Money back, no drama.

This is the most important thing we can tell you about our refund policy. If you start a paid plan and are not satisfied within the first 7 days, we will refund you in full. The entire process consists of one question: “why?” That is it. We ask because the feedback helps us improve — not because we need a reason to authorise the refund.

There is no retention agent whose job it is to talk you out of leaving. There is no exit interview with escalating offers. There is no supervisor you need to escalate to before a refund is approved. You email us, tell us you want a refund, and we process it. We may ask a single follow-up — “what wasn’t working?” — but your refund does not depend on your answer. Silence is fine too.

We have structured this policy around one guiding principle: if the product is not right for you, we should not keep your money. Holding unhappy customers to a subscription they regret creates no value for either party. It drives negative word-of-mouth in a market as relationship-driven as Bangladesh’s procurement sector, and it contradicts the trust-first brand we are building. A straightforward, unconditional refund process is not generosity — it is good business.

The sections below describe exactly when refunds apply, how long they take, and what to do in edge cases (failed payments, service unavailability, EPS chargebacks, VAT). If you want to skip directly to action, the email address is help@tenderpulse.com.bd. We respond within one business day.

One important framing note: this Refund Policy describes rights that flow from our Terms of Service. It is not a standalone contract. In any conflict between this policy and the Terms of Service, the Terms of Service govern — but in practice the Terms of Service and this policy say the same thing. We wrote them together.

Every new TenderPulse account begins with a 7-day free trial. During the free trial, we do not collect any payment details whatsoever — no card number, no bank account, no mobile banking credentials, no EPS payment token. Nothing. Because we collect no payment details during the trial, there is nothing to refund if you decide the product is not for you. You simply stop using the account. No action required on your part.

This is a deliberate design choice. We believe that requiring a credit card to “start a free trial” is a dark pattern — it creates anxiety, increases abandonment, and signals that the company is more interested in capturing payment details than in earning your trust. We are not interested in accidental subscriptions. We want you to try the product because you want to, convert because you find it valuable, and pay only when you actively decide to.

The 7-day free trial gives you access to the core TenderPulse features: tender document analysis, eligibility scoring, and the AI bid copilot. The trial is designed to let you complete a real tender workflow so you can make an informed decision about whether to subscribe. You are not evaluating a demo environment — you are using the full product.

At the end of the trial, if you choose to convert to a paid plan, you will be taken through the payment flow at that point. The payment step is explicit, deliberate, and requires your active action. We do not auto-convert trials to paid plans without your consent. There is no “opt out before midnight or you’ll be charged” mechanic. The trial simply ends, your account enters a read-only state, and you can choose to subscribe whenever you are ready.

If you are ever charged without going through an explicit payment step — for any reason, at any time — that is an error. Contact us at help@tenderpulse.com.bd immediately and we will reconcile and refund the same business day. We consider an unintended charge an urgent billing incident, not a routine support ticket.

The 7-day money-back window applies to the first 7 calendar days of any new paid plan. “New paid plan” includes: your first ever paid subscription, any plan upgrade (e.g. moving from a starter tier to a professional tier), and any renewal that follows a period of account inactivity longer than 30 days. It does not apply to month-on-month renewals of an ongoing subscription (those are covered by the auto-renewal cancellation provision in §7).

3.1 How to request a refund

Email help@tenderpulse.com.bd from the email address associated with your TenderPulse account. Include your account email and the phrase “refund request” in the subject line. That is everything we need. We will send a single reply acknowledging the request and asking the one question: why? Your answer — or your silence — does not affect the refund. The refund is processed regardless.

3.2 Refund timeline

We process refunds within 5 business days of receiving your request. The refund is returned to the original payment source — the same EPS wallet, card, or mobile banking account used to make the payment. We do not issue credits, vouchers, or store balances in lieu of cash refunds unless you specifically request that form. The time for the refund to appear in your account after we process it depends on your payment provider: most EPS transactions settle within 3-7 business days on the receiving end, for a total window of up to 12 business days from your request to appearing in your account.

3.3 What “full refund” means

A full refund means the full amount you paid, including any VAT or supplementary duty charged at the time of purchase. We do not retain processing fees, administrative charges, or partial amounts. You receive back exactly what you paid. The tax treatment of refunds is described in more detail in §10.

