The Tender Pack Promise.

Doc · TP-PROM-01 · Issued May 2026 · For all paying plans

1. The pack-fails-admin guarantee

TenderPack's one job is making the pack pass admin compliance. If it doesn't, that's on us.

What counts as "admin compliance failure"

The procurement officer rejects your pack for one of these reasons:

• Missing or unsigned SBD form (SBD 1, 4, 6.1, 6.2, 8, 9).
• Wrong information in an SBD form generated by us from your profile data.
• Pricing schedule not in the procurement template (Annexure A or equivalent).
• Missing compliance matrix or evidence cross-walk.
• Missing or incorrectly formatted B-BBEE certificate that we attached.

What does NOT count

• Your bid was rejected on price.
• Your bid was rejected on technical scoring.
• You did not sign forms that needed signing.
• You submitted late, to the wrong address, or to the wrong format (e.g. courier instead of online portal).
• You changed information after the pack was generated.
• You failed to update an expired certification (B-BBEE, TCS PIN, CIDB grade) that we flagged as expired before submission.

2. How to claim

1. Within 7 days of receiving the rejection, email support@tenderpack.co.za.
2. Attach the rejection notice from the procurement officer (PDF, screenshot, or email).
3. Include the original RFP reference (e.g. SCM-2026-0142) and your TenderPack pack ID.
4. We respond within 5 business days with the decision and, if upheld, the refund or credit.

3. What you get

Single Pack (R 199 per tender)

Full refund of the pack fee to your original payment method within 10 business days.

Bidder (R 299 / month, unlimited tenders)

Next month free. Credit applied automatically to your next billing cycle.

Contractor (R 749 / month, 5 seats)

Next month free. Credit applied automatically to your next billing cycle.

Concierge (R 5,000 per tender, we draft and submit)

Full refund of the pack fee to your original payment method within 10 business days, plus one free Concierge pack on a future tender of equivalent value as goodwill.

4. The numbered-requirement fix

If we miss a numbered requirement from the RFP (e.g. the tender asks for a methodology section but our generated response only addresses the first 22 of 23 requirements), email us the page reference within 7 days of submission. We re-draft the missing section for free and credit 30 days against your next bill.

5. The keep-your-packs guarantee

When you cancel, you keep every pack you've already downloaded. The ZIP archive works independently of TenderPack. No DRM, no cloud lock-in. The PDF files inside are standard PDFs you can open in any reader.

6. What we won't refund

• Partial usage of a monthly subscription (cancel anytime; access continues to end of billing period).
• Tender submission failures caused by your acts or omissions (late submission, wrong recipient, changed information after pack generation).
• Pack failures more than 7 days after rejection notice (claim window expired).

7. Disputes

If we deny your claim and you disagree, you can escalate to mediation under the rules of the Arbitration Foundation of Southern Africa. Refer to clause 11 of our Terms of service.