Refunds and cancellation

In short

How to stop a Tidalux service, when a consumer can cancel a distance contract, and where a refund actually comes from.

• Cancel a monthly Tidalux service by emailing billing@tidalux.io. It usually runs until the end of the period you have already paid.
• If you buy as a consumer, at a distance, you may have 14 days to cancel.
• A Google Play or App Store purchase is refunded by that store, not by us.

Who this covers

This page covers services you buy from Tidalux Ltd on tidalux.io, including a website, hosting, a Wave product, and an invoice we issue. It also says, in short, how a TapYes purchase is refunded, because that charge is taken by the store or by Stripe on the TapYes site, not as a Tidalux invoice.

Cancelling a monthly service

Email billing@tidalux.io and include the invoice number or the site name. We aim to confirm within one working day. The service usually runs until the end of the period you have already paid, unless we agree to stop sooner. We do not usually refund a period already billed.

Either of us may end the wider contract on 30 days’ written notice, as the terms explain. When it ends, we will give you a reasonable window to export data we hold for you.

If you are a consumer

If you buy as a consumer, at a distance, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 may give you 14 days to cancel. The 14 days start the day after the contract is made. This is a consumer right. If you buy for your business, the proposal and the terms apply.

To use that right, email billing@tidalux.io with:

• your name
• the invoice number, site name, or order you are cancelling
• a clear statement that you want to cancel

Any clear wording is enough. You do not need a special form. We will confirm we have it.

If you cancel in those 14 days, we refund what you paid for the cancelled part within 14 days of your notice. The refund uses the same payment method where we can.

If you ask us to start the work during the 14 days, you can still cancel, and you pay a fair share for the work already done up to the day you cancel. If the contract is for digital content, and you expressly agree that we supply it immediately, and you acknowledge that you lose the cancellation right, that right can end when supply starts. We will ask for that agreement in the proposal, the invoice, or the checkout. We will not treat silence as a yes.

The Consumer Rights Act 2015 still applies. A service must be performed with reasonable care and skill. Digital content must be of satisfactory quality, fit for a purpose you told us about, and as described. Nothing on this page removes a right the law says we cannot remove.

Other refunds

Outside the 14-day right, we look at refund requests one by one. A project deposit follows the proposal. Email billing@tidalux.io with the invoice number and what went wrong. When we agree a refund, we aim to send it within 14 days.

Card payments

Card payments for Tidalux services are taken by Stripe, on Stripe’s payment page. We do not store the card number. Stripe tells us whether the payment succeeded. When we agree a refund of that payment, it goes back through Stripe to the same payment method.

You can pay a Tidalux invoice by UK bank transfer, using Faster Payments, where we agree that in writing. A refund of a bank payment is sent back to an account we agree with you.

A UK direct debit, where we set one up on request, is collected by GoCardless. You enter the bank details on their page. The Direct Debit Guarantee is part of that scheme. It is not a separate promise from us.

If you think a charge is wrong, email billing@tidalux.io before you dispute it with your bank, so we can look at the invoice. Older invoices may still show a previous checkout. New invoices use the methods printed on them.

Store purchases

In the TapYes Android app, paid extras are billed by Google Play, not by us and not by Stripe. On iPhone, the same extras are billed by the App Store. On tapyes.ch, they are billed by Stripe. The price is shown before you pay. We do not set that price on this page.

Cancel a renewing plan in the store, or on the site, where you bought it. A monthly plan renews until you cancel there. A one-off price is not a subscription. Refunds follow that store’s rules, or Stripe’s rules for a payment on the TapYes site. We do not control Google’s refund button, or Apple’s. You can still write to support@tidalux.io and we will help where the store lets us.

Quash is not in an app store. This page is not a purchase contract for Quash.

Contact

Invoices and Tidalux refunds: billing@tidalux.io. The contract: legal@tidalux.io. TapYes: support@tidalux.io. For a formal notice by post, use the registered office above.