3.4 Bangladesh Contract Act framing

When you request a refund within the 7-day window, TenderPulse treats your request as a rescission of the subscription contract at your election. Contract Act 1872 §39 A party may treat a contract as rescinded where the other party has communicated their intention not to continue performance. By exercising the money-back right, you are communicating that you do not wish to continue the subscription, and TenderPulse accepts that rescission and returns consideration received. This framing means the refund is a legal right, not a discretionary gesture.

TenderPulse uses EPS Bangladesh Limited as its payment gateway. When you initiate a subscription payment, the transaction is processed by EPS in their secure environment. TenderPulse only confirms a successful plan upgrade after EPS has confirmed that the payment was captured and settled. If EPS reports a payment failure at any point in the transaction flow — whether due to insufficient balance, network timeout, OTP expiry, or any other reason — no charge is captured and no plan upgrade occurs.

4.1 Normal failure behaviour

Under normal failure conditions, the transaction fails cleanly: your payment source is not debited, and your TenderPulse account remains in its previous state (trial or previous plan tier). You will see an error message on the payment page indicating the failure reason as reported by EPS. You can retry the payment immediately or try a different payment method. There is no cooldown period between payment attempts.

4.2 Charge visible but no plan upgrade

In rare cases — typically involving network timeouts during the final confirmation step — your payment source may show a debit but TenderPulse may not have received the confirmation to upgrade your plan. This state resolves automatically in most cases within 30 minutes as EPS and TenderPulse reconcile their transaction logs.

If after 30 minutes you can see a charge on your payment source but your TenderPulse account has not been upgraded, email help@tenderpulse.com.bd with your account email and the approximate time of the transaction. We will reconcile with EPS within 2 business days. The resolution will be one of two outcomes: either the plan upgrade is applied retroactively to the time of the original payment, or the charge is reversed if the payment cannot be confirmed.

4.3 Duplicate charges

If you are charged more than once for the same subscription period — which should not happen but is technically possible in error scenarios — any duplicate charge is refunded in full within 2 business days of you reporting it. A duplicate charge is a billing error, not a disputed transaction, and is handled under our internal billing reconciliation process rather than through EPS’s dispute resolution. You do not need to raise a formal dispute for a duplicate charge; just email billing and we will correct it directly.

4.4 No auto-retry charges

TenderPulse does not automatically retry failed payments against your payment source. If a payment fails, we send you a notification and you choose whether and when to retry. We do not silently attempt the charge again at a later date. This means you are always in control of when money leaves your account in connection with TenderPulse.

TenderPulse commits to 99.5% monthly uptime for the core platform — that is a maximum of 3 hours 38 minutes of total downtime per month. “Uptime” means the platform’s ability to accept authenticated requests, process tender documents, and return AI analysis results. Planned maintenance windows, which are announced at least 48 hours in advance, do not count against the uptime target.

5.1 Automatic pro-rata credit for 24+ hour outages

For any consecutive outage lasting 24 hours or more — meaning the platform is unavailable for 24 continuous hours without interruption — TenderPulse automatically applies a pro-rata credit to your account. The credit is calculated as follows: the number of consecutive hours of downtime divided by 720 (hours in a 30-day month), multiplied by your monthly subscription fee. The credit is applied to your next renewal invoice.

You do not need to request this credit. You do not need to file a support ticket, email billing, or open a dispute. We calculate the credit from our CloudWatch infrastructure metrics — the same metrics we use internally to monitor platform health — and push the credit to your account automatically. If your next renewal is processed and the credit has not been applied, email help@tenderpulse.com.bd and we will apply it retroactively.

5.2 What counts as downtime

Downtime is defined as a period during which the TenderPulse platform fails to respond to authenticated requests for the core analysis workflow. Partial degradation — for example, the AI copilot is unavailable but document upload still works, or response times are elevated above normal — does not count as downtime for SLA credit purposes, but is tracked separately and may result in a goodwill credit at our discretion. Full outages only trigger the automatic credit mechanism.

5.3 Planned maintenance

Planned maintenance windows are announced at least 48 hours in advance via the Trust Center status page at /trust and by email to all active subscribers. Maintenance windows are scheduled during low-usage periods (typically late night Bangladesh Standard Time, between 02:00 and 05:00 BST). Planned maintenance does not count against the 99.5% uptime commitment. Emergency security patches that require brief service interruption may be deployed without advance notice — we will post a Trust Center update within 1 hour of any emergency maintenance beginning.

