Tandem Refund and Cancellation Policy

Draft prepared 2026-09-06 for review by a solicitor; not yet in force.

This policy is part of the Terms of Service. It applies to everyone, consumer or business, in every country.

1. The policy in three lines

Within 14 days of your first payment, on either plan: email us and we refund it in full.
After that: no refunds, but you can cancel at any time and your workspace runs to the end of the month you paid for.
Cancelling is a button on your workspace page. A plan change takes effect at your next renewal.

2. Full refund within 14 days

2.1. If you are not happy with Tandem, write to hello@numux.tech within 14 days of your first payment. Say that you want to cancel and be refunded, and tell us your workspace name or the email address you signed up with. That is all. You do not need to give a reason, and you do not need to use the form in section 7, though you may.

2.2. Your request counts from the moment you send it, as long as that is before the 14 days end. If day 14 falls on a weekend, it still counts; we look at when the email was sent.

2.3. What happens next. We confirm your request by email within two working days. We cancel your subscription and refund your first payment in full, including VAT, to the payment method you paid with. Stripe issues the refund; it reaches you within 14 days of your request, usually within a few days, depending on your bank. You pay nothing for the refund.

2.4. When we refund you we cancel your subscription immediately and the workspace stops. Its data is kept as section 5 describes: for as long as your account exists, until you ask us to delete it or close your account.

2.5. This offer is for the first payment of a workspace, on whichever plan you chose. It is our policy, and it is also how we honour the 14-day right to cancel that consumers in the UK and the EU have by law (section 6). It applies whether or not you used the workspace, or any of the Workspace Plus allowance, during the 14 days.

3. No refunds after 14 days

3.1. After the 14 days, payments are not refunded. This includes renewal payments and the current month when you cancel. You keep the workspace until the end of the month you paid for.

3.2. Exceptions we make anyway:

If we end your contract with notice (Terms, clause 14.2), we refund the unused part of the current month.
If the service is faulty and we cannot fix it, consumers have a right to a price reduction or a refund under the Consumer Rights Act 2015. This policy does not take that away.
If Stripe charges you by mistake, for example twice, tell us and we refund the mistake.

3.3. Model usage. AI model usage (tokens) is an extra charge at the model providers' market prices, passed through without markup. On the Workspace plan you use your own provider keys and the provider bills you directly; those charges are between you and the provider, and we cannot refund them.

3.4. Model usage. [Note for the solicitor: the plan structure changed and this clause has not been rewritten for it.] On Workspace Plus we include USD 60 of model usage each month in the price, for convenience, so no keys and no separate bill are needed. The allowance is a feature of the service, not money. It does not roll over, is not paid out, and is not refunded if unused. Usage beyond it is not possible until the next month unless you add your own keys. Cancelling or changing plan does not turn unused allowance into a refund. The only refund involving Workspace Plus is the full refund of the first payment under section 2.

3.5. Changing plan. A change between Hello Tandemai, Team and Scale takes effect at your next renewal. The plan you are on runs to the end of the month you paid for; the new plan and its price start on the renewal date. No refund or extra charge arises from the change itself. The 14-day refund in section 2 applies to the first payment of the workspace, not to the first payment after a plan change.

4. Cancelling your subscription

4.1. From your workspace page. Sign in, open your workspace page, press "Cancel subscription", and confirm. The page then says "cancels on <date>". Your workspace keeps running until that date, which is the end of the month you have paid for. Until then an "Undo" button on the same page reverses the cancellation.

4.2. From the Stripe billing portal. Press "Manage billing" on your workspace page. The portal opens in a new tab and offers "Cancel subscription" with the same effect. Undo is on our workspace page.

4.3. By email. You can also email hello@numux.tech. We cancel for you the same way and confirm by email.

4.4. Stripe emails a confirmation whenever a subscription is cancelled. No further payment is taken after cancellation.

4.5. Cancelling does not refund the current month (section 3). If you want a refund, section 2 applies, and only within 14 days of your first payment.

5. What happens to your workspace and data

5.1. After cancellation. At the end of the paid month the workspace is suspended: it stops running and its address shows a "paused" page. Its data (database, files, agent history) is kept for as long as your account exists. You can subscribe again from your workspace page at any time and everything comes back as it was.

