Refund Policy

SynergiX OÜ · synergix.app · Effective Date: 15 July 2026

This Refund Policy sets out how refunds are handled for SynergiX's digital products, professional services, subscriptions and custom development.

1. Introduction

This Refund Policy explains the conditions governing cancellations, refunds, credits, payment disputes, and chargebacks relating to products and services provided by SynergiX OÜ.

It forms an integral part of our:

• Terms of Service
• Privacy Policy
• any applicable Order
• Proposal
• Statement of Work
• Subscription Agreement

By purchasing any Service from SynergiX, you acknowledge that you have read, understood and accepted this Refund Policy.

2. Scope

This Policy applies to all products and services offered by SynergiX, including but not limited to:

• Software as a Service (SaaS)
• Artificial Intelligence services
• AI Agents
• APIs
• Automation solutions
• Software development
• Website development
• Mobile applications
• Cloud services
• Consulting
• Technical support
• Professional services
• Digital downloads
• Licences
• Integrations
• Subscription services

Unless a written agreement expressly provides otherwise, this Policy governs every commercial transaction with SynergiX.

3. General Refund Principle

Because the vast majority of SynergiX products consist of digital services, intellectual work, software development, consulting, licences and customised technology solutions, most purchases become non-refundable once performance has begun or the agreed Deliverables have been made available.

Unlike physical products, digital services cannot generally be returned after delivery.

For this reason, Customers are encouraged to review all quotations, proposals, Statements of Work, subscription plans and service descriptions carefully before completing a purchase.

4. Digital Products

Unless mandatory law provides otherwise, the following items are non-refundable once delivered, made available or activated:

• software licences;
• downloadable products;
• source code;
• APIs;
• automation workflows;
• AI prompts;
• AI configurations;
• digital documents;
• reports;
• technical documentation;
• templates;
• dashboards;
• databases;
• digital assets;
• credentials;
• deployment files;
• access keys.

Delivery may occur electronically.

No physical delivery is required for a product to be considered delivered.

5. Professional Services

Professional Services compensate the time, expertise and resources allocated by SynergiX personnel.

Accordingly, fees relating to:

• consulting;
• implementation;
• architecture;
• AI configuration;
• automation design;
• software engineering;
• project management;
• technical advisory;
• migration;
• integration;

are earned as the Services are performed.

Once Professional Services have commenced, amounts relating to work already performed are non-refundable.

6. Custom Development

Projects involving customised software, websites, integrations, APIs, AI systems or automation workflows are developed specifically for the Customer.

Resources are allocated exclusively to each project.

Accordingly:

• project deposits are non-refundable;
• completed milestones are non-refundable;
• approved Deliverables are non-refundable;
• partially completed work remains payable in proportion to work performed.

Where a Customer decides to discontinue a project after work has commenced, SynergiX reserves the right to invoice all work completed up to the date of termination.

7. Artificial Intelligence Services

AI Services involve computational resources, third-party providers and engineering work that cannot be recovered after use.

Because AI outputs are generated immediately upon processing, charges relating to:

• AI requests;
• prompt execution;
• inference;
• model usage;
• AI-generated Deliverables;

are generally non-refundable once processing has begun.

Customers remain responsible for reviewing generated outputs before relying upon them.

8. Subscription Services

Subscription fees provide access to Services during the applicable billing period.

Cancellation prevents future renewals but does not entitle the Customer to a refund for the current subscription period unless mandatory law expressly requires otherwise.

Failure to use the subscribed Service does not create entitlement to a refund.

9. Payments Made Through Stripe Payment Links

Payments completed using Stripe Payment Links constitute immediate acceptance of:

• the applicable Order;
• these Refund Policy;
• the Terms of Service;
• the Privacy Policy.

Once payment has been successfully processed and work has commenced, the transaction becomes subject to this Refund Policy.

10. Project Acceptance

A Deliverable shall be deemed accepted where:

• the Customer expressly approves it;
• the Customer places it into production;
• the Customer begins using it;
• seven (7) calendar days pass following delivery without written notice of material defects.

Acceptance constitutes confirmation that the Deliverable substantially conforms to the agreed scope.

Accepted Deliverables are not eligible for refund except where mandatory law requires otherwise.

11. Limited Refund Exceptions

Although SynergiX generally operates a no-refund policy for digital products and professional services, refund requests may be considered in exceptional circumstances.

Refunds may be granted solely at the discretion of SynergiX where, for example:

• payment was duplicated due to a technical error;
• payment was processed incorrectly by SynergiX;
• the purchased Service cannot be delivered due solely to circumstances within SynergiX's control;
• a written agreement expressly provides for a refund.

The existence of a complaint does not automatically entitle the Customer to a refund.

Where a refund is approved, SynergiX reserves the right to deduct any non-recoverable costs already incurred, including payment processing fees, third-party charges, and the value of Services already performed, to the extent permitted by applicable law.

12. Customer Responsibilities

Customers are responsible for:

• reviewing quotations before payment;
• verifying purchased Services;
• ensuring that selected products meet their requirements;
• providing accurate project information;
• responding promptly to requests for information;
• supplying necessary access credentials;
• participating in project reviews where applicable.

Project delays resulting from the Customer's inactivity, missing information or failure to cooperate do not create any entitlement to refunds.

Where the Customer delays a project for more than ninety (90) consecutive days without reasonable justification, SynergiX may close the project and retain all payments relating to work already completed.