5.4 Detailed SLA terms

A full SLA document — including the tiered credit schedule for partial-month outages below the 24-hour threshold, the definition of “business-critical” feature availability, and the dispute resolution process for uptime disagreements — will be published at /trust/sla in wave 2 of the Trust Center build. Until then, this section represents the operative SLA commitment.

TenderPulse offers AI credit packs — pre-purchased bundles of inference credits that power the AI copilot, tender analysis, and eligibility scoring features. Credit packs are purchased separately from subscriptions and are consumed as you use AI features. This section describes the refund terms for credit packs.

6.1 Unused credits — refundable within 30 days

If you purchase a credit pack and have not used all credits within 30 days of purchase, you may request a pro-rata refund of the unused credits. “Pro-rata” means: (unused credits ÷ total credits purchased) × amount paid. For example, if you purchased a 100-credit pack for 1,000 BDT and have used 40 credits within 30 days, the refundable amount is 600 BDT (60 unused credits ÷ 100 total × 1,000 BDT).

To request a credit pack refund, email help@tenderpulse.com.bd with your account email and the credit pack purchase date. We will verify the credit balance from our system records and process the pro-rata refund within 5 business days. The 30-day window is measured from the date of purchase, not the date you first used credits from the pack.

6.2 Used credits — non-refundable

Credits that have been consumed — meaning they have been used to process an AI request and a response has been returned — are non-refundable. This is because the AI inference cost is incurred at the time of the request. Used credits cannot be refunded regardless of whether you were satisfied with the AI output, whether the output was accurate, or whether you ultimately used the output in your bid. The one exception is where a credit was consumed due to a platform error (e.g. a system crash during an analysis that returned no output) — in that case, the credit will be restored to your account within 2 business days of you reporting the error.

6.3 Credits after 30 days

After the 30-day refund window closes, unused credits in a credit pack are non-refundable in cash but remain valid for use. Credits do not expire — they remain in your account indefinitely until used, even across subscription renewals. If your account is cancelled and you have unused credits with cash value, contact billing before cancellation and we will refund the unused balance even outside the 30-day window.

6.4 Subscription credits vs. credit packs

Some subscription plans include a monthly allocation of AI credits as part of the plan fee. These included credits are not separately purchasable and are not subject to the credit pack refund rules — they are part of the subscription value. If you cancel a subscription mid-period, any included credits for that period are not separately refunded (the subscription itself may qualify for the 7-day money-back or auto-renewal cancellation policies in §3 and §7 respectively).

TenderPulse subscriptions renew automatically at the end of each billing period. We send a renewal reminder by email 7 days before each renewal date. Automatic renewal exists because most of our subscribers want uninterrupted access to tender tracking — but it is entirely optional and can be cancelled at any time with one click.

7.1 One-click cancellation

To cancel your subscription, go to /billingin your account settings and click “Cancel subscription.” There is no confirmation survey, no retention offer, no “are you sure?” loop. One click. Cancellation is effective at the end of your current billing period — meaning you retain access to the paid plan until the period you have already paid for expires. You will not be charged for the next period.

We do not make cancellation difficult. There is no requirement to call a phone number, send an email, wait for a reply, or sit through a retention script. The cancellation flow is designed to take under 30 seconds. If for any reason the cancellation UI is not functioning — for example, during a maintenance window — email help@tenderpulse.com.bd with “cancel subscription” in the subject line. A written cancellation request by email is treated as equivalent to UI cancellation and takes effect the same business day.

7.2 Refund on cancellation after renewal

If you cancel within 7 days of a renewal charge — meaning a new billing period has just started and you decide you no longer want the subscription — you are entitled to a full refund of the renewal charge under the same terms as the 7-day money-back window described in §3. Email billing with “refund request — post-renewal cancellation” in the subject line. The refund is processed within 5 business days.

7.3 What happens after cancellation

After cancellation, your paid plan remains active until the end of the current billing period. When the period ends, your account enters a read-only state with 14 days of access for data export. Your data is retained for 30 days after the read-only window closes, during which time you can reactivate your subscription and recover access. After 30 days, data deletion begins as described in the Privacy Policy.

