Billing & Refunds

    Refund & Chargeback Policy

    How refunds work, when you're eligible, and exactly how to request one — written plainly so there are no surprises.

    Effective May 16, 2026

    TactStack Refund & Chargeback Policy

    A plain-English summary of how refunds, cancellations, and chargebacks work

    Effective Date: 5/16/2026

    Last Updated: 5/16/2026

    This page is a summary. The binding, authoritative rules live in our Terms & Conditions — specifically Section 5.7 (Development Engagements), Section 5.7A (Dev Support), Section 5.8 (Failed Payments), Section 5.9 (No Proration / No Refunds), and Section 5.10 (No Satisfaction Refund; Dispute Path). If anything here conflicts with the Terms, the Terms control.

    1. The Short Version

    • Development fees are earned as the work is performed and are not refundable once a build has begun. There is no trial window and no satisfaction refund. See Terms §5.10.
    • If a deliverable materially misses the accepted scope, email us within 30 days of delivery and we correct it, or credit the fee allocated to that deliverable. See Terms §5.10(a).
    • Third-party costs are billed to you directly by each provider (hosting, messaging, calling, email, AI usage) at their rates, so refunds on those run through the provider, not through us. See Terms §5.7(c).
    • Dev Support is fully non-refundable. It runs for an initial 3-month period and then continues month-to-month with 30 days' written notice to cancel. Cancelling inside the initial period makes the remaining balance of that period immediately due. See Terms §5.7A.
    • Setup, onboarding, white-glove implementation, add-ons, and usage fees (AI, messaging, calling, email, etc.) are not refundable regardless of plan.
    • All refund and cancellation requests must go to cancellations@tactstack.com from the email on the account.

    2. Development Builds — No Satisfaction Refund

    Every build is quoted per engagement from a scope document you accept in writing. Fees are earned as the work is performed, so there is no trial period and no time-windowed refund.

    If a delivered item materially fails the scope you accepted, email cancellations@tactstack.com within 30 days of delivery with the specific failure. We correct the deliverable so it meets the accepted scope, or, at our discretion, credit or refund the fee allocated to that deliverable. That is the whole remedy.

    Anything outside that is discretionary, has to be agreed in writing, and is issued net of the processor fees Stripe kept on the original charge. Full rules: Terms §5.10.

    2A. Third-Party Provider Charges

    Hosting, messaging, calling, email, AI model usage, and similar running costs are contracted in your name and billed to you directly by each provider at their own rates. We do not resell them and we add no markup, so we cannot refund them. Those requests go to the provider that charged you. Full rules: Terms §5.7(c).

    3. Dev Support: Fully Non-Refundable

    Dev Support is an ongoing engagement with committed monthly capacity, not a one-off build. Because of that:

    • All Dev Support fees are non-refundable under any circumstance.
    • Dev Support runs for an initial 3-month period beginning on the date of the first payment.
    • After the initial period, Dev Support continues month-to-month, and either side can end it with 30 days' written notice to cancellations@tactstack.com. There are no long-term contracts.
    • Unused strategic meetings and project allotments are use-it-or-lose-it and do not roll over, accrue, or refund.
    • Early cancellation by the client makes the full remaining balance of the committed term immediately due and payable, and we may charge the card on file.

    Full rules: Terms §5.7A.

    4. What Is Never Refundable

    These items are non-refundable regardless of plan or timing:

    • Discovery, scoping, setup, onboarding, and implementation fees once that work has begun.
    • Development fees for work already performed, including milestone payments on an in-progress build.
    • Third-party provider charges (hosting, AI, messaging, calling, email, and similar consumption charges), which the provider bills you directly and only the provider can credit.
    • Any period during which your account is suspended for non-payment (Terms §5.8).

    5. How to Cancel

    • Email cancellations@tactstack.com from the email address on the account, with the subject line "Cancel — [your business name]".
    • We confirm in writing within 2 business days.
    • Development engagements: cancellation stops scheduled future work; fees for work already performed remain due.
    • Dev Support: cancelling inside the initial 3-month period leaves you obligated for the remainder of that period, per §5.7A(h).

    6. How to Request a Refund

    1. Email cancellations@tactstack.com from the email address on the account.
    2. Use the subject line "Refund Request — [your business name]".
    3. Include the date and amount of the charge, the last 4 digits of the card (or Stripe receipt reference), and a short note on why you're requesting it.
    4. We acknowledge within 2 business days.
    5. Eligible refund requests are typically authorized within 5–7 business days of receipt; the refund itself is issued within 30 days of authorization, net of any payment processor fees Stripe retained on the original charge (Terms §5.10(b), §5.10(d)).

    Please email us before disputing a charge with your bank — almost every situation is resolved faster, and in your favor, by talking to us first.

    7. Chargebacks

    • Talk to us first. Email cancellations@tactstack.com. We resolve issues faster than your bank can.
    • Disputes we will contest. We will dispute any chargeback that contradicts the Terms, the scope document you accepted, or this Policy. We retain Stripe records, signed SOW acceptance, delivery logs, and communications as evidence.
    • Service suspension. Filing a chargeback on an active engagement results in immediate suspension of your account and any TactStack-provisioned tooling, pending resolution.
    • Recovery of fees. If a chargeback is decided in our favor, you remain liable for the original charge plus any processor fees and reasonable collection costs.
    • Bad-faith chargebacks. Disputing a charge for a service that was clearly delivered may be referred to collections and reported to the card networks. Repeat or bad-faith chargebacks will result in permanent termination of service.

    8. Failed Payments

    If a scheduled payment fails, your account and all associated users are immediately and automatically locked out of the Services until the balance is paid in full. There is no proration, discount, or refund for suspended periods. Full rules: Terms §5.8.

    9. Authorization Holds at Checkout

    If you cancel during Stripe checkout, no charge is captured. Some card issuers place a short-lived authorization hold to verify the card; that hold is never finalized and falls off automatically — typically within 1–5 business days, depending on your bank. We have no ability to release it faster.

    10. Tax

    When a refund is issued, it includes any sales tax, VAT, or GST that was collected on the original charge. Where tax has already been remitted to a tax authority, we refund the same amount; we do not refund tax that was never collected.

    11. Changes to This Page

    Because this page is a summary of the Terms, it tracks changes to the Terms. The "Last Updated" date above reflects the most recent revision. Material changes to refund or cancellation rules are made in the Terms and announced per Section 1.3 of the Terms.

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