13. Chargebacks

Customers agree to contact SynergiX before initiating any chargeback, payment dispute or cardholder claim.

Most billing concerns can be resolved quickly through our support team.

Initiating a chargeback without first attempting to resolve the matter directly may delay resolution and increase costs for both parties.

Where a chargeback is initiated, SynergiX reserves the right to submit evidence supporting the validity of the transaction, including but not limited to:

• signed quotations;
• accepted proposals;
• Statements of Work;
• invoices;
• payment confirmations;
• Stripe transaction records;
• Payment Link acceptance records;
• Terms of Service acceptance;
• Refund Policy acceptance;
• email correspondence;
• customer support communications;
• project documentation;
• delivery confirmations;
• software deployment records;
• access logs;
• API usage records;
• user authentication logs;
• source code repositories;
• meeting records;
• acceptance confirmations;
• evidence of Service usage.

Customers acknowledge that these records may be used to defend legitimate transactions before payment processors, acquiring banks and card networks.

14. Fraud Prevention

SynergiX actively monitors transactions to prevent:

• payment fraud;
• identity theft;
• stolen payment methods;
• account abuse;
• unauthorised purchases;
• suspicious activity.

Transactions identified as presenting an elevated fraud risk may be delayed, suspended or cancelled pending additional verification.

SynergiX reserves the right to request reasonable identity or business verification where necessary to protect both parties.

15. Abuse of the Refund Process

Customers shall not misuse refund procedures by:

• repeatedly purchasing Services with the intention of requesting refunds;
• initiating unjustified payment disputes;
• making false representations regarding delivered Services;
• using Services before requesting reimbursement;
• attempting to obtain free Services through fraudulent claims.

Where abusive behaviour is reasonably identified, SynergiX may:

• refuse future Services;
• suspend customer accounts;
• terminate existing agreements;
• pursue recovery of outstanding amounts;
• defend payment disputes using all available evidence;
• report fraudulent activity to competent authorities where legally appropriate.

16. Disputed Deliverables

If a Customer believes that a Deliverable does not materially conform to the agreed specifications, the Customer must notify SynergiX in writing within seven (7) calendar days after delivery.

The notice must contain sufficient detail to enable SynergiX to investigate the issue.

Where a genuine defect is confirmed, SynergiX will, at its discretion:

• correct the defect;
• provide a reasonable workaround;
• re-perform the affected portion of the Service; or
• provide another appropriate contractual remedy.

Except where mandatory law provides otherwise, these remedies constitute the Customer's exclusive remedies for non-conforming Services.

17. Mandatory Consumer Rights

Nothing in this Refund Policy, the Terms of Service, or any related agreement excludes, restricts, or limits any consumer rights that cannot legally be waived under applicable law.

Where a Customer qualifies as a consumer under mandatory consumer protection legislation, any statutory rights relating to cancellation, withdrawal, digital content, digital services, guarantees, or refunds shall apply only to the extent required by the applicable legislation.

SynergiX fully respects all mandatory consumer protection laws applicable to the jurisdiction governing the transaction.

17.1 Immediate Commencement of Digital Services

SynergiX primarily supplies digital products, Software as a Service (SaaS), artificial intelligence services, APIs, software development, automation services, consulting services, licences, digital content and other electronically delivered Services.

Before completing certain purchases, Customers may be required to expressly request that SynergiX begins providing the purchased Service immediately following successful payment.

By providing such express request, the Customer acknowledges and agrees that:

• SynergiX may immediately allocate developers, consultants, engineers, project managers, cloud infrastructure, software licences, artificial intelligence resources and other operational resources necessary to perform the purchased Services;
• digital Deliverables, software licences, credentials, API keys, hosted environments, downloadable content, cloud resources and other electronic Deliverables may be supplied immediately after payment;
• where applicable consumer legislation provides that the statutory right of withdrawal may be reduced or lost once the performance of digital services has begun or digital content has been supplied following the consumer's prior express request and acknowledgement, the Customer expressly requests such immediate commencement and acknowledges those legal consequences to the extent permitted by applicable law;
• nothing in this clause excludes or limits any mandatory statutory rights relating to defective digital content, defective services, legal guarantees, or any other consumer protection rights that cannot legally be waived.

This provision is intended solely to document the Customer's express request for immediate performance where legally relevant and shall be interpreted consistently with the applicable mandatory consumer protection legislation.

18. Governing Law

This Refund Policy shall be governed by and interpreted in accordance with the laws of the Republic of Estonia.

For business customers, any dispute arising from this Policy shall be submitted to the competent courts of Tallinn, Estonia, unless mandatory law provides otherwise.

Consumers retain any mandatory jurisdictional rights that cannot legally be waived.

19. Changes to this Refund Policy

SynergiX may revise this Refund Policy from time to time to reflect changes in:

• applicable legislation;
• payment processing requirements;
• business operations;
• new Services;
• fraud prevention measures.

The updated version will be published on our website together with the revised Effective Date.

Unless otherwise required by law, the revised Policy applies to purchases made after its effective date.

20. Contact Information

Questions regarding refunds, cancellations or payment disputes should be submitted before initiating any chargeback.

SynergiX OÜ

Website

https://synergix.app

General Enquiries

hello@synergix.app

Billing & Refund Requests

billing@synergix.app

Customer Support

support@synergix.app

Registered Office

Tööstuse tn 75-71

10416 Tallinn

Harju County

Estonia

Registry Code

17546909

VAT Number

EE103004563

Questions about this document? Contact hello@synergix.app.