7.4 Reactivation

If you reactivate your subscription before the end of the read-only window — or within the 30-day post-cancellation retention period — your account history, saved tenders, and analysis outputs are fully restored. Reactivation does not reset your 7-day money-back eligibility unless more than 30 days have passed since your previous paid subscription (in which case it is treated as a new plan purchase and the 7-day window applies again).

A “disputed transaction” is a charge that you contest with your bank, card issuer, or EPS — either because you do not recognise it, because you believe it was unauthorised, or because you believe the service was not delivered as described. This section explains our approach to transaction disputes, which is deliberately user-favourable.

8.1 We do not fight good-faith disputes

If you file a charge dispute in good faith — meaning you have a genuine reason to believe the charge was wrong — TenderPulse will not contest the dispute. We will refund the charge directly and follow up with you to understand what went wrong. We will not submit a rebuttal to EPS or your bank, we will not provide evidence to contest your claim, and we will not charge you any dispute-processing fee.

Our philosophy here is straightforward: if you are unhappy enough to file a formal transaction dispute, we have already failed. At that point, the right response is not to fight you — it is to refund you and learn from the failure. Fighting a charge dispute costs us time, erodes trust, and often costs more in administrative effort than the original charge. Refunding and following up is better for everyone.

8.2 Following up after a dispute

When we receive a dispute notification from EPS or a payment processor, we will send you an email within 2 business days to acknowledge it and let you know the refund has been processed. We may ask a single follow-up question — “what was the problem?” — to help us understand the root cause. As with the 7-day money-back follow-up, your answer is not a condition for the refund. The email is an invitation to give us feedback, not a gateway to your money.

8.3 Abuse of the dispute mechanism

The good-faith dispute policy is not an invitation to abuse. If TenderPulse identifies a pattern of frivolous or bad-faith disputes — for example, repeated disputes filed immediately after receiving and using AI output, or disputes filed on charges that were explicitly confirmed by the account holder — we may, following written notice and an opportunity to respond, suspend the account in accordance with the Acceptable Use provisions of the Terms of Service §4. This is a last resort for clear patterns of abuse, not a response to a single disputed charge or to good-faith disagreements about service quality.

8.4 Relationship to EPS dispute process

Filing a dispute directly with us (by email) and filing a dispute through EPS or your bank are separate processes. We strongly encourage you to contact us first — we can resolve most disputes faster and with less friction than a formal EPS dispute process. However, if you prefer to go through the formal EPS process, we will cooperate fully (see §9). You do not need to choose: you can contact us and file an EPS dispute simultaneously, and we will coordinate with EPS so that you are not refunded twice.

Bangladesh’s e-Payment System (EPS), operated by EPS Bangladesh Limited under Bangladesh Bank oversight, includes its own formal dispute resolution mechanism for payment transactions processed through the EPS gateway. This section describes how TenderPulse participates in that process.

9.1 How the EPS chargeback process works

If you have a payment dispute that you escalate through your bank or directly through the EPS portal, EPS initiates a formal investigation. EPS will contact TenderPulse as the merchant and request transaction records, service delivery evidence, and our position on the dispute. EPS then issues a finding and, if the dispute is upheld, instructs the merchant to refund the transaction. The typical EPS dispute resolution timeline is 14 to 30 business days from the date the dispute is formally filed with EPS.

9.2 TenderPulse’s cooperation commitment

TenderPulse cooperates fully with EPS dispute investigations. We respond to EPS information requests within the timeframes EPS specifies, provide accurate transaction records, and abide by EPS findings. We do not instruct legal representatives to challenge EPS findings or to delay the process. We treat the EPS dispute mechanism as a legitimate consumer protection tool and engage with it accordingly.

9.3 EPS dispute vs. direct refund

The EPS formal dispute process takes 14-30 business days. Our direct refund process takes 5 business days. If you have a billing dispute, contacting us directly at help@tenderpulse.com.bd before or alongside filing an EPS dispute will almost always result in a faster resolution. We flag this not to discourage use of EPS’s consumer protections — those protections exist for good reason and you are entitled to use them — but simply because we want you to know you have a faster path available.

