Refunds and Withdrawal

This policy explains when and how you can get money back for credit you bought on Tokentide. It forms part of our Terms of Service and doesn't limit any right you have under the law. Credit is always bought in top-ups that are added to your balance in US dollars; prices apply only when you use the credit (see the Terms).

Summary#

The unused part of a top-up or deposit is the amount it added to your balance, less anything already refunded or disputed, up to the paid credit you haven't used when we process the refund. Promotional credit is never included.

Right of withdrawal (14 days)#

Who has the right#

If you are a consumer in the European Union, you can withdraw from each purchase of credit (each top-up) within 14 days of the day you made it, without giving any reason, under articles 102 to 108 of the Spanish consumer protection law (Real Decreto Legislativo 1/2007, TRLGDCU) and the equivalent laws of other EU countries. Consumers elsewhere have the same right where their local law grants an equivalent right. Business customers don't have a legal right of withdrawal, but they can ask for a voluntary refund.

What you agree to at checkout#

Your credit is available as soon as you pay, so at checkout we ask you to:

1. give your express consent for us to start providing the service immediately, during the withdrawal period; and
2. acknowledge that you lose the right of withdrawal for the credit you use, because that part of the service has been fully provided (article 103 TRLGDCU).

You keep the right to withdraw for the credit you haven't used. For automatic top-ups, you give this consent and acknowledgement when you turn them on, and they apply to every automatic top-up.

What you get back#

If you withdraw within 14 days of a top-up, we refund the unused part of that top-up, including the taxes you paid on that part. Credit you used before withdrawing pays for the service already provided, so it isn't refunded (article 108 TRLGDCU). The bonus credit linked to the top-up, if any, is cancelled. Withdrawing costs you nothing, and we refund you within 14 days of receiving your withdrawal.

How to withdraw#

• Withdrawal button: in the dashboard, go to Billing, choose the top-up and confirm the withdrawal. The button stays available for each top-up during its 14-day period.
• Email: send a clear statement that you withdraw to support@tokentide.app from the email address of your Account. You can use the model form below, but you don't have to.

It is enough to send your withdrawal before the 14-day period ends. We acknowledge receipt without undue delay on a durable medium: by email or, if your Account has no email address, in the Billing page of the dashboard.

Model withdrawal form#

To: Pending: [Company legal name], Pending: [registered office address], Spain. Email: support@tokentide.app

I/We hereby give notice that I/We withdraw from my/our contract for the provision of the following service: top-up of Tokentide credit.

• Amount of the top-up and date it was made:
• Name of consumer(s):
• Address of consumer(s):
• Email address of the Account:
• Signature of consumer(s) (only if this form is sent on paper):
• Date:

Delete "I/We" and "my/our" as appropriate.

Card purchases#

Card top-ups are sold by Tokentide or, when we sell them through Stripe Managed Payments, by Stripe as merchant of record; automatic top-ups are always sold by Tokentide (see the Terms); the checkout page, the receipt and the invoice show who the seller is. Whoever sold the top-up, you can always use our withdrawal button: we process the refund through Stripe, to your original card. For a purchase sold by Stripe, the right of withdrawal is also described in the Stripe terms shown at checkout, and this policy is aligned with them; if Stripe's terms give you more favourable rights, those apply.

Voluntary refunds of unused credit#

Even where no legal right applies (for example, if you are a business customer, or the 14 days have passed), you can ask for a refund of unused paid credit within 30 days of the deposit.

• We refund the unused part of that deposit, including the taxes you paid on that part.
• We refund only to the original payment method: card refunds go through Stripe.
• The bonus credit linked to the deposit, if any, is cancelled.
• We may decline a voluntary refund in cases of fraud or abuse of this policy (for example, repeated top-up and refund cycles), or where the law prevents it.

Refunds made by Stripe#

This section applies only to card purchases that Stripe sold as merchant of record. As merchant of record, Stripe may refund such a purchase within 60 days of the purchase, on its own initiative or at your request. When Stripe refunds a purchase, we immediately remove the corresponding unused credit from your balance. If part of the refunded credit has already been used, we review your Account and may restrict it (for example, with lower limits or by disabling card top-ups) until the matter is settled.

Card purchases sold by Tokentide, including automatic top-ups, are refunded by us through Stripe, as described in the rest of this policy.

Promotional and bonus credit#

Promotional credit (trial credit and goodwill credit):

• is not refundable and can't be transferred or exchanged for cash;
• expires 12 months after it is granted; and
• is used after your paid credit.

When a top-up is withdrawn, refunded or charged back, the unused bonus credit granted for it is cancelled.

Failed requests and service problems#

• Requests that we refuse at admission (for example, because of your price caps, a closed Low Tide lane, rate limits or lack of capacity) are not charged.
• Requests that Venice didn't bill are never charged.
• If our daily reconciliation shows that we charged a request Venice didn't bill, we credit the charge back to your balance automatically.
• If you think a charge is wrong, write to support@tokentide.app with the request id (X-Request-Id). We keep full request metadata for 90 days, so please contact us within that period.
• If you are a consumer, your legal rights when the service is not provided as agreed (the legal guarantee of conformity) are not affected.

Chargebacks and payment disputes#

Please contact us before disputing a card payment: we can usually solve the problem faster. If you open a dispute or chargeback with your bank:

• we freeze spending of the disputed amount;
• we deduct the dispute fee charged to us from your balance, and show it in Billing;
• we review your Account while the dispute is open; and
• if the dispute is resolved in our favour, we restore the frozen credit and any part of the dispute fee returned to us.

Repeated disputes lead to the Account being closed.

Inactive balances#

We never confiscate paid credit because an Account is inactive. If your Account has been inactive for Pending: [dormancy period], we'll send you notices before anything changes.

If the Service ends#

If we stop providing the Service, including because our access to Venice ends, we'll tell you as early as we can and refund all your unused paid credit to your original payment method, whatever the date of the deposit. Promotional credit is not refunded.

How to request a refund#

• Withdrawal (EU consumers): use the withdrawal button in Billing or send us your withdrawal by email, as described above.
• Voluntary refund: use the refund request in Billing, or write to support@tokentide.app from the email address of your Account with the date and amount of the deposit.

If auto top-up is on, asking for a refund of any top-up, or withdrawing from one, pauses it until you review and save its settings again in Billing, so that a refund isn't followed by a new automatic charge.

We may ask you to confirm your identity before paying a refund.

How and when we pay refunds#

• We pay refunds to the original payment method.
• We pay withdrawal refunds within 14 days of receiving your withdrawal, and aim to pay other refunds within the same period.
• Card: through Stripe, to the card you paid with. Your bank may take a few more days to show it.
• If the original payment method is no longer available (for example, the card was cancelled), we'll agree another way with you after checking your identity.
• We don't charge you any fee for a refund.

Questions and complaints#

Write to support@tokentide.app. We keep a record of every complaint and answer within one month at the latest (see the Terms).