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Refund Policy
Last updated: 4 October 2026
TEDGE sells recruitment services per step. This policy explains when a payment is refunded, how to ask, and what happens if a hire leaves early. It forms part of our Terms of Service for Employers.
1. How refunds work
A step counts as started the moment our team begins work on it, as described in the sections below.
- You must ask for a refund within 14 days of the event that causes it (for example the missed deadline, the cancellation or the duplicate charge) — not within 14 days of the payment.
- Approved refunds are paid to the original payment method (card, bank transfer or InstaPay) within 14 business days of approval. Your bank may take longer to show a card refund.
- Bank charges and currency-conversion differences are not refundable.
2. Self-service (flat price per role)
- Refunded in full if the role is not published on the TEDGE job board within 24 hours of payment because of a fault on TEDGE’s side.
- Refunded in full if the role has not yet been published and you cancel.
- Not refundable once the role has been published on the TEDGE job board, because applicants are screened by AI from that point.
3. Managed service, per step
| Step | Fully refundable | Partly refundable | Not refundable |
|---|---|---|---|
| CV sourcing (shortlist) | Before we post your role or contact any candidate. | 50% of the step price if we do not send at least 5 matched CVs within 14 days of publishing your role (21 days for Senior roles). | Once the role is posted and sourcing has begun, for any other reason. |
| Screening (AI + human) | Before any CV has been scored. | None. | Once scoring or recruiter review has started. |
| Interviews + scheduling | If you cancel at least 48 hours before the first scheduled interview. | 50% of the step price if you cancel less than 48 hours before. | Interviews that have already been held. |
| Hiring + onboarding | Before an offer is issued. | None. | Once an offer has been issued, even if the candidate later declines. |
4. Payment plans (full, or 50% + 50%)
- On the split plans the second half is due only when its trigger happens: your first shortlisted candidate is shared, or a candidate is hired. If you cancel before the trigger, nothing more is owed for steps we have not delivered. We keep what was paid for work already done under the table above.
- Cancelling does not cancel an installment that is already due and invoiced.
5. Card and payment-provider fees
Fees charged by our payment provider (Paymob) and by card networks are not refundable, except when the refund is due to a fault on TEDGE’s side or the payment was a duplicate charge. In those cases we refund the full amount you paid.
6. Replacement guarantee
If you buy the full Managed process (all four steps) and the candidate you hire leaves, or is let go, within 30 days of their start date, we will run one free replacement search for the same role. The replacement search covers sourcing, screening and interviews.
- You must tell us in writing within 7 days of the candidate leaving or being let go.
- All installments for the original role must have been paid.
- The guarantee applies once per role. It is not a refund, and it does not cover the Self-service plan or individual Managed steps bought on their own.
7. What is not refunded
We cannot promise that a role will be filled. A role staying open, a candidate you decide not to hire, or a hire who leaves after the 30-day period is not a reason for a refund.
8. How to ask
Email info@tedgeltd.com within 14 days of the event, quoting the invoice number and describing what happened. We reply within 5 business days.