Refund & Cancellation Policy

Last updated: 6 September 2026

Paddle.com is the Merchant of Record for every Synapse purchase. You buy from Paddle, not directly from us, and Paddle's Buyer Terms and Conditions apply to the transaction. Paddle handles payment, invoicing, sales tax, and the execution of any refund.

1. Cancelling a subscription

You can cancel at any time, and cancellation takes effect at the end of the billing period you have already paid for. There is no cancellation fee and no minimum term.

Cancelling never deletes your data. Your topics and turns remain readable after cancellation and after any downgrade. If your stored history exceeds the capacity of the plan you drop to, Synapse stops accepting new writes until you delete a topic or upgrade again — but nothing already stored is removed. We do not hold data hostage to force a renewal.

2. 14-day right of withdrawal

If you are a consumer, Paddle's Buyer Terms give you the right to withdraw from a purchase within 14 days. Because Synapse is a digital service made available immediately, Paddle's terms set out when and how that right applies — including whether it is waived once you start using the service. Paddle decides this, not us.

3. Requesting a refund

Send refund requests to Paddle, who process them:

Paddle Buyer Support — paddle.net or help@paddle.com
Include your Paddle order ID and the email address used at purchase
State the reason for the request

You can also write to customer@getsynapse.link and we will review the request and, where it is justified, instruct Paddle to issue the refund. Going to Paddle directly is usually faster.

4. What we will refund

Beyond the statutory 14-day right, we refund the current billing period in full when:

Synapse was unavailable or unusable through a fault on our side for long enough to matter — as a rule of thumb, more than 24 hours in the billing period, but tell us either way and we will look at it;
you were charged after cancelling, or charged twice for the same period;
a defect on our side prevented you from writing or reading your own data and we could not resolve it.

Tell us what happened and roughly when. We would rather refund a borderline case than argue about it.

5. What we will not refund

Billing periods that have already elapsed, where the service was working.
Partial or unused portions of a month after a mid-period cancellation — the plan runs to the end of the period you paid for.
Forgetting to cancel before a renewal. Cancel any time before the renewal date and you will not be charged for the period after that — but a renewal that has already been taken runs its full period and is not refunded partway through.
Failures caused by systems outside our control — an AI tool changing its interface, a network restriction, or a third-party MCP client that stops working.
Accounts showing a repeated pattern of subscribing and refunding. Each refund costs us the payment processor's fee, so we reserve the right to decline where the pattern looks deliberate. A first request is never treated this way.

Storing fewer turns than your plan allows is not a ground for a refund. A paid plan buys capacity, not usage: you are paying for how much history the account can hold.

6. Chargebacks

If something looks wrong on your bill, please contact Paddle or us first. A chargeback raised without contacting anyone is usually slower for you than a refund, and it may suspend the account while the dispute is open. We will always try to resolve it directly.

7. Deleting your data

Deleting data and cancelling a subscription are separate actions. You can delete any topic at any time from the dashboard, and you can ask us to delete the entire account by writing to customer@getsynapse.link. Deletion is not required in order to cancel, and cancelling does not trigger deletion.