Synapse Group
This Refund Policy explains when a refund may be available for a licence fee, subscription, or service purchased from Synapse Group in connection with one of our self-hosted Applications. It applies alongside, and does not replace, our Terms of Service.
Because our Applications are software licences rather than physical goods, and are typically made available for deployment immediately on purchase, refunds are considered on a case-by-case basis rather than as an automatic entitlement.
If you are a first-time licensee of a given Application and it does not work as described in its published documentation, you may request a full refund within 7 calendar days of your original purchase, provided you have made a genuine, documented attempt to deploy and use the Application and have given us a reasonable opportunity to resolve the issue first.
To request a refund, contact us via the email link in the site header with your order reference, the Application concerned, and the reason for your request. We will acknowledge your request within a reasonable time and let you know the outcome.
Approved refunds are returned to the original payment method used, and are typically processed within 10 business days of approval. Depending on your payment provider, it may take a further few days for the funds to appear. An administration fee of 20% + Prorated Time Used will be dedicated from any refund due.
A bug, missing feature, or support request is not automatically grounds for a refund — our first step is always to try to resolve the issue itself. Refunds are considered only where a genuine resolution isn't possible within the window above.
We may update this Refund Policy from time to time. The “Last updated” date at the top of this page reflects the most recent revision.