What this policy covers
This policy applies to subscriptions to the Tiybe application bought directly from Tiybe: plans and add-ons, billed per company, on a monthly or annual cycle, at the charges published on our pricing page. It sits alongside our Terms of Service; where the two appear to disagree, read them together and ask us.
Payments are processed by Razorpay. Tiybe never receives or stores your card details, and any refund we approve is returned through Razorpay to the payment method the original payment came from.
Where the currency shown to you differs from the currency your payment is settled in, the amount is converted at the time the payment is taken. The converted figure on your statement can therefore differ slightly from the figure displayed to you, and a refund is subject to the same conversion on the way back.
The free 30-day trial
Every plan starts with a free 30-day trial. No credit card is required to start one, and no payment is taken during it. You are charged only once you choose a plan and complete a payment.
Because nothing is charged for a trial, there is nothing to refund for one. If you decide Tiybe is not for you before the trial ends you can simply stop using it — letting a trial lapse costs you nothing and needs no cancellation.
How to cancel
Add-ons can be cancelled by you, from the add-ons screen in the Tiybe app. The subscription moves to a cancelled state immediately — it does not disappear, and what happens to your access is described in the next section.
For anything else, or if you would rather we did it, send us a cancellation request through our contact page. Tell us the company the subscription is registered to and the email address on the account, so we act on the right subscription rather than guessing at it.
TODO(business): confirm whether a plan-level subscription can also be cancelled by the customer inside the app, and name that screen here so nobody has to email us to stop paying.
When cancellation takes effect
Cancelling stops future billing. It does not cut off access you have already paid for: your subscription stays usable until the end of the period you have paid up to, and the cancellation takes effect at that point. You are not charged again in the meantime.
If you change your mind while that paid period is still running, you can turn the subscription back on at no extra cost — there is no new payment, and you keep the same end date. Once the paid period has ended, starting again means a new payment.
TODO(business): how long your data is kept after a subscription ends, and how to export it, is not published yet. Ask us before you cancel and we will confirm in writing what will happen to your data.
Refund eligibility
Every refund request is read by a person and assessed on what actually happened to your account. Two things are worth knowing before you ask for one: the free trial exists so that you can evaluate Tiybe fully before any money changes hands, and cancelling never costs you access you have already paid for — so a refund is usually not the thing you need.
TODO(business): the circumstances in which a payment can be refunded — including any money-back period, and how a mid-term annual cancellation is treated — have not been decided. Until they are published here, contact us and we will assess your request individually.
What is not refundable
TODO(business): we have not yet published a list of charges that cannot be refunded. Nothing on this page should be read as saying a particular charge is non-refundable until that list appears here.
Cancelling add-ons
Add-ons are optional modules bought on top of a plan. Which ones exist, and what each one costs, is listed on the pricing page.
Each add-on is cancelled independently, and cancelling one does not affect your plan or any other add-on. The same rule applies as above: billing stops, and the module keeps working until the end of the period you have paid for. Turn it back on inside that window and there is nothing more to pay; after the window closes, re-enabling it is a new purchase.
TODO(business): whether the unused remainder of a cancelled add-on can be refunded or credited, rather than simply running to its end date, has not been decided.
Failed and duplicate payments
A payment that fails is not a charge. Nothing is settled to Tiybe and there is nothing for us to refund. A subscription waiting on a payment sits in a pending-payment state and only becomes active once Razorpay confirms the payment, so a failed attempt leaves you no worse off than before you made it. Some banks briefly show a pending authorisation against a failed attempt; that is held and released by your own bank, not by us.
If you believe you have been charged twice for the same subscription period, tell us through the contact page and include the payment reference from your bank statement or your Razorpay receipt. We check it against our own records and against Razorpay's, which is the only reliable way to tell a genuine duplicate from a retry that looks like one.
TODO(business): how a confirmed duplicate charge is put right — returned as a refund or credited against your next invoice — and how quickly, is still to be published.
How a refund is issued
Where a refund is approved, it is issued through Razorpay and returned to the payment method the original payment came from. We cannot redirect a refund to a different card, account or person: Tiybe never holds your payment details, so the return path is fixed by the original transaction.
Once we initiate a refund, when the money actually reaches you is determined by Razorpay and by your card issuer or bank. That leg is outside Tiybe's control, and we will not pretend otherwise by quoting you a date we cannot keep.
TODO(business): the time we take to process an approved refund, and the settlement window to quote for it reaching your account, are not published yet.
Chargebacks and disputes
If you raise a chargeback with your bank or card issuer it opens a formal dispute through Razorpay. We are asked for evidence, and your issuer — not Tiybe and not Razorpay — decides the outcome. That process runs on the card networks' timetable and is almost always slower than asking us.
So please contact us first. If a charge is wrong we would rather fix it directly than have both of us wait on a dispute.
TODO(business): whether account access continues while a chargeback is being decided, and how dispute fees are handled, is still to be agreed.
How to contact us
Cancellations, refund requests and billing questions all go to the same place — our contact page. Including these three things gets you a straight answer first time, rather than a reply asking for them:
- the company name the subscription is registered to
- the email address on the account
- the payment reference from your Razorpay receipt or bank statement, if your question is about a specific charge