SYNTHET Refund & Cancellation Policy

Effective Date: February 10, 2026

Last Updated: February 10, 2026

This Refund & Cancellation Policy explains how cancellations, renewals, refunds, credits, disputes, and chargebacks work for SYNTHET (the “Service”). It applies to purchases made through our website and any authorized checkout flow (including KSA PSP and/or Merchant of Record (“MoR”) routes).

This policy is part of our Terms of Service.

1) Key Principles (Plain Language)

  • No trials. We do not offer free trials.
  • One subscription per Discord server (Guild).
  • Cancel anytime; access continues until the end of your paid period.
  • Refunds are limited. We issue refunds only in the cases listed below or where required by applicable law.
  • Disputes/chargebacks have consequences. Filing a dispute may revoke entitlements and trigger an account/Guild fraud hold.

2) Subscription Renewals

2.1 Auto-renewal. Paid plans automatically renew at the end of each billing period (monthly or yearly) unless you cancel before renewal.

2.2 Pricing. Prices shown at checkout are VAT-inclusive where applicable. Checkout displays the final charged amount and currency.

2.3 Renewal failure. If renewal payment fails, your subscription may enter past_due / grace and later canceled. During grace, access may remain available; after cancellation, entitlements revert to Free.

2.4 Billing & Tax Disclosure (Reference). For additional transparency details (including VAT-inclusive pricing treatment, charging entity disclosure at checkout, and invoice/receipt availability), see our Billing & Tax Disclosure page: /legal/billing-tax.

3) Cancellation Policy

3.1 How to cancel. Cancel from the Billing page in your Dashboard for the specific Guild.

3.2 Cancel effective at period end. Cancellation applies as cancel at period end:

  • You keep access through the end of your current billing period.
  • Your plan does not renew after the current period ends.

3.3 No partial refunds for cancellation. Canceling does not automatically generate a partial refund for unused time (unless required by law and explicitly mandated).

3.4 Resuming. You may resume a canceled-at-period-end subscription any time before period end, restoring renewal.

4) Plan Changes (Upgrade/Downgrade)

4.1 No proration. We do not prorate upgrades/downgrades unless explicitly stated at checkout.

4.2 Upgrades. Upgrades typically take effect after payment confirmation and start a new billing period.

4.3 Downgrades. Downgrades take effect at the end of the current billing period.

5) Refund Eligibility (Strict Rules)

Refunds are considered only in the following situations:

5.1 Duplicate charges (Eligible)

If you were charged twice for the same subscription period for the same Guild due to a billing error:

  • We will refund the duplicate charge after verification.

5.2 Service unavailability attributable to us (Eligible, limited)

If paid features for your Guild were materially unavailable due to a Service-side incident attributable to us for a sustained period:

  • We may issue a prorated credit (preferred) or refund (where supported), at our discretion, consistent with applicable law.

5.3 Unauthorized purchase / fraud (Case-by-case)

If your account was charged without your authorization:

  • Contact us immediately.
  • We will investigate and may suspend the subscription while investigating.
  • If confirmed, we may issue a refund as required by law or provider rules.

5.4 Non-refundable cases (Not eligible)

Unless required by law, we do not issue refunds for:

  • cancellation after purchase
  • change of mind
  • dissatisfaction with features
  • failure to use the Service
  • misconfiguration by the customer (including RBAC/permissions)
  • Discord platform changes, outages, or API restrictions outside our control
  • removal of the bot from your server
  • violation of our Terms or abuse policies resulting in suspension/termination

6) Charge Disputes, Chargebacks, and Evidence Retention (Hard)

6.1 Dispute-first expectation

If you believe a charge is incorrect, you must first contact support via the Dashboard Billing page (or support email) to allow investigation and resolution before initiating a payment dispute/chargeback.

6.2 Chargeback impact

If you file a dispute or chargeback:

  • Paid entitlements may be revoked immediately (or suspended during investigation).
  • Your account/Guild may be placed on a fraud hold.
  • We may restrict access to billing features and/or require re-verification to prevent repeat abuse.

6.3 Evidence retention for dispute defense (strict minimization)

To investigate billing issues and defend against disputes/chargebacks, we may retain limited transaction evidence under strict access control and minimization. This evidence may include:

  • provider transaction IDs, customer/subscription IDs
  • invoice/receipt identifiers
  • timestamps, amounts, currency, VAT amount/rate
  • dispute/chargeback status and provider reason codes
  • non-sensitive reconciliation logs (idempotency keys, webhook event IDs, processing outcomes)

We do not store full card numbers or CVV. Payment details are handled by the payment provider(s).

6.4 Resolution after dispute

If a chargeback is reversed in our favor:

  • access restoration is not automatic and may require review and re-subscription.

7) How Refunds Are Issued

7.1 Original payment method. When possible, refunds are issued to the original payment method.

7.2 Credits. Where refunds are not possible or where allowed, we may issue account credits (non-transferable, Guild-scoped unless otherwise stated).

7.3 Provider constraints. Refund timing and method may depend on the payment provider / MoR and banking networks.

8) Taxes (VAT) and Refunds

8.1 VAT treatment. Where VAT is included in the purchase price and a refund is issued, VAT will be handled according to applicable tax rules and provider capabilities.

8.2 Invoices/credit notes. Where legally required, we may issue an updated invoice/credit note reflecting the refund or credit.

9) Requesting a Refund (Process)

9.1 Time window. Refund requests must be submitted within 14 days of the charge date unless a longer period is required by applicable law.

9.2 How to request. Submit a support ticket via the Dashboard and include:

  • Guild ID
  • Discord user ID
  • invoice/receipt number
  • transaction date and amount
  • reason for request

9.3 Verification. We may request proof of ownership/authority for the Guild and billing method to prevent fraud.

9.4 Decision. We will respond with approval/denial and rationale, and where applicable, next steps.

10) Special Rules for Custom-Hosting Tier

10.1 Provisioning costs. Custom-Hosting includes configuration/provisioning processes; refunds may be more limited once provisioning has started, except where required by law.

10.2 Custom identity compliance. If your requested custom name/icon violates policies (impersonation, trademarks, prohibited content), we may reject or require changes. This is not automatically refundable unless required by law.

11) Compliance and Local Law

This Policy does not limit any consumer rights that cannot be waived under applicable laws and regulations, including those applicable in the Kingdom of Saudi Arabia.

12) Contact