Refunds and Cancellations

A customer may request cancellation before Tender Desk or an assigned provider begins work. Where no non-refundable cost has been incurred, Tender Desk will ordinarily approve a full refund to the original payment method.

Once analysis, drafting, document processing, registration or compliance administration, professional review or other service work has started, any refund may be reduced to reflect work completed and costs already incurred.

Government, registry, certification, courier, verification, payment-processing and professional fees are refundable only where the relevant third party returns them. Tender Desk cannot refund an amount that has already become non-recoverable.

Completed reports, filled documents, analysis, readiness outputs and other delivered work are generally not refundable merely because the customer changes direction. A proven material service defect will be reviewed for correction, re-performance or an appropriate remedy.

Duplicate charges, failed-order payments or payments recorded against the wrong Tender Desk order should be reported with proof of payment and the relevant order or transaction reference.

Email support@mytenderdesk.co.za or use the Support page with the customer name, company, order reference, payment proof, reason and requested outcome. Tender Desk will acknowledge the request within two business days and ordinarily issue a written decision within five business days after receiving the required evidence.

Approved refunds are initiated to the original payment method within five business days after the written decision, unless a third-party reversal process requires longer. The time before funds appear depends on the bank, card network, gateway or payment method and is not fully controlled by Tender Desk.