https://syncora.solutions/refund-policy
Who this covers (section link)
This policy covers three kinds of purchase: subscriptions to Syncora software products, free trials of those products, and custom web development. It does not cover third-party fees (for example a domain registrar or an app store) that you paid to someone else. Those providers' own rules apply.
If you bought as a consumer, mandatory rules of Sri Lanka's consumer law, or of the country where you live, apply on top of this policy wherever they give you a stronger right. Business customers contracting in the course of business rely on this policy and the order.
Subscriptions (section link)
You may cancel a subscription at any time from the product's billing screen, where one is provided, or by emailing the address below from the billing contact's address. Tell us the product, the account email and the date you want cancellation to take effect.
- Monthly plans. Cancellation stops the next renewal. You keep access until the end of the period you have already paid for. We do not refund that current period, in whole or pro rata, except where a non-waivable law requires it or we failed to provide the service for a material part of the period and did not restore it within a reasonable time after you told us.
- Plans longer than one month, including annual plans. You may cancel for a full refund of the initial purchase within [ANNUAL REFUND WINDOW] of the first payment, if you have not used the service in production. Production use means inviting your own end users, loading live employee or customer data, or relying on the service as a system of record. Exploring settings with sample data is not production use. After [ANNUAL REFUND WINDOW], fees already paid are not refunded and access continues until the end of the prepaid term. Renewal charges are not the "initial purchase": cancel before the renewal date if you do not want the next term.
- Downgrades. A downgrade takes effect at the next renewal unless the product screen says it is immediate. We do not refund the difference for the current period.
- Upgrades. If you upgrade mid-term, you pay the difference for the rest of the term as the checkout screen shows. That difference follows the same refund rule as the plan it was added to.
If we terminate a paid subscription for our own convenience, and not because you breached the terms, we will refund prepaid fees for the unused portion of the term. If we terminate because you materially breached the Terms of Service or the Acceptable Use Policy, fees already paid are not refunded, to the extent the law allows.
Free trials (section link)
A trial is free for the length shown before you start. [TRIAL LENGTH] is set on the product site, not in this policy, because products can differ. Cancel before the trial ends if you do not want to be charged. If you cancel during the trial, we do not charge the subscription and access ends when the trial ends, or sooner if the product says so.
There is nothing to refund for unused trial days, because the trial fee is zero. If we charge you by mistake after a timely cancellation, we will refund that charge in full. If a checkout did not show the price, the trial length and the fact that billing starts when the trial ends, do not complete it, and contact us. We will reverse a charge taken without that disclosure.
Custom development (section link)
Custom design and build work is scoped in a statement of work. You may cancel a project by written notice. The financial consequence depends on how far the work has got:
- Before we start. If you cancel before we start the work described in the statement of work, we refund amounts you have paid for that project, less any third-party cost we have already incurred with your written approval and cannot recover. We will show you the third-party invoice.
- Deposit. The statement of work states any deposit. Unless it says otherwise, a deposit is earned when we start work and is not refundable, because it reserves time. [DEPOSIT PERCENT] is whatever that statement of work specifies. This policy does not set a universal percentage.
- Milestones not started. Fees for a milestone we have not started are not due. If you prepaid them, we refund that amount.
- Milestone in progress. If you cancel while a milestone is underway, you pay for work done up to the cancellation date, at the milestone price pro rata to the portion delivered, or at the rate written in the statement of work if the milestone has no fixed price. We will deliver work in progress that you have paid for.
- Accepted milestones. Fees for milestones you have accepted are not refunded. Acceptance is described in the Terms of Service.
- Our cancellation. If we cancel a project without cause, we refund fees for work not yet accepted. If we cancel because you have not paid an undisputed invoice after notice, or because you have breached confidentiality or acceptable use, we may keep fees for work already done.
Change requests are estimated before we do them. A change you have not accepted in writing is not billed. A change you have accepted is part of the project and follows the milestone rules above.
Hosting or maintenance that has become a recurring subscription is cancelled under the subscription section, not as a build milestone.
How to ask for a refund (section link)
- Email legal@syncora.solutions from the billing contact, or use the contact form and choose a topic that reaches us. Use the subject "Refund request".
- Include the product or project name, the account email, the invoice number or date, the amount, and the reason.
- We will acknowledge the request and, if we need a missing fact, ask once for it. The refund window is measured from your first written request that contains enough detail for us to find the payment, not from later reminders.
If we approve a refund, we return it to the original payment method within 14 business days of approval. The payment provider or your bank may take longer to show the credit. We refund in the currency we received. We do not refund payment-provider fees that the provider does not return to us, except where the law requires a full refund. If the original method cannot receive the refund, we will agree another method.
Chargebacks (section link)
Please ask us for a refund before raising a chargeback. If you raise a chargeback on a payment that this policy says is not refundable, we may suspend the account while the dispute is open and provide the order, the policy and the usage record to the payment provider. A chargeback does not cancel a debt that is still valid. We will not threaten or penalise you for raising a genuine dispute about an unauthorised or mistaken charge.
Changes (section link)
We may update this policy by posting a new version and changing the "Last updated" date. The version in force on the date you bought, or on the date you renewed, applies to that payment. A later version applies to later purchases and later renewals. The effective date is the date at the top of this page.
Contact (section link)
Refunds and cancellations: legal@syncora.solutions. Phone: +94 77 565 2040. Syncora (Pvt) Ltd, Colombo, Sri Lanka. Company registration number: [REG NO].