Refund & Cancellation Policy

1. Overview

This Refund & Cancellation Policy ("Policy") governs subscriptions to Syntharil ("Service") and is incorporated by reference into our Terms of Service. This Policy should be reviewed by legal counsel before final publication. By subscribing to the Service, you acknowledge and agree to the terms set forth below.

2. Pricing Model

Syntharil offers a free trial period followed by paid subscription plans. Subscription plans are available on a monthly or annual basis. Pricing details are published on the Syntharil website and may be updated from time to time with advance notice to active subscribers.

3. Free Trial

During the free trial period, no fees are collected and no charges are applied to your payment method. You may cancel at any time during the trial at no cost. Because no payment has been collected, no refund is applicable for cancellations during the free trial period. At the end of the free trial, your subscription will automatically convert to a paid plan unless you cancel before the trial period ends.

4. Cancellation

You may cancel your subscription at any time through your account settings. Upon cancellation:

• Your access to the Service will continue until the end of your current billing period (monthly or annual).
• No partial-period refunds are provided for unused time within a billing cycle.
• Your subscription will not renew after the current billing period ends.
• You may re-subscribe at any time after cancellation.

5. Service Level Agreement (SLA)

Syntharil targets 99.5% monthly uptime for the core platform. Monthly uptime is calculated as:

Uptime % = (Total minutes in month − Downtime minutes) ÷ Total minutes in month × 100

The following are excluded from uptime calculations:

• Planned maintenance windows announced at least 24 hours in advance
• Force majeure events (natural disasters, acts of government, etc.)
• Outages caused by third-party services (e.g., Salesforce API unavailability, email delivery services)
• Issues caused by customer actions (e.g., misconfigured OAuth tokens, exceeded API rate limits)
• Periods where the customer's usage exceeds contracted limits

6. SLA Service Credits

If monthly uptime falls below 99.5% in any calendar month, the affected customer may request a service credit equal to 10% of that month's subscription fee. The following conditions apply:

• Credits must be requested within 30 days of the end of the affected calendar month.
• Credits are applied to future invoices and are not redeemable for cash.
• The maximum credit per calendar month is capped at one month's subscription fee.
• Credits do not carry over beyond 12 months from the date of issue.
• Service credits are the sole and exclusive remedy for SLA failures, except as provided in Section 7.

7. Refund for Sustained SLA Breach

If monthly uptime falls below 99.5% for two consecutive calendar months, the affected customer may elect to terminate their subscription and receive a pro-rated cash refund for any prepaid unused subscription time. This right must be exercised within 30 days of the end of the second consecutive failing month. This is the sole monetary remedy for SLA breaches and replaces (rather than supplements) service credits for the affected period.

8. Annual Subscription Refunds

Annual subscriptions are subject to the same SLA credit structure described in Sections 6 and 7. If an annual subscription is terminated due to a sustained SLA breach (two consecutive calendar months below 99.5% uptime), the pro-rated refund is calculated based on the number of remaining full months in the annual subscription term. No refunds are provided for:

• Change-of-mind cancellations
• Voluntary early termination unrelated to an SLA breach
• Partial months remaining at time of termination

9. Exclusions

In addition to the exclusions listed in Section 5, the following are excluded from SLA obligations and refund eligibility:

• Planned maintenance communicated at least 24 hours in advance via the Syntharil status page or email notification
• Force majeure events, including but not limited to natural disasters, war, terrorism, pandemic, or governmental actions beyond Syntharil's reasonable control
• Customer-caused service interruptions, including misconfigured Salesforce OAuth credentials, exceeded API limits, or account suspension due to non-payment
• Third-party service failures, including Salesforce API outages, email delivery service failures, or cloud provider incidents
• Periods where the customer's usage pattern materially exceeds normal expected usage for their subscription tier

10. How to Request a Credit or Refund

To request a service credit or refund under this Policy, contact us at our contact page with the following information:

• Your account email address
• The affected calendar month(s)
• A description of the service disruption experienced

Syntharil will respond to credit and refund requests within 10 business days. Syntharil may request additional information or documentation to verify the claim. Approved credits will be applied to your next invoice; approved refunds will be processed to your original payment method within 10 business days of approval.

11. Changes to This Policy

Syntharil reserves the right to update this Policy at any time. Material changes will be posted on this page with an updated "Last updated" date and, where appropriate, communicated to active subscribers by email. Continued use of the Service after changes are posted constitutes acceptance of the revised Policy.

12. Contact

Questions about this Policy should be directed to our contact page.