A fair refund window before work begins. Pro-rated refunds where reasonable after kickoff. No refunds after delivery — for the same reason a contractor doesn't take back a finished kitchen. Clear timelines, written process, no surprises.
Every refund clause below exists for one reason: to be fair to clients who change their mind early, while protecting us from the small minority who try to extract delivered work without paying for it. The audit produces a real document. Setup fees fund real research and configuration time. Once that work is done, it cannot be un-done — so the policy reflects the reality of services, not the convenience of a return-to-store retail model.
The audit is a 7-day engagement that includes a 60-minute diagnostic call, four days of research and analysis, and a 6-page written report.
| Stage | Refund eligibility |
|---|---|
| Within 48 hours of payment, before the diagnostic call | 100% refund, no questions asked. Email billing@synthex.ltd with subject "Audit Cancellation." |
| After the diagnostic call but before research begins (typically Day 2) | 50% refund. The diagnostic call has already consumed billable analyst time. |
| After research has begun | No refund. The work is in progress and will be delivered to you regardless. |
| After the report has been delivered | No refund. You have the deliverable. |
Audit fee credit toward deployment. If you sign for Growth, Pro, or a higher tier within 60 days of receiving your audit report, the $500 audit fee is credited in full toward your setup fee — effectively a free audit if you become a deployment client.
Setup fees fund a defined block of build work (typically 10–18 business days depending on tier). Refund eligibility steps down as the work progresses.
| Stage | Refund eligibility |
|---|---|
| Within 7 days of payment, before the kickoff call | 100% refund minus payment-processor fees (typically 5–6%). Email billing@synthex.ltd with subject "Setup Cancellation." |
| After kickoff call but within first 25% of build | 50% refund. We have committed analyst and builder time to your project. |
| After 25% of build complete | Pro-rated refund based on hours worked, capped at the unspent portion of the fee. Hours are documented in our project log, which we share on request. |
| After the delivery walkthrough has been recorded and shared | No refund. The system is built and in your possession. |
Retainers fund ongoing operation, maintenance, monitoring, and minor changes for deployed systems. They are billed in advance on a calendar-month basis.
Refunds will not be issued in the following cases:
If a concern can be resolved by email, please give us that opportunity before filing a credit-card chargeback or bank dispute. Most refund-eligible requests are processed within a week — far faster than the typical 45–90 day chargeback cycle. A chargeback filed without prior contact with us is treated as a breach of these terms and may delay any refund that would otherwise have been due, while we provide our payment processor with documentation of the engagement.
For chargebacks filed in bad faith — for example, after we have delivered a complete and accepted system, or after the relevant refund window has expired — we reserve the right to pursue the disputed amount plus chargeback fees and reasonable collection costs.
This Refund Policy is governed by the laws of the Arab Republic of Egypt and forms part of our Terms of Service. The dispute-resolution provisions in the Terms (informal resolution followed by ICC arbitration in Cairo) apply to disputes about refunds.
Nothing in this policy limits any non-waivable consumer rights you may have under the laws of your country of residence. EU clients retain rights under applicable consumer-protection directives. California clients retain rights under applicable state consumer-protection law. Where a statutory right and this policy conflict, the statutory right prevails.
Refund and billing questions: billing@synthex.ltd. General legal questions: legal@synthex.ltd. We answer every refund inquiry within 2 business days — usually within hours during the working week.