We want you to be confident trying Synapse. This Refund Policy explains when and how you can get a refund, and how cancellations work.
1. 14-Day Money-Back Guarantee
On the first payment of any paid plan (Pro, Team, or annual equivalents), you can request a full refund within 14 days of the charge, no questions asked. Email hello@susha.space from the address associated with your account and we'll process the refund.
2. Renewals and Subsequent Payments
Subscriptions renew automatically at the end of each billing cycle. Renewal payments are generally non-refundable, as you have continuous access throughout the paid period. We may grant pro-rated refunds at our discretion in cases of accidental renewal reported within 7 days of the charge.
3. How to Cancel
You can cancel your subscription at any time from the billing portal link included in your receipt and in your account settings. Cancellation stops future charges; your access continues until the end of the current paid period. We do not pro-rate refunds for cancellations mid-cycle.
4. Quota and Usage
Refunds are not provided for unused quota (minutes of transcription or AI generations) at the end of a billing cycle. Unused quota does not roll over.
5. Chargebacks
Please contact us first if you have a billing issue — we can resolve most situations within one business day. Chargebacks initiated without prior contact may result in account suspension.
6. Exceptions
- Service outages — if the Service is unavailable for an extended period due to our fault, we may issue service credits or pro-rated refunds upon request.
- Duplicate charges — fully refunded.
- Unauthorised charges — reported within 60 days will be investigated and refunded if confirmed.
7. Refund Processing
Refunds are issued to the original payment method by our payment provider Paddle.com Market Limited. Processing typically takes 5–10 business days depending on your bank.
8. Statutory Rights
This Policy does not affect any mandatory consumer rights under the law of your country of residence, including, where applicable, the EU right of withdrawal for digital services.
9. Contact
All refund and billing questions: hello@susha.space.