9.4 Documentation we can provide

If you need documentation to support an EPS dispute — transaction records, proof of subscription, invoice, or service delivery records — we will provide it on request within 2 business days. Email help@tenderpulse.com.bd with the transaction date and what documentation you need. We generate official receipts and transaction records in PDF format, signed with our company details, suitable for submission to EPS.

9.5 No double refund

If we have already processed a direct refund for a transaction and you also successfully complete an EPS chargeback for the same transaction, the result is a double refund. This is an uncommon scenario and typically happens when processes run in parallel. If this occurs, we will notify you and ask you to confirm the situation. We will not automatically debit your account to recover a double refund — we will communicate with you and, if you agree that a double refund occurred, you may arrange to return one payment voluntarily. We will never claim recovery of a double refund without your acknowledgment and agreement.

TenderPulse is subject to Value Added Tax (VAT) and Supplementary Duty (SD) obligations under Bangladesh tax law. When a subscription or credit pack is purchased, the applicable VAT and SD are charged at the rates current at the time of purchase and included in your total payment. This section explains how tax is handled when a refund is processed.

10.1 Full refund includes tax

When TenderPulse processes a refund — whether under the 7-day money-back window, the post-renewal cancellation right, a credit pack pro-rata refund, or any other refund mechanism described in this policy — the refund amount includes the full VAT and SD that was charged at the time of purchase. We do not retain any portion of the tax payment. You receive back exactly what you paid, including the tax component.

10.2 VAT return handling on our side

When we process a refund, we adjust our VAT records accordingly through our periodic VAT return filings with the National Board of Revenue. This is our responsibility, not yours. You do not need to take any action in connection with tax treatment of a refund — we handle the accounting correction on our side. The refund you receive is the gross amount (inclusive of VAT and SD), reflecting the economic reversal of the original transaction.

10.3 Tax receipts and documentation

Your original payment confirmation includes a VAT-inclusive receipt. When a refund is processed, we issue a refund confirmation document that records the gross refund amount, the original transaction reference, and the VAT and SD components. If you need a formal VAT credit note for your own accounting records — for example, to adjust input-tax credit claims — email help@tenderpulse.com.bd and we will issue one within 5 business days.

10.4 Rate changes between purchase and refund

In the unlikely event that VAT or SD rates change between the date of the original purchase and the date of the refund, the refund is calculated based on the rates applicable at the time of the original purchase. You receive back what you paid — the tax calculation is based on the original transaction, not the current rate. This means the gross refund amount is always equal to the gross original payment, regardless of intervening rate changes.

10.5 SLA credits and VAT

SLA credits (§5) are applied as a reduction against a future invoice rather than as a cash payment. The credit is applied against the pre-tax amount of the renewal invoice, with VAT calculated on the reduced net amount. This means SLA credits reduce both the net charge and the associated VAT. The renewal invoice will show the credit applied, the adjusted net amount, and the VAT calculated on the adjusted net.

If you have a question about a refund, a billing discrepancy, a credit pack balance, an SLA credit, or any other matter covered by this policy, use the contact details below. We aim to respond to all billing enquiries within one business day.

11.1 Billing enquiries (first stop)

Email: help@tenderpulse.com.bd
Use for: refund requests, payment failures, duplicate charges, credit pack refunds, SLA credit queries, cancellation confirmations, refund status checks, VAT receipts, and any other billing matter.
Response time: 1 business day (Monday–Friday, Bangladesh Standard Time).

11.2 Legal escalation

Email: help@tenderpulse.com.bd
Use for: disputes about policy interpretation, complaints about policy compliance, formal legal notices, requests for contractual documentation, and matters requiring written legal commitment from TenderPulse.
Response time: 3 business days for initial response; complex matters may require more time.

11.3 General enquiries

Email: help@tenderpulse.com.bd
Use for: general product questions, pre-sales enquiries, feedback, and matters not covered by the above.
Response time: 2 business days.

11.4 What to include in a refund request

To process your refund as quickly as possible, include the following in your email: (a) the email address associated with your TenderPulse account; (b) the approximate date of the charge; (c) the amount charged; and (d) the phrase “refund request” in the subject line. You do not need to provide a reason, proof of anything, or any supporting documentation. If we need additional information to locate the transaction, we will ask in our reply.

11.5 Related policies

See also: Terms of Service · Privacy Policy · Cookie Policy · Data Processing Addendum · EULA · Trust Center