Refund and Cancellation Policy

1. Trial Period

Eligible plans may include a 7-day trial (for example with trial usage limits such as 200 voice minutes and 100 chat sessions where advertised). No recurring plan billing is initiated until paid activation is confirmed under the plan's onboarding flow.

2. Monthly Plan Cancellation

• You may request cancellation before the next billing cycle renewal date.
• Cancellation stops future recurring billing; already accrued billed usage remains payable.
• Service may remain available through the end of the paid billing period unless terminated for breach/non-payment.

3. Annual or Committed Contracts

For annual discounts or committed enterprise pricing, cancellation and refund rights follow the signed commercial agreement. Early termination may include pro-rated recovery, commitments, or non-cancellable components defined in contract.

4. Refund Eligibility

Refunds are generally considered in the following cases:

• Duplicate charge caused by system or payment processing error.
• Incorrect invoice amount materially inconsistent with agreed pricing.
• Unauthorized transaction confirmed after investigation.

Approved refunds are processed to original payment method or agreed settlement channel.

5. Non-Refundable Items (Unless Required by Law)

• Consumed usage charges (voice minutes, sessions, campaign dispatches) already processed.
• One-time onboarding/setup/services delivered as agreed.
• Third-party pass-through costs already incurred on Customer's behalf.

6. Dispute Window

Billing disputes should be submitted within 7 business days of invoice date unless your contract specifies another window. Delayed disputes may limit adjustment eligibility.

7. Refund Processing Timeline

After approval, refund processing generally starts within 7-15 business days depending on payment rail/provider cycles (including bank, card, mobile wallet, or gateway settlement windows).

8. Chargeback and Fraud Review

If a payment is reversed via chargeback or fraud claim, SYNOPI may temporarily suspend affected services during investigation. Verified abusive chargebacks may result in account restrictions.

9. How to Request Cancellation or Refund

Email [email protected] with:

• Registered account/company name
• Invoice/transaction reference
• Reason for cancellation or refund request
• Supporting evidence (if any)

10. Policy Updates

We may update this policy to align with product, billing, and legal requirements. Updated versions are posted with revised effective date.