Refund policy
This policy covers paid plans for OmniSync Retail. It is part of our terms and conditions. Payments are handled by Paddle, our reseller and merchant of record, so refunds are paid by Paddle.
Try it first
OmniSync Retail has a free plan with no time limit, and paid plans may start with a free trial. You are not charged during a trial. Cancel before it ends and you pay nothing.
14-day refund
If you are not happy with a new paid plan, ask within 14 days of the first payment and we will refund it in full. You don't need to give a reason, though we would like to know so we can improve.
- This applies to the first payment for a new subscription, monthly or yearly.
- If your plan started with a free trial, the 14 days start on the date of the first payment after the trial.
- After a refund, the paid plan ends and the account moves to the free plan. Your data stays.
Renewals
- Monthly renewals are not refunded. Cancel before the renewal date to avoid the next charge. You keep the paid plan until the end of the month you paid for.
- Yearly renewals: if a yearly plan renews and you didn't mean it to, ask within 14 days of the renewal and we will refund it in full.
Upgrades and downgrades
- When you upgrade, Paddle charges the difference for the rest of the period. If you ask within 14 days, we refund that upgrade charge.
- Downgrades take effect at your next renewal, so there is nothing to refund.
When we always refund
- You were charged twice, or charged by mistake
- You were charged after cancelling
- A serious fault on our side stopped you using the service, and we could not fix it in a reasonable time
- We end your plan without you being at fault, or remove a main feature of your plan. In that case we refund the unused part of any prepaid period
Not refundable
- Setup, data import, training or other services agreed separately, once delivered
- Accounts suspended or ended because the terms were broken, for example fraud or misuse
- Requests outside the time limits above, unless the law says otherwise
How to ask
- Email [email protected] from the account owner's email address, with your business name and the date of the payment. Or use the link on your Paddle receipt to contact Paddle directly.
- We reply within 2 working days.
- Once approved, Paddle refunds the original payment method, including any tax charged.
- It usually takes 5 to 10 working days for the money to show on your statement, depending on your bank.
Your legal rights
Nothing in this policy takes away rights you have under the law where you live. If you buy as a consumer, Paddle's buyer terms explain your rights to cancel. If a chargeback is opened while we are sorting out a refund, we may pause the account until it is settled.