At Tenseal, we're committed to providing excellent service across our Escrow, Inventory Management, and Marketplace products. This Refund Policy explains how refunds work for platform fees, escrow transactions, and subscription services.
1. Escrow Funds
1.1 Funds in Escrow
Funds deposited into escrow are held securely and can be returned to the buyer under the following circumstances:
- Seller fails to deliver: If the seller doesn't deliver goods/services as agreed, funds are returned to the buyer
- Mutual cancellation: Both parties agree to cancel the transaction
- Dispute resolution: Our mediation team determines the buyer should receive a refund
- Fraudulent transaction: Transaction is found to be fraudulent or violates our terms
1.2 Timeline
Refunds of escrowed funds are processed within:
- 24-48 hours for cryptocurrency
- 3-5 business days for bank transfers
- 5-7 business days for credit/debit cards
2. Platform Fees
2.1 Non-Refundable Fees
Tenseal's service fees are generally non-refundable once a transaction is created and funded. This is because our escrow services are provided immediately upon transaction creation.
2.2 Exceptions
We may refund platform fees in exceptional cases:
- Technical error on our part caused an overcharge
- Transaction canceled within 1 hour of creation (before seller accepts)
- Duplicate charges occurred due to system error
- Service disruption prevented transaction completion
3. Cancellation Policy
3.1 Before Acceptance
Buyers can cancel transactions before the seller accepts without penalty. Full refund of both funds and fees.
3.2 After Acceptance
Once a seller accepts, cancellation requires mutual agreement or dispute resolution. Fees are non-refundable in these cases.
3.3 Inventory Subscription Plans
Inventory is the only Tenseal product billed on a subscription. Escrow is never subscription-based — sellers pay only the per-transaction fee at settlement. For monthly or annual Inventory plans:
- Cancel anytime before renewal date
- No pro-rated refunds for partial months
- Access continues until end of billing period
- 30-day money-back guarantee on annual plans
- Downgrading to a lower plan takes effect at next billing cycle
3.4 Inventory Subscriptions
For Inventory Management plans specifically:
- Upon cancellation, your data (products, orders, forms) is retained for 30 days before deletion
- SMS and WhatsApp notification credits included in your plan are non-refundable and non-transferable
- If you downgrade to a plan with lower limits, excess data (products, staff accounts) will become read-only until you reduce to within plan limits
- WordPress plugin integrations will be deactivated if your new plan does not include this feature
4. Dispute Resolution Refunds
When a dispute is opened:
- Funds remain in escrow during investigation
- Our team reviews all evidence from both parties
- Decision may result in full refund, partial refund, or no refund
- Partial refunds are possible based on the circumstances
- Our decision is final and binding
5. How to Request a Refund
Step 1: Contact the other party to request mutual cancellation (if applicable)
Step 2: If no resolution, open a dispute through your dashboard
Step 3: Provide all relevant evidence and documentation
Step 4: Our team will review and make a determination within 5-7 business days
Direct Contact: For fee-related refund requests, email: refunds@tenseal.com
6. Refund Method
Refunds are issued using the same payment method used for the original transaction:
- Credit/debit card refunds appear on your statement in 5-7 business days
- Bank transfers are processed in 3-5 business days
- Cryptocurrency refunds are sent to your original wallet within 24-48 hours
- Alternative refund methods may be offered if original method is unavailable
7. Non-Refundable Situations
Refunds will not be issued in the following cases:
- Buyer's remorse after confirming satisfaction
- Change of mind after accepting delivery
- Disagreement over subjective quality (unless proven misrepresentation)
- Failure to read transaction terms before agreeing
- Violation of our Terms of Service by the requester
8. Questions?
If you have questions about our refund policy, please contact:
- Email: refunds@tenseal.com
- Support: support@tenseal.com
- Phone: +1 (234) 567-890