Refund Policy
Effective Date: June 2026
Last Updated: June 2026
1. Overview
This Refund Policy governs all subscription purchases made through Syftnex's software products ("Services"), including HR & Payroll and any other current or future Syftnex SaaS product billed through our central platform. Payments are processed by our payment provider acting as Merchant of Record. By subscribing to any Syftnex Service, you agree to the terms outlined in this policy.
This policy applies to SaaS subscription billing only. It does not apply to custom development, consulting, or project-based agency engagements, which are governed by a separate Statement of Work and the payment terms specified therein.
2. Subscription Billing
2.1 Billing in Advance
Subscriptions are billed in advance on a monthly or yearly basis, depending on the billing interval selected at checkout. By subscribing, you authorize recurring charges to your selected payment method until the subscription is cancelled.
2.2 No Free Trial
Syftnex Services do not currently offer a free trial period. Charges apply immediately upon successful checkout.
3. Refunds — General Policy
3.1 Non-Refundable Charges
Subscription fees, once billed, are non-refundable, except as expressly stated in Section 4. This includes:
- Base plan charges (monthly or yearly)
- Extra seat/usage charges
- Add-on module charges
We do not provide refunds or credits for partial billing periods, unused access, mid-cycle downgrades, or the removal of seats or modules before the end of a billing period.
3.2 Why Charges Are Non-Refundable
Subscribing to a Service grants immediate access to the platform, including account provisioning, data storage, and processing. Because access is granted upon payment, fees are treated as earned at the time of billing.
4. Exceptions — When a Refund May Apply
A refund or credit may be issued at Syftnex's discretion in the following circumstances:
4.1 Duplicate or Erroneous Charges
If you were charged in error, including duplicate transactions caused by a technical issue, contact us within 30 days of the charge for a full refund of the erroneous amount.
4.2 Unauthorized Transactions
If a charge was made without your authorization, notify us immediately. We will investigate and issue a refund if the claim is substantiated.
4.3 Service Unavailability
If a Service is materially unavailable for a continuous period exceeding 72 hours due to a fault attributable to Syftnex, you may request a pro-rated credit for the affected period. This does not apply to scheduled maintenance communicated in advance, or to outages caused by third-party infrastructure, force majeure events, or factors outside Syftnex's reasonable control.
4.4 First-Time Subscriber Dispute
A first-time subscriber to any Syftnex Service may request a refund within 7 days of their initial subscription charge if they have not actively used the Service (e.g., not created core records or configured the product for live use). This exception applies once per customer per product and is not available for subsequent renewals.
5. Cancellations
5.1 How to Cancel
You may cancel any subscription at any time from the Manage Subscription page in your account dashboard, or by contacting support.
5.2 Effect of Cancellation
Cancelling stops future billing. Access continues until the end of your current paid billing period — you will not be charged again, but no refund is issued for the remaining days of the current period.
5.3 Removing Seats or Modules
Reducing seats or removing add-on modules does not generate a refund for the current billing period; changes apply at your next renewal.
5.4 Adding Seats or Modules
Adding seats or modules mid-cycle is billed on a prorated basis for the remainder of your current billing period, charged immediately at checkout.
6. Failed Payments
If a renewal payment fails, your subscription may enter a grace period during which limited access is retained. If payment is not resolved within the communicated grace period, your subscription will be suspended or cancelled, and access to the Service and your data may be restricted until payment is resolved.
7. Chargebacks
If you initiate a chargeback or payment dispute with your bank or card provider instead of contacting Syftnex directly, your account may be suspended pending resolution. We encourage you to contact our support team first, as this typically resolves billing concerns faster.
8. How to Request a Refund
To request a refund under the exceptions in Section 4, contact:
Email: [email protected]
Please include your account email, the transaction date, and the reason for your request. We aim to respond within 5 business days.
9. Currency and Processing
All charges are processed in USD. Where prices are displayed in another currency (such as PKR) for informational purposes, the actual charge to your payment method will be in USD at the prevailing exchange rate at the time of transaction. Approved refunds are issued to the original payment method and may take 5–10 business days to appear, depending on your payment provider.
10. Changes to This Policy
Syftnex may update this Refund Policy from time to time. Material changes will be posted on this page with an updated effective date. Continued use of any Service after such changes constitutes acceptance of the revised policy.
11. Contact
For questions about this Refund Policy, contact:
Email: [email protected]