Refunds & Cancellation

1.1 New customers get a free trial of 120 days with no card details taken and no charge for the trial. You can stop at any time during the trial at no cost. You only start paying, and automatic monthly charging only begins, when you choose a paid plan. If you do not start a paid plan when the trial ends, access is suspended and your data is held for 30 days before it is deleted (Clause 6).

2.1 Monthly plans. A monthly plan is billed monthly and charged automatically to your payment method until you cancel. There is no minimum term. Email support@tachyo.co.uk at any time to cancel. Cancellation stops the automatic charge from the end of the billing month you cancel in, and you keep access until then. We do not refund part of a month already started, except as set out in Clause 4.

2.2 Annual plans. An annual plan is paid for the full 12 months in advance and cannot be cancelled part-way through for a refund, except under Clause 3 or Clause 4. After the 12 months it continues month to month at the monthly rate, charged automatically, unless you tell us before the 12 months end that you do not want to continue, or we agree a new annual term.

3.1 If you cancel within 14 days of your first payment after the trial (whether a monthly or an annual plan), we will refund that first payment in full. This is a goodwill guarantee that we give on top of the Customer Terms. Services are supplied to businesses, which do not have a statutory cooling-off period.

3.2 To use it, email support@tachyo.co.uk within the 14 days. It applies to your first payment only, not to later renewals, and once per customer.

We refund the unused part of Fees you have prepaid, calculated by day, if:

• we end your agreement for convenience (Customer Terms, Clause 6.4);
• you end it because we materially breach it (Clause 6.5);
• you cancel after we remove a material feature from your plan (Clause 2.4);
• you cancel after a material change to the Terms that is adverse to you (Clause 18.6); or
• you end the affected services after objecting to a new sub-processor (Data Processing Addendum, Clause 4.2).

We may also agree a refund or credit in other cases. We do not refund Fees for Drivers or months already used, or for features you did not use.

5.1 A refund under Clause 3 is paid within five business days of us confirming it. Any other refund is paid within 14 days of us confirming it. Refunds are paid to the account or method that made the payment. A refund includes any VAT charged on the refunded amount, and we will issue a credit note where one is required.

6.1 Access ends. When a cancellation takes effect, or a trial ends without a paid plan, access to the platform stops and your drivers’ apps stop working. Tell your drivers in advance.

6.2 30-day hold and export. We keep your data suspended for 30 days. During that time you can email support@tachyo.co.uk to ask for a copy in a structured, commonly used format such as CSV, or to reactivate with a paid plan, and your data carries over. The platform does not stay open for self-service during this period, so please ask for what you need early. If you need records for a DVSA audit or other statutory purposes, export them before you cancel.

6.3 Deletion. After the 30 days we permanently delete your data from our live systems and databases. Copies in our hosting provider’s backups are overwritten in the ordinary course of that provider’s cycle. Deletion from the database cannot be undone. We may keep what the law requires us to keep, such as our own invoices.

6.4 Photographs and files. Uploaded photographs and files (defect and walkaround photographs, delivery proofs, receipts) are kept for 24 months from the day they were uploaded, even after you cancel, because they can form part of records an operator must keep by law (for example vehicle safety records for at least 15 months under the DVSA guide, and working-time records for 2 years). They are then deleted. While we hold them you can ask for a copy, but they are no longer linked to records in the platform. Tell us in writing if you want them deleted sooner.

6.5 Confirmation. On your written request we will confirm in writing once deletion is complete.

6.6 Drivers. Individual drivers can ask to have their own accounts deleted at any time; see Delete Your Account.