Legal Agreement

Return & Refund Policy

Last Updated: September 4, 2026

1. Overview

This Return and Refund Policy outlines the terms under which Synafex processes refund requests for its subscription-based SaaS services. Since Synafex provides digital software services (not physical goods), traditional return or shipping policies do not apply. Instead, this policy governs cancellations, refund eligibility, and credit adjustments for paid subscription plans.

2. Subscription Plans

Synafex offers the following types of subscription plans:

  • Free Plan: Limited features with no charge. No refund applicable.
  • Monthly Plans: Billed on a recurring monthly basis. Cancellations take effect at the end of the current billing cycle.
  • Annual Plans: Billed once per year at a discounted rate. Subject to the refund terms outlined below.
  • Enterprise Plans: Custom pricing and terms. Refund terms are governed by the individual service agreement.

3. Refund Eligibility

Refunds may be issued under the following circumstances:

  • Within 7 Days of Purchase: If you are unsatisfied with the service, you may request a full refund within 7 calendar days of your initial subscription purchase. This applies to first-time purchases only.
  • Service Outage: If Synafex experiences prolonged service unavailability (exceeding 72 consecutive hours) due to issues on our end, affected users may request a pro-rated credit or partial refund for the downtime period.
  • Duplicate Charges: If you were charged more than once for the same billing period due to a system error, we will refund the duplicate charge in full.
  • Unauthorized Charges: If a charge was made without your authorization, contact us immediately. After verification, a full refund will be processed.

4. Non-Refundable Items

The following are not eligible for refunds:

  • Subscription fees after the 7-day refund window has passed
  • Partial month charges upon mid-cycle cancellation (service continues until the end of the billing period)
  • Add-on purchases such as additional WhatsApp conversation credits, extra API call allowances, or premium support packages
  • Setup fees or one-time onboarding charges, if applicable
  • Fees incurred due to third-party services (e.g., Meta WhatsApp Business API conversation charges)

5. Cancellation Policy

You may cancel your subscription at any time from your Synafex dashboard under Settings > Billing.

  • Monthly Plans: Cancellation takes effect at the end of the current billing cycle. You will retain access to paid features until then. No partial refunds are issued for unused days.
  • Annual Plans: Cancellation takes effect at the end of the annual billing period. If cancelled within the first 7 days, a full refund is available. After 7 days, no refund is issued but access continues until the period ends.
  • Enterprise Plans: Cancellation terms are governed by the signed service agreement. Please contact your account manager for details.

6. How to Request a Refund

To request a refund, please follow these steps:

  1. Send an email to billing@synafex.com with the subject line "Refund Request."
  2. Include your registered email address, business name, subscription plan, and the reason for the refund request.
  3. Our billing team will review your request and respond within 3-5 business days.
  4. If approved, refunds will be processed to the original payment method within 5-10 business days, depending on your payment provider.

7. Chargebacks

We encourage users to contact us directly before initiating a chargeback with their bank or credit card company. Filing a chargeback without first attempting to resolve the issue with Synafex may result in account suspension. We are committed to resolving billing disputes promptly and fairly.

8. Changes to This Policy

Synafex reserves the right to modify this Return and Refund Policy at any time. Changes will be posted on this page with an updated effective date. Continued use of the service after changes are posted constitutes acceptance of the revised policy. We recommend reviewing this page periodically.

9. Contact Us

If you have any questions about this Refund Policy or need help with a billing issue, please contact us:

  • Email: billing@synafex.com
  • Phone: +1 (800) 555-0199
  • Address: 100 Pine Street, Suite 1250, San Francisco, CA 94111, United States