Refund and Cancellation Policy

Bidwhistle OÜ · Registry code 17567745 · Sepapaja tn 6, 15551 Tallinn, Estonia
Version 1.0 · Effective 31 August 2026

In short. Cancel yourself, any time, from inside your account - no fee, no notice period, no phone call. As a rule we do not refund part-periods. But we honour your statutory right to change your mind, we offer a discretionary 14-day money-back guarantee on a first paid subscription, and we refund pro-rata when the fault is ours.

1. About this policy

1.1 What this is. How to cancel, what happens when you do, and when you get money back. It forms part of the Agreement; where our Terms of Service summarise refunds, this Policy has the detail.

1.2 Who it applies to. Everyone who subscribes - free trial or paid, monthly or annual. Section 8 applies only if you are a consumer in law.

1.3 What it does not cover. Uptime service credits are in our Service Level Agreement. Full retention periods are in our Privacy Notice and our Data Retention Policy - ask at support@bidwhistle.com for a copy.

1.4 Defined terms. Fees, Service, Subscription Period, Procurement Data, Output, Customer Data and Agreement have the meanings in our Terms of Service.

2. The short version

3. How to cancel

3.1 In your account. Sign in, go to Settings - Billing, choose Cancel subscription. A confirmation email will be sent. You have 30 days before all data is deleted from Bidwhistle systems.

3.2 You never have to ask a human. No phone call, no email, no retention conversation, no reason required. No cancellation fee and no notice period.

3.3 If you cannot reach your account. Email support@bidwhistle.com from the registered address. If you have lost that too, tell us and we will find another way to check who you are.

3.4 When it takes effect. Cancelling stops the next renewal; you keep full access to the end of your current Subscription Period. It does not refund that period, except under sections 7, 8 or 9. Cancel before the renewal date to avoid another charge.

3.5 Confirmation. We email a confirmation showing when you cancelled and when access ends. If it has not arrived within 1 business day, tell us at support@bidwhistle.com.

3.6 Reactivating, and annual plans. You can reactivate any time before access ends, with no penalty. An annual subscription cancelled part-way still runs to the end of the year you paid for.

4. What happens to your data when you cancel

4.1 Export first. Export your saved searches, tracked tenders, notes and account data before access ends - a structured, commonly used, machine-readable format, free of charge.

4.2 The retrieval window. For 30 days after your subscription ends you can ask at support@bidwhistle.com for an export.

4.3 The deletion timetable.

4.4 Earlier deletion. Ask in writing during the retrieval window and we delete sooner. Deletion is not reversible, so export first.

4.5 What is not yours to take. Procurement Data is not Customer Data; cancelling does not entitle you to a bulk copy of it.

5. Free trials

5.1 Length. We offer a free trial of 14 days, for evaluation, one per customer.

5.2 No charge during the trial. Payment details are taken, but nothing is charged during the trial.

5.3 The reminder before conversion. We hold payment details, the trial converts only after we have emailed you at least 3 days before conversion with the end date, the amount and how to cancel.

5.4 Cancelling before conversion. Cancel in your account any time before the trial ends, as in section 3.

5.5 If you are charged anyway. If a trial converts after you cancelled, or without the reminder, email support@bidwhistle.com and we refund in full - our mistake, not a discretionary refund.

5.6 Your trial data. If you convert, everything carries over. If not, we delete the trial account and its data 60 days after the trial ends.

6. Our general position on refunds

6.1 Paid in advance. Fees are payable in advance for each Subscription Period, and you pay for the period whether you use the Service or not.

6.2 No refunds for part-periods. We do not refund or credit part of a period because you stopped using the Service, cancelled part-way through, closed the account or lost an Authorised User.

6.3 Unused allowances. Unused alerts, searches, exports, AI usage, credits and seats are not refundable, not transferable and do not carry over.

6.4 Downgrades. A downgrade takes effect at your next renewal, and we do not refund the difference for the period already paid for. An upgrade is immediate and charged pro-rata.

6.5 The exceptions are real. Sections 7, 8 and 9 are genuine exceptions, and section 8 is a legal right rather than something we grant.

7. The 14-day money-back guarantee

7.1 What it is. As a matter of discretion, and on top of anything the law gives you, we offer a 14-day money-back guarantee on your first paid subscription.

7.2 Who can use it. Your first paid subscription only, once per customer. Not renewals, later subscriptions, upgrades, or a second account opened by the same customer or an organisation under the same control.

7.3 How to claim. Email support@bidwhistle.com within 14 days of the first payment, with your account email address and the words “money-back guarantee”. No reason needed. We decide within 5 business days.

7.4 What we refund. The Fee you paid for your first Subscription Period, including any VAT we charged on it.

7.5 What we do not refund. Your own bank or card issuer’s charges, currency conversion costs, and any separately purchased one-off service or add-on already delivered.

7.6 When we may decline. Where you or a connected account has claimed before; where the claim comes late; where multiple sign-ups or trials were used to obtain repeated guarantees or get round usage limits; where the Service was used to bulk-extract, resell or republish Procurement Data or Outputs; or where we terminated the account for material breach. We will say which ground we rely on and why.

