoice of a new hosted workspace

2.1 You can have the first paid invoice of a new hosted workspace refunded in full. This applies if you ask within 14 days of the date on which you paid it.

2.2 You do not have to give a reason, and you do not have to prove that something went wrong. We want you to be able to try the service with confidence.

2.3 The refund includes the VAT you paid on that invoice. We issue a credit note for the whole amount.

2.4 This applies once, to the first paid invoice of each new hosted workspace. It does not apply to later invoices of the same workspace.

2.5 A refund does not by itself close your workspace. If you also want to stop using the service, please tell us in your request. Your data remains available for you to export, and we do not delete it automatically (see the Payment and Grace Period Policy and the Terms of Service).

3. Invoices that were wrong

3.1 If an invoice contains a mistake, we correct it with a credit note. You can ask at any time.

3.2 Typical examples are a wrong number of seats, a wrong price or plan, a wrong VAT amount, a wrong customer name or TRN, or a duplicate invoice.

3.3 If you have already paid, we refund the difference. If you have not yet paid, we replace the invoice with a corrected one and you pay only the corrected amount.

3.4 If you tell us in good faith that an invoice is wrong, the amount in question does not move your account through the courtesy steps while we look into it. Please see the Payment and Grace Period Policy.

3.5 If we find the mistake ourselves, we correct it and tell you without waiting for you to ask.

4. Other hosted invoices

4.1 Invoices other than the first paid invoice are not refundable, because they are for service you have already used. Billing is monthly, in arrears.

4.2 We are reasonable. If something went seriously wrong, for example a long outage that affected your work, or you were charged for seats you had removed, please write to us. A person at Tarleaks will review your request and decide in writing, with reasons.

4.3 If we agree to a refund or a credit in this way, it is a decision for that case. It does not create a right to the same treatment later, but we will treat similar cases in a similar way.

5. Self-hosted licences

5.1 Licence fee. The one-time licence fee can be refunded if you ask within 14 days of the first activation of the licence and both of the following are true:

• the product is unusable for your documented purpose; and
• we cannot fix the problem.

5.2 "Your documented purpose" means the purpose described in your order form or in the written requirements you gave us before the purchase. Please send us a clear description of the problem. We will give you a fair chance to work with us on a fix first.

5.3 If we refund a licence fee, the licence ends. You must stop using the software on your servers. You keep your own data, and we will help you to export it if you need it.

5.4 Maintenance and renewals. Yearly maintenance and renewal fees are not refundable after the renewal date. If you ask before the renewal date, we refund the renewal in full.

5.5 If a maintenance or renewal invoice is wrong, section 3 applies in the same way.

6. How to ask for a refund

6.1 Write to info@tarleaks.com. Please give:

• the name of your workspace or the licence;
• the invoice number and the date of payment; and
• a short description of what you are asking for, and for self-hosted licences, the problem you found.

6.2 We will reply in writing. If we approve the refund, we will tell you the amount and when it will be paid. If we cannot approve it, we will tell you why.

6.3 If you are not satisfied with our reply, you can ask for a second review by writing to info@tarleaks.com. A different person will look at it where possible.

6.4 If you plan to dispute a payment with your bank or card provider, please contact us first. We will usually be able to resolve the matter faster and without extra cost to either of us.

7. How and when we pay

7.1 We pay every approved refund to the original payment method or bank account that you used to pay. We do this within 30 days of approval.

7.2 Refunds are made in the currency of the original invoice. Your bank may take a few additional days to show the money in your account, and may apply its own charges, which we do not control.

7.3 For every refund, we issue a credit note showing the amount refunded and the VAT, where VAT applies. We issue VAT credit notes within 14 days of the event that gives rise to them.

7.4 You can find the credit note in your workspace under Settings → Billing. We also send it by e-mail.

8. Partners and refunds

8.1 If a partner introduced you to Tarleaks, your refund is the same as for any other customer. The commission that the partner earned on the refunded amount is reversed. This is a matter between us and the partner and does not reduce your refund.

8.2 A partner has no authority to promise you a refund or to change this policy.

9. Contact and language

9.1 Refund requests and questions: info@tarleaks.com.

9.2 Formal notices and second reviews: info@tarleaks.com, or United Arab Emirates.

9.3 This policy forms part of the Terms of Service. The language clause of the Terms of Service also applies to it. The latest version is always available at https://tarleaks.com/refunds/.