Refund and Cancellation Policy

This policy explains how to cancel SynCore services and when and how we give refunds. It forms part of our Terms of Service. All SynCore services are digital services delivered online (see our Service Delivery Policy); nothing is shipped, so there is nothing to return.

1. Cancelling a plan

• You can cancel a plan at any time by opening a ticket in your account (Support, then Tickets, then New ticket, Billing) or by writing to billing@syncoretech.net.
• Your plan runs to the end of the period you have paid for and is then not renewed. You can download your files as set out in our Cloud Service Terms.
• We confirm every cancellation in writing within 2 working days, with the date your plan ends.

2. Your right to cancel as a consumer

If you bought as an individual for personal use (a consumer) and the law that protects you gives you a right to cancel a contract made online, you can cancel a new plan, or another service ordered online, within 14 days of the day the contract is made, without giving a reason.

• To cancel, tell us clearly within the 14 days: open a ticket in your account (Billing), or write to billing@syncoretech.net. You may use these words, but you do not have to: "I cancel my contract for [plan or service], ordered on [date]. Name, account email, address."
• If you did not ask us to start the service during the 14 days, we refund everything you paid.
• If you asked us to start during the 14 days (for example, a cloud was switched on at your request), you pay only for the service provided up to when you told us you were cancelling, in proportion to the full price, and we refund the rest.
• We refund within 14 days of receiving your cancellation. There is no fee.
• After the 14 days, sections 3 to 6 apply. Your other legal rights as a consumer (for example, if a service is not as described or not provided with reasonable care and skill) are not affected.

3. Monthly plans

Apart from section 2, a monthly plan is not refunded for a month that has already started. When you cancel, you keep access until the end of the month you have paid for.

4. Yearly plans

• Within 14 days of your first payment for a yearly plan, you can cancel and receive a full refund.
• After 14 days, a yearly plan is not refunded, except as set out in section 5.

5. Refunds in other cases

• Charged in error or twice: we refund the extra amount in full.
• Service not provided: if we cannot switch on a service you have paid for, we refund what you paid for it in full.
• Change that reduces the service: if we make a change that materially reduces what you get, and you cancel because of it, we refund whole unused months.
• We end the agreement: if we end the agreement without you being at fault, we refund whole unused months.
• Subprocessor objection: where our Data Processing Agreement allows you to end a service, we refund prepaid fees for the unused period.

We do not refund a plan that we suspend or end because you seriously broke our Terms of Service or Acceptable Use Policy, unless the law requires otherwise.

6. Work by quote (IT, software, AI, web and machine learning projects)

• Any deposit is refundable in full until work starts.
• Once work starts, you pay for work completed and accepted stages up to the date you cancel, and we refund any amount paid in advance for work not yet done.
• Work already delivered and accepted is not refundable, but if it does not match what the quote describes, tell us within 14 days of delivery and we will put it right or, if we cannot, refund the part affected.
• The quote may set out different terms. If it does, the quote applies.

7. How to ask for a refund and how long it takes

1. Ask from your account (Requests, then Refund) or write to billing@syncoretech.net, giving the invoice number and the reason.
2. We acknowledge your request within 2 working days and reply with a decision within 5 working days.
3. If we approve a refund, we pay it within 10 working days of our decision (within 14 days of your cancellation for a consumer cancelling under section 2).

8. How refunds are paid

• Refunds are paid in the same currency as the invoice, back to the account the payment came from: by bank transfer for bank transfer payments, or to the same card or payment method for any payment made through a payment provider. We use another method only if you agree or the original method is no longer available.
• We do not charge a fee for refunds. We cover our own bank charges; charges made by your own or an intermediary bank are outside our control.
• We do not convert currency, so the amount you receive may differ if your bank converts it.
• Where an invoice is refunded in whole or in part, we issue a credit note in your account.
• Credit on your account can be used against your next invoices or refunded on request.

9. Payment disputes and chargebacks

If you think a payment is wrong, please contact us first at billing@syncoretech.net: we can usually resolve it faster than your bank. If you raise a dispute or chargeback with your bank or card issuer, we will respond to it with the relevant records (for example the order, your acceptance of our terms, invoices and service logs). Where a chargeback is decided in your favour, we will not also refund the same amount. While a dispute is open, we may pause the affected service. A refund is never made to a different person or account from the one that paid.

10. Complaints

If you are not happy with a refund decision, you can use our Complaints Procedure by writing to complaints@syncoretech.net.