7.7 Not a substitute for your rights. Declining a claim here has no effect on section 8, section 9 or any other right you have in law.

8. Refunds when we are at fault

8.1 When we refund pro-rata. We refund the pro-rata portion of prepaid Fees for the unused part of your Subscription Period where: (a) we terminate for convenience; (b) you terminate for our material breach that we did not put right within the cure period in our Terms of Service; (c) you terminate under the chronic-failure right in our Service Level Agreement, after two consecutive months below the uptime target; (d) you terminate because you do not accept a material change to the Terms of Service or a material reduction in the functionality you paid for; or (e) we could not resolve your reasonable objection to a new sub-processor.

8.2 How it is calculated and paid. Prepaid Fee ÷ days in the Subscription Period × days remaining after termination takes effect, including VAT where we charged it, and paid within 14 days.

8.3 Service credits are different. Credits under our Service Level Agreement are available on annual plans and applied against future invoices, never paid in cash. On monthly plans there are no credits - the remedy is clause 9.1(c).

8.4 Our own mistakes. Where we charged in error, took a payment after a valid cancellation, or converted a trial without the reminder email, we refund in full. That is a correction, not a discretionary refund.

8.5 No refunds or credits for claimed inaccuracies in Procurement Data. We do not give refunds or credits because Procurement Data was incomplete, delayed, wrong, withdrawn or superseded. Procurement Data comes from public sources that we collect but do not control, and only the notice published by the contracting authority is authoritative - which is why our Terms of Service ask you to verify every material fact against the original before acting on it. This does not affect your rights if we break the Agreement in some other way, or any right you have as a consumer.

9. Price changes and renewals

9.1 Automatic renewal. Your subscription renews automatically for a further period equal to the last one, at the price then applying, unless you cancel first. Annual subscriptions renew one year at a time.

9.2 Notice of a price change. At least 30 days’ notice by email, taking effect only at the start of your next Subscription Period. The old price applies until then and keeps applying until we have given proper notice.

9.3 The annual renewal reminder. At least 30 days before every annual renewal we email you the renewal date, the amount and how to cancel. Every customer on an annual plan gets it, consumer or not.

9.4 Cancelling before renewal. If you do not want the new price, or do not want to renew, cancel before the renewal date under section 3.

10. Failed payments and involuntary cancellation

10.1 We tell you. If a payment fails, we email you straight away with what went wrong and how to fix it.

10.2 Retries. Our payment provider, Stripe, retries automatically: three attempts over 14 days. Retries are for the amount already authorised; we take no variable or additional sums from your card.

10.3 Grace period. You keep full access for 14 days after the due date.

10.4 Suspension. If Fees are still unpaid after those 14 days we may suspend access, having given you notice first. Your data is not deleted during a suspension; pay the outstanding amount and we restore access promptly.

10.5 Termination. If the account is still unpaid after 30 days from the due date we may terminate the subscription, and the deletion timetable in section 4 applies.

10.6 What we do not charge. No administration fee and no late-payment fee. We may charge statutory interest where the law allows, and nothing more.

11. Chargebacks

11.1 Please ask us first. If a charge looks wrong, email support@bidwhistle.com. We would far rather look at it and refund you than have disputes with your bank.

11.2 What a chargeback does. It reverses the payment through your card issuer, and our payment provider normally charges us a handling fee. While it is investigated the subscription is unpaid, so we may suspend the account.

11.3 If it is decided against you. The amount becomes payable again and section 11 applies to it as an unpaid Fee.

11.4 What we will not do. We will not penalise you for raising a genuine dispute, and nothing here affects your statutory rights, including your rights against your card issuer.

12. How refunds are paid

12.1 Original payment method. Refunds go back to the card or account the payment came from. If that method has closed, we arrange a bank transfer to an account in your name.

12.2 Timescale. We start the refund without undue delay - within 14 days at the latest under sections 8 and 9. Your bank then takes its own time to show it, often 5 to 10 business days.

12.3 Currency and bank charges. We refund in the currency you were charged, in the amount we received. We do not cover conversion losses, exchange-rate movements or your bank’s fees, and we charge no fee of our own.

12.4 Tax. Where we charged VAT, the refund includes it and we issue a credit note.

13. Disputes about billing

13.1 Step one - tell us. Email support@bidwhistle.com within 30 days of the invoice date with the invoice number and what looks wrong. We investigate promptly and reply with our reasoning. Please pay any undisputed part meanwhile.

13.2 Step two - complain formally. If that does not settle it, use our Complaints Policy, which sets out the routes for complaining, what we do at each stage and how long it takes.

14. Changes to this Refund and Cancellation Policy

14.1 How we change it. Where a change would, on balance, disadvantage you in a way that matters, we give at least 30 days’ notice by email and in the Service, and you may cancel before it takes effect.

14.2 No retrospective effect. A refund claim is judged by the version in force when the payment was made.

16. How to contact us

support@bidwhistle.com

We answer during UK business hours, Monday to Friday, in line with the support targets in our Service Level Agreement.

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