Refund Policy

This Refund Policy explains when and how you can obtain a refund for a Syntheo subscription. It forms part of, and should be read together with, our Terms of Service. It applies to all subscriptions to the Syntheo service (“Service”) provided by Syntheo Software LLC (“Syntheo,” “we,” “us,” or “our”).

Payments for the Service are processed by our third-party payment provider, which acts as the merchant of record for your purchase. Approved refunds are returned to your original payment method through that provider.

1. Free Trial

We offer a 7-day free trial that does not require a payment method to begin, and you are not charged during the trial. To continue using the Service after the trial ends, you add a valid payment method and choose a plan; if you do not, your trial access simply ends and you are not charged. You can also cancel at any time during the trial from your account settings or by emailing support@trysyntheo.com.

The free trial is your opportunity to evaluate the Service in full before you ever enter payment details.

2. 72-Hour Guarantee on Automatic Renewal Charges

Once you are on a paid plan, your subscription renews automatically. We know a renewal charge can arrive at an inconvenient time. For that reason:

If your subscription automatically renews and you no longer want it, you may request a full, no-questions-asked refund within 72 hours of the renewal charge.

• This applies to both monthly and annual plans.
• No reason is required, and the refund is for the full amount of that renewal charge.
• To stop future renewals, cancel your subscription (see Section 7); cancelling stops renewals but does not, by itself, refund a charge already made. Request the refund as described in Section 8.

This guarantee covers automatic renewal charges. The plan you choose when you first subscribe is covered by Section 3.

3. New Subscriptions

For the plan you purchase when you first subscribe, including when you move from the free trial to a paid plan, but excluding automatic renewals (which are covered by Section 2):

• Monthly plans are non-refundable once the billing period begins, except as provided in Sections 2, 5, 6, and 9. Because the free trial lets you evaluate the Service beforehand, we do not offer additional refunds for monthly plans already in progress.
• Annual plans may be refunded in full within 14 days of your initial purchase, provided you have not used the Service beyond reasonable evaluation. After 14 days, annual plans are non-refundable except as provided in Sections 2, 5, 6, and 9, though your access continues until the end of your paid term.

4. Plan Upgrades and Downgrades

If you change plans mid-cycle, we adjust your billing on a prorated basis. Amounts paid for an upgrade are not separately refundable, but any unused value from your previous plan is applied as credit toward your account. Downgrades take effect at your next billing date.

5. Service Failures

If a material defect or sustained outage prevents you from using core features as described, and we are unable to resolve it within a reasonable time after you report it to support@trysyntheo.com, we may, at our discretion, issue a full or partial refund or account credit for the affected period. We do not provide refunds for interruptions outside our reasonable control (for example, changes made by the third-party platforms the Service monitors, or general internet outages).

6. Duplicate or Erroneous Charges

If you are billed more than once for the same billing period, or charged in error, we will refund the duplicate or erroneous amount in full. Please contact support@trysyntheo.com within 14 days of the charge and we will correct it promptly.

7. Cancellation

You may cancel your subscription at any time from your account settings or by emailing support@trysyntheo.com. Cancellation stops future renewals and takes effect at the end of your current billing period; you retain access until then. Cancelling a subscription does not automatically refund a charge already made (see Sections 2 and 8).

8. How to Request a Refund

To request a refund, email support@trysyntheo.com from the email address associated with your account, and include the charge date and, where relevant, a brief note about the issue. We aim to review and respond within 5 business days. If your request is approved, the refund is processed to your original payment method through our payment provider, and typically appears within several business days depending on your bank or card issuer.

9. Your Statutory Rights

Nothing in this policy limits any non-waivable rights you have under applicable law. If you are a consumer in the European Economic Area or the United Kingdom, you may have a statutory right to cancel a purchase of digital services within 14 days. Where you ask us to begin providing the Service immediately (including by starting a free trial or accessing a paid plan), you acknowledge that you may lose that statutory cancellation right once the Service has been fully provided. These statutory rights apply in addition to the guarantees we offer above.

10. Non-Refundable Amounts

Except as set out in this policy or required by law, the following are not refundable: subscription periods already used beyond the windows described above; partial billing periods remaining after cancellation; and any promotional credits or amounts granted at no charge. Where our payment provider retains a transaction fee on a refund, that fee may not be recoverable.

11. Chargebacks and Disputes

If you have a billing concern, please contact us first at support@trysyntheo.com. Most issues can be resolved quickly, often with a refund under this policy, and far faster than a bank dispute. Because chargebacks involve additional cost and review by our payment provider, we ask that you reach out to us before initiating one. We reserve the right to suspend accounts associated with chargebacks filed in bad faith or in breach of these terms.

12. Changes to This Policy

We may update this Refund Policy from time to time. Material changes will be posted here with a new “Last updated” date and apply to purchases made after they take effect.

13. Contact

Email: support@trysyntheo.com
Syntheo Software LLC