Refund & Dispute Policy

1. Summary

2. Marketplace orders (escrow)

When you buy on the marketplace, you pay upfront and TenQel holds the money in escrow. The seller is only paid when you accept the delivery. Money is not released automatically after a set time.

Cancellations

• Before the seller starts: you or the seller can cancel. You get a full refund.
• After the seller starts: only the seller can cancel. You get a full refund. If you want to stop the order, message the seller or open a dispute.
• After you accept a delivery: the order is complete and the money has been released to the seller, so it can’t be cancelled.

Revisions first

If a delivery isn’t right, ask for a revision from the order page. Two revisions are included unless you agreed otherwise with the seller.

Where refunds go

Order refunds are credited to your TenQel wallet straight away. You can use the balance on TenQel. If you need the money back to your original payment method, email support@tenqel.com with the order number and we’ll help where our payment partner allows it.

3. How disputes work

1. Open a dispute from the order page while the order is active, in progress, delivered or waiting for a revision. Say clearly what went wrong.
2. The money stays in escrow. Neither side can take it while the dispute is open.
3. We review the order details, the messages on TenQel, and the deliveries. We may ask both sides for more information. Keep your communication on TenQel. We can’t verify conversations that happened elsewhere.
4. We decide: either a full refund to the buyer, or full payment to the seller (minus the 10.5% platform fee). Both sides see the decision and a short reason on the order.

4. Payment links and invoices

Payment links and invoices are payments directly to a seller for something you agreed with them. They aren’t held in escrow. If you want a refund, contact the seller first. Their name, and their business details where they have them, are shown on the payment page and receipt.

Contact us at support@tenqel.com if you paid someone who didn’t deliver and won’t respond, you think a payment page is a scam, or you were charged without permission. Include the payment reference from your receipt. We can investigate, pause the seller’s account and hold the money while we do.

Only sellers with an approved ID can receive payments on TenQel. That helps us find out who you paid.

5. VIP membership fees

VIP is paid upfront for the period you choose (VIP Monthly $50, VIP Quarterly $135, VIP Yearly $480, New plan $50, New plan $50). It does not charge your card automatically. If you cancel, you keep VIP until the end of the period you paid for.

Because benefits start straight away, VIP fees are not refundable once the period has started. The exception is a billing mistake, such as being charged twice or charged without VIP being activated. Email support@tenqel.com within 30 days and we’ll fix it.

6. Seller setup fee

The one-time seller setup fee (currently $20) activates your seller profile so it can appear in search. Once your seller account is activated, it’s not refundable, including if you later stop selling or your account is closed for breaking our Terms. If you were charged but your account wasn’t activated, or you were charged more than once, email support@tenqel.com with the payment reference and we’ll activate your account or refund the extra charge.

7. Chargebacks

Please contact us before disputing a TenQel payment with your bank. We can usually fix things faster. If a payment you received is disputed or reversed by the payer’s bank, we may hold or deduct that amount from your wallet while it’s reviewed, as explained in our Terms. Opening chargebacks dishonestly to get goods or services for free may lead to your account being closed.

8. How to ask for help

Email support@tenqel.com with your account email, the order number or payment reference, and what happened. We’ll reply as soon as we can. Disputes about TenQel itself (rather than another user) follow the process in our Terms of Service.