Tessera Refund and Cancellation Policy

Version 1.4 — effective 2026-08-22

This policy explains when you can get your money back and how to cancel. It applies to subscriptions to the Tessera customer portal (portal.tessera.company).

Subscriptions are sold by Polar Software, Inc. as merchant of record, so the payment contract is between you and Polar. This policy is what we, as the seller, will approve — Polar processes refunds on our instruction.

1. 14-day refund

You can ask for a full refund within 14 days of your first payment, for any reason. You do not have to explain why.

This applies to the first payment on a new subscription, monthly or annual.

Ask in the portal: Billing → Request refund. One button, no email to write and nothing to explain. It is there for as long as the window is open, and it tells you the date it closes.

A person reads every request. We answer within two business days, and your subscription keeps working normally until we do — nothing is cancelled or switched off while we look. When we approve it, the money returns to the card it came from and the subscription stops.

We check the request against this policy: sections 2, 3 and 5 below say when a refund does not apply, and we may decline on one of those grounds. We will tell you which one, and you can reply and say why you think it is wrong. The size of the refund is never the reason — a large refund we owe is a large refund we pay.

If the window has passed, or something else has gone wrong with a charge, write to billing@tessera.company from the address on the account.

Refunds are returned to the original payment method. Polar processes approved refunds within 14 days.

2. Air-gapped (offline) licences

If you ask us for an air-gapped licence, the 14-day refund in section 1 stops applying to that subscription from the moment you ask.

The reason is technical, not commercial. An air-gapped licence is a signed file that works with no connection to us — that is the whole point of it, and it is why we cannot take it back once you have it. Refunding the money while you keep a licence we cannot recall would mean giving the product away.

You will be shown this before anything is issued, and you have to confirm two things: that you are asking us to supply the licence immediately, and that you understand you are giving up the right to cancel and be refunded for that subscription. Nothing is issued until you do.

This does not touch section 4. If we could not deliver, charged you twice, or made a billing error, we refund — whether or not you asked for an air-gapped licence. You are giving up a change of mind, not your remedies.

If you do not need an air-gapped licence, do nothing: the normal setup keeps your controller in touch with us, and your refund rights are untouched.

3. After the first 14 days

Renewals are not automatically refundable by us. You can cancel at any time, and the cancellation takes effect at the end of the period you have already paid for — you keep access until then, and you are not billed again.

Polar, as the seller, has its own terms and may return a payment on your request within 30 days of your most recent renewal, whatever this section says. Nothing here limits that.

We do not refund the unused remainder of a period. Annual plans are discounted precisely because they are a commitment for the year.

4. When we will refund anyway

The 14-day window is a floor, not a ceiling. We will refund outside it where it is the right answer:

• We could not deliver. A defect on our side that prevents you from using what you paid for, and that we cannot fix in reasonable time.
• Duplicate or mistaken charge. Billed twice, or billed after a cancellation.
• You were charged for seats you never used, because of an error in our billing.

Ask, and explain what happened. We would rather return money than argue about it.

5. When we will not

• Change of mind after the window, on a plan that worked as described.
• Failure to cancel before renewal. We send a reminder before an annual renewal; the reminder is a courtesy, and the renewal date is visible in your portal account at all times.
• Evidence of abuse — repeated buy-and-refund cycles, or refund requests accompanied by continued use of licences issued under the subscription.

6. How to cancel

In the portal: Billing → Cancel subscription. Cancellation is immediate as an instruction and takes effect at the end of the current period. Nothing is deleted when a subscription ends: your account and its data remain, and the licence falls back to the free Community plan and its limits.

7. Chargebacks

If something is wrong, write to us first. A chargeback raised without contacting us costs both sides fees and time, and while it is open Polar may suspend the account. We answer billing email within two business days.

8. Statutory rights

Tessera is sold to organisations for business use and is not offered to consumers, so consumer cancellation rights generally do not apply. Where mandatory law gives you rights that this policy does not, that law wins and nothing here limits it.

Billing questions: billing@tessera.company — Societatea cu Răspundere Limitată “Tessera Limited”, IDNO 1026023127260, str. Miorița 1/c, MD-2028, Chișinău, Republic of Moldova.