Refund Policy

This policy explains how Tideway subscriptions are billed, how to cancel one, and when we refund. It covers the money you pay us — your Tideway plan, storage add-ons, and any one-off purchase you make inside the app.

It does not cover money your own clients pay you. If you invoice through Tideway, those payments go directly to your own Stripe account and never pass through ours. Refunding a client is your decision and your transaction; see Money your clients pay you below.

Tideway is operated by Errant Technologies Inc., a company incorporated in British Columbia, Canada. This policy forms part of our Terms of Service, which remain the agreement between us. Where this page and the Terms could be read differently, the Terms govern.

Paid plans are billed in advance, monthly or annually as you choose, and renew automatically at the same interval until you cancel. We tell you the price and the interval before you pay, and the charge appears on your statement from Stripe, who process our payments.

If we change the price of a plan, existing subscribers get at least 30 days’ notice and the change never affects the billing period you have already paid for.

Prices are shown in the currency at checkout and are exclusive of taxes unless we say otherwise. You are responsible for any tax that applies where you are.

A free trial runs for the period stated when you start it, and we email you before it ends rather than letting it lapse quietly.

• A trial started without a card simply ends. Nothing is charged, and nothing can be, because we never had a card to charge.
• A trial started with a card converts to a paid subscription at the end of the trial unless you cancel first. Cancelling during the trial costs nothing.

When a trial ends without converting, your workspace is paused, not deleted. You keep reading, editing and exporting everything already in it; what stops is creating new records. Subscribing at any later date lifts that immediately, with your work exactly where you left it.

You can cancel at any time from Settings → Plan, which opens the billing portal. There is no cancellation fee, no notice period, no phone call, and no retention flow to click through.

Cancelling takes effect at the end of the period you have already paid for, and you keep full access until then. We do not cut you off on the day you cancel, and we do not charge you again afterwards.

Cancelling a plan does not delete your workspace or your data. Your records stay readable, editable and exportable; only creating new ones stops. Deleting your account is a separate, deliberate action in Settings → Account, and that one is immediate and permanent.

Plan changes happen in the app, not in the billing portal, because that is the only way to keep a price you were promised. Both directions are prorated, and they resolve differently:

• Upgrading charges you the difference for the remainder of the current period straight away, and the higher plan is available immediately.
• Downgrading turns the unused time on the plan you are leaving into account credit, applied against your future invoices. It is not returned to your card. Features above the plan you moved to stop straight away.

We say this plainly in the app before you confirm, because “you will get the difference back” and “the difference becomes credit” are easy to hear as the same sentence and are not.

Storage add-ons are billed separately from your plan, as their own recurring line. That is deliberate: it means you can cancel extra storage without touching your subscription, and cancelling your subscription does not silently leave a storage charge running. An add-on cancels at the end of its own billing period, on the same terms as a plan.

Anything sold as a one-off pack is charged once and is not a subscription — it does not renew and it cannot renew. Where a pack grants an allowance for a calendar month, the allowance expires with that month and does not carry forward. We tell you that before you buy, and we would rather not sell you a second pack you have no use for.

Because you are billed in advance for a period you can cancel out of at any time, fees are non-refundable as a default. That default has real exceptions, and we do not make you argue for them:

• A charge you did not authorise. Tell us and we refund it, in full, without argument.
• A charge we got wrong. If we billed the wrong amount, billed you twice, or billed you after you cancelled, we correct it and refund the difference.
• A renewal you did not intend and have not used. If an annual or monthly renewal caught you out, tell us promptly and we will refund it where the period is substantially unused. This is a judgement call rather than a fixed window, and we make it in your favour more often than not.
• An outage that made the Service unusable for a meaningful part of a period you paid for.
• Anything the law where you live requires. See Your rights under local law.

Outside those, we still read every request and decide it on its merits. We would rather refund someone who is not getting value from Tideway than keep money from a customer who wants to leave — a refunded customer sometimes comes back and an angry one never does.

Refunds go back to the original payment method through Stripe, and typically appear within five to ten business days depending on your bank. We cannot refund to a different card or account.

Email [email protected] from the address on your account, or use Help → Contact us in the app. Tell us what was charged and what you expected; you do not need a form, a case number, or a reason you are comfortable sharing.

We reply within 10 business days, and usually far sooner. If a charge looks wrong to you, raise it within 60 days of it appearing — after that we treat it as accepted, except where the law gives you longer.

Nothing on this page limits a right you have under the law where you live, and where a consumer-protection law gives you more than this policy describes, that law applies and we will honour it.

That matters most in two places. Consumers in the EEA and the United Kingdom may have a statutory right to withdraw from a distance contract within 14 days. Consumers in Canada, including under Quebec’s Consumer Protection Act, and in US states with automatic-renewal statutes have their own protections around renewals and cancellation. Tideway is sold to businesses and most of our customers contract as businesses, which is usually outside the scope of those consumer regimes — but we do not use that as a way to say no. If you believe a consumer right applies to you, say so and we will apply it rather than debate it.

When you invoice a client through Tideway and they pay online, the money moves from your client to you. It goes to your own Stripe account. We never hold it, never take a cut of it, and are not a party to the agreement it settles.

So a refund to your client is your decision and your transaction. You issue it from your own Stripe account, on your own terms, and this policy has nothing to say about it. The same is true of a chargeback your client files: it is between you, them and Stripe, and you are the one who responds to it.

Tideway records what you tell it about that money so your books stay right — recording a refund against an invoice here does not move any money, and does not reach your client.

Please come to us before disputing a charge with your bank. Not because we want to talk you out of it, but because it is the slower path for you: we can refund directly in days, while a chargeback takes weeks and cannot be withdrawn once it is decided.

Filing a chargeback on a Tideway subscription without first giving us a reasonable chance to put it right is a breach of the Terms, and we may suspend the account until the disputed amount is settled. We will email you first. Your data is never deleted because of a billing dispute, and you keep the ability to export it throughout.

None of that applies to a charge you did not authorise. Disputing fraud is exactly what a chargeback is for, and we would rather you did both — tell us, and tell your bank.

We may update this policy as the product and the law change. The date at the top of this page is when it last changed, and a change never applies retroactively to a charge already made. If a change materially reduces your rights, we will tell you before it takes effect.

Billing, cancellations and refunds: [email protected]

Anything else: [email protected]

Errant Technologies Inc.
422 Richards Street, Unit 170
Vancouver, BC V6B 2Z4
Canada