Refund Policy | Synthesize.io

1. Overview

At Synthesize.io, we want you to be completely satisfied with our service. This Refund Policy outlines the terms and conditions for refunds on our subscription plans.

2. Free Trial

We offer a 14-day free trial for new users to evaluate our platform. During the trial period, you have access to all features of the plan you select. No payment is required during the trial, and you can cancel at any time without charge.

We strongly recommend using the trial period to ensure our service meets your needs before committing to a paid subscription.

3. Subscription Refunds

3.1 Monthly Subscriptions

Within 7 days: Full refund available if you're not satisfied with the service and have not generated more than 100,000 rows of data
After 7 days: No refunds available; you may cancel to prevent future charges

3.2 Annual Subscriptions

Within 14 days: Full refund available if you're not satisfied with the service and have not generated more than 500,000 rows of data
After 14 days: Pro-rated refund available for unused months, minus a 10% administrative fee
After 30 days: No refunds available; you may cancel to prevent renewal

4. Enterprise Plans

Enterprise plan refunds are handled on a case-by-case basis according to the terms of your contract. Please contact your account manager or email enterprise@synthesize.io for assistance.

5. Eligible Refund Circumstances

We may issue refunds in the following circumstances:

Technical issues preventing use of the service that we cannot resolve
Accidental duplicate charges
Significant service outages affecting your ability to use the platform
Major feature changes that fundamentally alter the service you purchased

6. Non-Refundable Items

The following are not eligible for refunds:

Partial month usage after the refund eligibility period
Usage that exceeds the data generation thresholds mentioned above
Accounts terminated due to Terms of Service violations
Upgrades or add-ons purchased mid-billing cycle
Customization or consulting services

7. How to Request a Refund

To request a refund:

Log into your account and go to Settings → Billing
Click on "Request Refund"
Provide the reason for your refund request
Submit your request

Alternatively, you can email billing@synthesize.io with your account email, subscription details, and reason for the refund request.

8. Refund Processing

Review Time: We will review refund requests within 3-5 business days
Notification: You will receive an email notification with the outcome of your request
Processing Time: Approved refunds are processed within 5-10 business days, depending on your payment method
Currency: Refunds are issued in the original currency of payment

9. Cancellation vs. Refund

Please note the difference between cancellation and refund:

Cancellation: Stops future billing; you retain access until the end of your current billing period
Refund: Returns payment for the current billing period; access is terminated immediately upon refund approval

10. Disputes

If you dispute a charge with your bank or credit card company before contacting us, this may affect your ability to receive a refund directly from us and may result in account suspension.

We encourage you to contact our support team first at billing@synthesize.io to resolve any billing issues.

11. Changes to This Policy

We may update this Refund Policy from time to time. Changes will be posted on this page with an updated "Last updated" date. Existing customers will be subject to the policy in effect at the time of their purchase.

12. Contact Us

For questions about refunds or this policy:

Email: billing@synthesize.io
Support: support@synthesize.io