5.2. Deletion. We do not delete a suspended workspace on a timer. It and all its data are deleted when you ask us to (5.3) or when your account is closed (5.5). This cannot be undone.

5.3. Deleting on request. To delete a workspace, including a suspended one, email hello@numux.tech from the email address on your account; there is no delete button yet. We delete it within 7 days of your request. Deletion is permanent, and cancels any remaining subscription without a refund (unless section 2 applies).

5.4. After a failed payment. If a renewal payment fails, Stripe retries it and emails you. The workspace keeps running during the retries. If they all fail, the subscription is cancelled and the workspace is suspended, and its data is kept as in 5.1.

5.5. Your account. Cancelling a subscription does not delete your account. To delete your account, email hello@numux.tech; see the Privacy Policy, section 5.

6. Your legal right to cancel (consumers)

6.1. If you are a consumer in the UK or the EU, the law gives you 14 days from the day you subscribe to cancel without giving a reason (the Consumer Contracts Regulations 2013 in the UK; Directive 2011/83/EU in the EU). You can do so by any clear statement, for example an email, or by using the form in section 7.

6.2. Because you asked us to start the service straight away, the law would let us charge for the days you used. We do not. Section 2 gives you a full refund instead.

6.3. Cancelling under this section and cancelling under section 2 are the same thing. Email hello@numux.tech within 14 days.

7. Model cancellation form

You do not have to use this form. If you do, copy it into an email to hello@numux.tech, fill in the parts that apply, and delete the rest.

To: Numux Tech Ltd, 71-75 Shelton Street, London, England, WC2H 9JQ
    hello@numux.tech

I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale
of the following goods [*]/for the supply of the following service [*]:

    Tandem workspace subscription, workspace name: ______________________

Ordered on [*]/received on [*]: ______________________

Name of consumer(s): ______________________

Address of consumer(s): ______________________

Signature of consumer(s) (only if this form is notified on paper): ______________________

Date: ______________________

[*] Delete as appropriate.

8. For customers in the United States

8.1. The 14-day refund applies to you. Section 2 is our policy for everyone, in every country, and it applies to customers in the United States on the same terms: write to hello@numux.tech within 14 days of your first payment and we refund it in full, including any sales tax, to the payment method you paid with. It is our policy, not a legal right: United States law gives no cooling-off period for a purchase made online (the Federal Trade Commission's Cooling-Off Rule covers sales made at your home or away from the seller's premises, and excludes sales made entirely by mail or telephone). Section 6 and the form in section 7 are for consumers in the UK and the EU; you may use the form if you like, but an email is enough.

8.2. Automatic renewal and cancellation. Your subscription renews automatically every month, on the day of the month you first paid, at your plan's price plus any sales tax, until you cancel. You can cancel at any time, online, in the same way you signed up: press "Cancel subscription" on your workspace page and confirm (section 4.1). No call, chat, form or survey is needed. Cancellation takes effect at the end of the month you have paid for; no further charge is taken, and "Undo" reverses it until then. The Stripe billing portal and an email to hello@numux.tech do the same. Stripe emails you before each renewal with the amount, the date and a link to manage or cancel, and emails a confirmation when you cancel. As section 3 says, renewal payments and the current month are not refunded; the exceptions in 3.2 apply to you too.

8.3. Your state's law. Nothing in this policy takes away a right that the law of the state where you live gives you and that cannot be waived by contract. [Note for the US attorney: please confirm this section against California Business and Professions Code § 17602 and New York General Business Law § 527-a, and that stating the refund policy here, on the plan page and in Stripe Checkout meets any state posting requirement (California Civil Code § 1723 is written for retail sellers of goods and does not seem to reach a hosted service).]

8.4. Timing. Stripe issues the refund within 14 days of your request, usually within a few days; your bank may take a further 5 to 10 business days to show it.

9. Contact

For refunds, cancellations and questions about this policy: hello@numux.tech.

Numux Tech Ltd, company number 15596572 (England and Wales), 71-75 Shelton Street, London, England, WC2H 9JQ.