Refund policy

Principle

The contact-unlock fee of CHF 2'900 is a one-time payment for access to a Leader's full contact details, charged once a mutual match has been confirmed. Because the service (disclosing verified contact details) is delivered immediately upon payment, refunds are granted only in the specific situations described below.

When a refund applies

• The contact details you received are demonstrably invalid (e.g. the e-mail address and phone number both fail to reach the Leader) and cannot be corrected within a reasonable time.
• The Leader profile is found, after investigation, to be fraudulent or to materially misrepresent the Leader's identity or professional background.
• A duplicate charge occurred due to a technical error on the Platform.

When no refund applies

The unlock fee covers the introduction (access to verified, accurate contact details), not the outcome of any mandate. There is no right to a refund merely because a mandate did not materialise, because terms could not be agreed, because the engagement ended earlier than expected, or because a Company changed its mind after unlocking a profile.

How to request a refund

Send a refund request to support@tessara.ch within [PLACEHOLDER - number of days, e.g. 14 days] of the unlock payment, describing the issue and, where applicable, evidence of the invalid contact details or fraudulent profile. We review each request individually and respond within [PLACEHOLDER - number of business days].

Payment processing

Approved refunds are processed back to the original payment method through our payment provider, Stripe. Processing times depend on your card issuer or bank and are typically a few business days after the refund is issued.