Refund Policy

Subscriptions

• First charge on a paid plan: if you cancel within 14 days of your first paid subscription charge, we refund it in full, provided the workspace has used less than 20% of the plan’s credit allowance.
• Renewals: renewals are not refunded. Cancel before the renewal date to avoid the next charge; you keep access until the end of the period you paid for.
• Yearly plans: the 14-day rule above applies to the first charge. After that, a yearly plan can be cancelled and stays active to the end of the year; the unused months are not refunded.

Extra seats

Extra builder seats are billed for use that has already happened and are not refunded, except where a charge was caused by an error on our side.

The prepaid model wallet

Wallet top-ups can be refunded in full within 14 days if none of the balance has been spent. Once any of it has been spent, the remaining balance is not refundable. Balance expires twelve months after purchase, as the Terms of Service say.

Our mistakes

If we charged you twice, charged the wrong amount, or the service was unavailable for a material part of a billing period through our fault, tell us and we will refund or credit the difference. Disputed charges should reach us within 30 days of the invoice.

How to ask

Email info@synapseorch.com with the workspace name and the invoice number. We answer within 5 business days, and approved refunds go back to the original payment method within 10 business days.