Refund & Cancellation Policy

Last updated: January 26, 2025

1. Overview

TangiCred Limited is committed to customer satisfaction and complies with all UK consumer protection regulations, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

This policy covers refunds and cancellations for both our Personal Portal Service subscriptions and Enterprise solutions.

2. Your Cancellation Rights

2.1 14-Day Cooling-Off Period

Under UK law, you have the right to cancel most online purchases within 14 days without giving any reason. This applies to:

• New subscription sign-ups
• NFC device purchases
• Enterprise service agreements (unless already commenced with your consent)

2.2 Cancellation Period Start Date

Your 14-day cancellation period begins:

• Subscription Services: From the day you sign up and receive confirmation
• Physical Products: From the day you (or someone designated by you) receives the goods
• Digital Services: From the day the contract is concluded

3. How to Cancel Your Order

To cancel, follow these steps:

1. Contact us by email at hello@tangicred.com
2. Provide your order number, account details, and reason for cancellation (optional)
3. We'll acknowledge your cancellation request within 24 hours
4. For physical products, follow our return instructions
5. We'll process your refund within 14 days of receiving your cancellation

You can also send a clear written statement to our registered address.

4. Subscription Services

4.1 Personal Portal Service (£6.99/month)

Trial Period

New customers receive a 14-day free trial period. You can cancel anytime during the trial without charge.

Monthly Subscriptions

• Immediate Cancellation: Available within 14 days of initial sign-up
• Ongoing Cancellation: Cancel anytime with effect from the next billing cycle
• No Partial Refunds: Monthly fees are non-refundable once the service period has commenced
• Service Access: Continues until the end of your current billing period

Annual Subscriptions

If you choose annual billing:

• 14-day full refund window from initial purchase
• After 14 days: Pro-rata refund for unused months
• Minimum 30-day advance notice required

4.2 Enterprise Solutions

Enterprise agreements are subject to individual contract terms, but you retain statutory cancellation rights:

• 14-day cancellation period (unless service has commenced with your explicit consent)
• Custom cancellation terms as agreed in your contract
• Pro-rata refunds for unused services where applicable

5. Physical Products & NFC Devices

5.1 Return Conditions

To return NFC devices or other physical products:

• Timeframe: Within 14 days of receipt
• Condition: Items must be unused and in original packaging
• Completeness: All accessories and documentation included
• Hygiene: Items must be in hygienic condition

5.2 Return Process

• Contact us for return authorization and instructions
• We'll provide a prepaid return label
• Package items securely in original packaging
• Send via the courier service we specify
• Keep your tracking reference until refund is processed

5.3 Return Costs

• Faulty Products: We pay all return costs
• Change of Mind: You pay return costs unless item is faulty
• Incorrect Orders: We pay all return costs

6. Refund Processing

6.1 Refund Timeline

We process refunds within:

• Digital Services: 14 days from cancellation request
• Physical Products: 14 days from receiving returned items
• Faulty Products: Immediately upon confirmation of fault

6.2 Refund Method

Refunds are processed using the same payment method you used for the original purchase:

• Credit/Debit Cards: 3–5 business days
• PayPal: 1–2 business days
• Bank Transfer: 2–3 business days

6.3 Refund Amount

• Full Refund: Original purchase price plus standard delivery costs
• Deductions: Return shipping costs (if applicable)
• Currency: Refunded in the original currency of purchase

7. Exceptions to Refund Rights

7.1 Services That Cannot Be Refunded

Under consumer law, you cannot cancel certain services:

• Digital services that have been fully performed with your prior consent
• Services where you've explicitly requested immediate performance
• Personalized or customized products
• Services after the 14-day cancellation period (except for ongoing subscriptions)

7.2 Products That Cannot Be Returned

• Items damaged by misuse or normal wear and tear
• Products returned after the 14-day period without valid reason
• Items that have been personalized or modified
• Software or digital downloads that have been accessed

8. Faulty Products & Services

8.1 Your Rights Under Consumer Law

If products or services are faulty, you have additional rights:

• Short-term right to reject: 30 days for physical goods
• Right to repair or replacement: For items that develop faults
• Right to partial or full refund: If repair/replacement isn't possible
• Compensation: For any consequential losses

8.2 Reporting Faults

To report a faulty product or service:

• Contact us immediately when you discover the fault
• Provide detailed description of the problem
• Include photos/videos if applicable
• Keep all packaging and documentation

9. Dispute Resolution

9.1 Internal Resolution

We aim to resolve all refund disputes quickly and fairly:

• Initial response within 24 hours
• Full investigation within 5 business days
• Final resolution within 14 days

9.2 External Resolution

If you're not satisfied with our response:

• Citizens Advice: Free consumer advice and support
• Trading Standards: Report unfair trading practices
• Financial Ombudsman: For payment-related disputes
• Small Claims Court: For unresolved disputes

10. Special Circumstances

10.1 Cooling-Off Period Extensions

We may extend the standard 14-day period in certain circumstances:

• Postal delays or delivery issues
• Technical problems preventing service use
• Illness or exceptional personal circumstances
• Misleading information in our marketing

10.2 Goodwill Refunds

Beyond your statutory rights, we may offer goodwill refunds for:

• Service quality issues
• Customer service failures
• Technical difficulties
• Exceptional circumstances

11. Data and Account Closure

11.1 Account Termination

When you cancel your service:

• Service access ends immediately or at period end
• Personal data retained for 30 days then deleted
• Transaction records kept for 7 years (legal requirement)
• Marketing consent withdrawn automatically

11.2 Data Export

Before cancellation, you can request:

• Export of your personal data
• Copy of authentication logs
• Service usage reports
• Account history

12. Contact Information

13. Online Cancellation Form

For your convenience, you can use this template for cancellation requests:

14. Updates to This Policy

We may update this Refund Policy to reflect:

• Changes in consumer protection law
• New products or services
• Improvements to our processes
• Customer feedback

Material changes will be communicated via email and website notice at least 30 days before taking effect.