CUSTOMER POLICY

Refund & Cancellation Policy

Last updated: 17 September 2026. This policy applies to individual digital assessment purchases from Syntropix. It does not reduce any mandatory consumer rights that apply in your country.

One-time assessment purchases

Our individual assessments are digital services/content made available after confirmed payment. If you have not started or materially accessed the purchased assessment, you may request a refund within 14 calendar days of purchase. Once an assessment has been started, substantially used, completed, or its personalised report has been generated, the purchase is ordinarily non-refundable except where required by applicable law or where the service is defective, unavailable, materially misdescribed, or duplicated.

Mandatory consumer rights

Where local law provides a cooling-off, withdrawal, cancellation, refund, repair, re-performance, or other non-waivable right, that right prevails over this policy. Where legally required, checkout may ask you to expressly request immediate digital performance and acknowledge any consequence for a statutory withdrawal right.

Duplicate or failed transactions

Duplicate charges, confirmed payment where access was not delivered, or a technical failure preventing reasonable use will be investigated promptly. If payment is confirmed but access is not automatically delivered, contact us with the transaction email and reference; do not send full card details.

Subscriptions and recurring services

If Syntropix introduces a recurring plan, its renewal interval and price will be disclosed before checkout. Cancellation will stop future renewals and take effect according to the terms shown at purchase. No recurring plan will be created from a one-time assessment purchase without explicit customer consent.

Paddle purchases

Where checkout identifies Paddle as Merchant of Record/reseller, Paddle processes the transaction, applicable indirect taxes, payment receipt/invoice, and eligible refund to the original payment method. Syntropix may assist with product-access questions, while Paddle's buyer terms and refund process also apply to that transaction. Where Paddle's terms or applicable law provide greater rights, those rights prevail.

How to request help or a refund

Email team@syntropix.in with the purchaser email, assessment name, purchase date, and transaction/order reference. For Paddle-processed purchases, the transaction email/receipt may also provide Paddle's buyer-support route. Never email card numbers, CVV, passwords, or one-time codes.

Refund timing

Approved refunds are returned through the original payment channel where possible. Bank/card processing times vary by provider and jurisdiction. Access associated with a refunded purchase may be revoked.

Enterprise purchases

Corporate licences, bulk purchases, custom programmes and separately contracted services are governed by the applicable order form or agreement, subject always to mandatory law.