Refund & Cancellation Policy

This Policy applies to eligible purchases of Syntrach software development, website development, hosting, digital products and consulting services. Our goal is to be fair to customers while recognizing work already performed, resources already reserved and third-party costs already paid.

A proposal, order or service agreement may include more specific cancellation terms. Those specific terms will apply where they clearly differ from this general Policy.

Projects may require a non-refundable discovery fee, advance deposit or milestone payment before work begins. Recurring services are payable in advance unless agreed otherwise. The applicable proposal or invoice will state amounts, due dates and tax treatment.

Before requesting a refund, customers should provide the invoice or transaction number, reason, affected service and relevant evidence.

A customer may request cancellation in writing. We will calculate work completed, approved expenses, third-party charges and committed resources up to the effective cancellation date. Any eligible unused balance will be returned; any outstanding earned amount remains payable.

• Before work begins: refundable amounts may be returned after deducting disclosed gateway, discovery, administrative or third-party costs.
• After work begins: completed work, reserved capacity and approved expenses are not refundable.
• After delivery or acceptance: payment is normally non-refundable, without limiting an agreed defect-correction or warranty obligation.

New shared or business hosting plans may qualify for a limited money-back period if stated on the order. Domain registration, SSL certificates, licences, dedicated IPs, migrations, setup work, control-panel fees, VPS, dedicated servers and other third-party infrastructure are normally non-refundable once ordered or activated.

Renewals are non-refundable after the renewal term begins unless required by law or caused by a confirmed Syntrach billing error. Customers are responsible for cancelling before renewal and maintaining backups before service ends.

Downloaded software, licence keys, templates and other immediately delivered digital products are normally non-refundable after access, download or activation, except where the product is materially defective, wrongly supplied, or a refund is required by applicable law.

Customers should review compatibility and stated requirements before purchase. We will first attempt reasonable troubleshooting for a reported technical defect.

Custom software and website fees pay for professional time and tailored work. Approved milestones and completed work are not refundable merely because priorities change, expected results were not clearly included in scope, or the customer stops participating.

If Syntrach cannot deliver a paid milestone for reasons within our reasonable control and cannot agree a correction or replacement plan, the undelivered portion may be refunded.

Booked consulting may be rescheduled or cancelled within the notice period stated in the booking. Late cancellation or non-attendance may be charged because the time was reserved. Completed consulting is not refundable based only on disagreement with professional observations or recommendations.

Short maintenance windows or interruptions outside our reasonable control do not normally create a cash refund. Where a service-level agreement applies, eligible service credits will be calculated under that agreement. A service credit is not automatically exchangeable for cash.

Approved refunds will normally be returned through the original payment method where possible. Gateway, bank and card-network processing times are outside our control. We may request identity, transaction and account verification before processing.

• Work already completed or accepted.
• Discovery, consultation and setup already delivered.
• Domain, certificate, licence, infrastructure and other third-party charges.
• Custom assets or resources purchased with approval.
• Used subscription periods and activated renewals.
• Transaction or currency-conversion fees not returned by the provider.
• Services affected by customer misuse, unauthorized modification or failure to meet stated requirements.

We may consider a reasonable exception for duplicate payment, verified billing error, prolonged non-delivery, serious technical defect, or exceptional hardship. An exception is assessed individually and does not change this Policy for other transactions.

Nothing in this Policy limits a right that cannot legally be excluded.

Send the request to billing@syntrach.com with your name, company, invoice or transaction reference, service and reason. You may also contact us by phone or WhatsApp at +880 1719-755162. Our postal address is House #48, Road #12, Sector #13, Uttara, Dhaka-1230, Bangladesh.