Scope
This policy applies to the monthly subscription covering Relay and Basin, additional Basin node fees and the setup fee for installation and onboarding, bought from Tao Systems, under our terms of service. Cloud and infrastructure costs are billed to you by your own provider and are outside this policy.
Cancelling
The subscription covers both products and is cancelled as a whole; there is no separate Relay or Basin licence to cancel. You can cancel at any time by giving 30 days' written notice. Cancellation takes effect at the end of the billing month in which the notice period ends, and the final charge covers the period up to that date. Removing additional Basin nodes without cancelling takes effect from the start of the next billing month.
To cancel, email billing@taosystems.dev from an address associated with your account, naming the order and the date you want cancellation to take effect, or use the customer portal linked in your receipt. We confirm every cancellation by email within one working day. If you have not received a confirmation, the cancellation has not been recorded, so chase us.
Refunds on subscriptions
A new subscription is refundable in full if you cancel in writing within 30 days of the start date on your order form or checkout confirmation. That covers the first month's platform fee of £250 and any additional node fees charged with it. After the first 30 days, monthly fees are not refunded for the remainder of a billing month once charged: cancellation takes effect at the end of the billing month and the charge for that month stands.
Additional Basin node fees, £100 per node per month, follow the same rule. They are refunded with the platform fee if you cancel within the first 30 days of a new subscription. After that, a node fee already charged is not refunded for the remainder of the month, including where you remove the node part-way through it.
Setup fees
The £500 setup fee covers installation and onboarding: installing Relay and Basin into your cloud account or datacentre, configuration, admin training and go-live support. If you cancel before any of that work has started, it is refunded in full. Once installation has begun, meaning we have started configuring your cloud account or datacentre for the deployment or have issued licence keys, 50% is refunded. Once the deployment is live, meaning we have handed it over to your team and your users can sign in, the setup fee is non-refundable. We tell you in writing when each of those stages is reached, so there is no argument later about which one applies.
Software failures
If the software materially fails to perform as described in its documentation and we cannot fix it, or provide a workaround, within 30 days of your written notice, we refund the prepaid fees for the affected period. The warranty in the terms of service sets out the detail. Failures caused by your infrastructure falling below the published specification, by changes your team makes to the deployment that the documentation does not support, or by third-party systems outside the software are not covered.
How refunds are paid
Refunds are issued within 10 working days of our written confirmation that a refund is due. Card payments are refunded to the card used to pay. Invoiced contracts are refunded by bank transfer to the account the payment came from, or to another account you confirm in writing on your organisation's letterhead. VAT charged on the fee is refunded with it. Where our payment provider acted as merchant of record for the original charge, the refund is issued through the provider and appears on your statement under the provider's name, not ours. We refund in the currency you paid in; exchange rate movements between payment and refund are not compensated.
Chargebacks
If you think a charge is wrong, email billing@taosystems.dev before contacting your card issuer. Most billing questions are settled within a working day, and a chargeback takes weeks to resolve for both sides. If a chargeback is raised without contacting us first, we may suspend support for the account while the dispute runs, and we treat the disputed amount as unpaid under the terms of service until it is resolved. We contest chargebacks that we consider unfounded, using the order form and our correspondence as evidence.
Changes to this policy
We may change this policy by publishing a new version on this page and updating the date at the top. Changes apply to subscriptions started after the new version is published. For a subscription already in place, a change that reduces your refund rights takes effect only after we have told you in writing, at least 30 days in advance.