Refund & Dispute Policy

Overview

This policy outlines our procedures for refunds, cancellations, and billing disputes. All payments are processed securely through Stripe, a PCI DSS Level 1 certified payment processor.

Service Description

Synapki is a subscription-based software-as-a-service (SaaS) product that provides AI-powered knowledge management tools, including web clipping, automatic wiki generation, and knowledge graph building. Our service is delivered digitally and accessed through a browser extension and web application.

Subscription Plans & Pricing

We offer the following subscription tiers. All prices are in USD:

• Free: $0/month — 30 clips/month, 10 AI queries/day
• Pro: $10/month (billed monthly) or $96/year (billed annually, save 20%) — 500 clips/month, 200 AI queries/day
• Team: $30/month per seat (billed monthly) or $288/year per seat (billed annually, save 20%) — 3,000 clips/month, 1,000 AI queries/day

Current pricing is always available on our pricing page. Prices may change for new subscriptions, but existing subscriptions will retain their current rate until the next renewal.

Billing Cycle & Payment

Subscriptions are billed on a recurring basis (monthly or annually) based on the plan you select. Payment is processed automatically at the start of each billing cycle through Stripe using the payment method you provided at signup.

You will receive an email receipt from Stripe after each successful payment. If a payment fails, we will retry the charge and notify you via email.

Free Trial

Synapki offers a free tier with 30 clips per month and 10 AI queries per day. No payment information is required to use the free tier. You can explore the full functionality before committing to a paid plan.

Refund Policy

We offer refunds under the following conditions:

• Within 14 days of purchase: Full refund available for new subscriptions if you are unsatisfied with the service. Contact us at billing@synapki.com with your account email.
• Service outage: If a significant service outage (more than 24 consecutive hours) occurs during your billing period, you may request a prorated refund for the affected days.
• Duplicate charge: If you were charged more than once for the same billing period, the duplicate charge will be refunded in full within 5-10 business days.
• Unauthorized charge: If you believe you were charged without authorization, contact us immediately at billing@synapki.com. We will investigate and issue a refund if the charge was indeed unauthorized.

How to Request a Refund

To request a refund, email us at billing@synapki.com with the following information:

• Your account email address
• The date of the charge(s) in question
• The amount charged
• The reason for your refund request

We will review your request and respond within 5 business days. Approved refunds are processed within 5-10 business days and will appear on your original payment method.

Non-Refundable Cases

Refunds are generally not provided for:

• Usage beyond the 14-day window (unless covered by the service outage policy above)
• Partial usage of a subscription period — you retain full access until the end of your current billing cycle after cancellation
• Accidental upgrades — please contact us promptly and we will review these case by case

Subscription Cancellation

You may cancel your subscription at any time from your account settings. Upon cancellation:

• Your Pro or Team access remains active until the end of your current billing period
• No further charges will be applied
• Your account will automatically revert to the free tier at the end of the billing cycle
• Your wiki content stored in your own cloud (Google Drive, Dropbox, OneDrive) is completely unaffected

Dispute Resolution

If you have a billing dispute, please follow these steps:

1. Contact us first: Email billing@synapki.com with details of the issue, including your account email, transaction ID (from your Stripe receipt), and a description of the problem. We aim to resolve all disputes within 5 business days.
2. Provide documentation: Include any relevant receipts, screenshots, or transaction IDs to help us investigate quickly.
3. Escalation: If the dispute is not resolved to your satisfaction, you may escalate by emailing hello@synapki.com for further review by our leadership team.

We strongly encourage resolving disputes directly with us before filing a chargeback through your bank or credit card company. Chargebacks may result in immediate account suspension and can delay resolution.

Chargebacks

If you file a chargeback with your bank without first contacting us, we will provide evidence of the transaction and our service terms to the bank. We will also suspend your account pending resolution. To avoid this, please reach out to us first — we are committed to resolving billing issues fairly and promptly.

Price Changes

We may adjust our pricing from time to time. Any price changes will be communicated via email at least 30 days before they take effect. Existing subscriptions will continue at the current rate until the next billing cycle. You may cancel at any time before the new rate takes effect.

Contact

For billing questions, refund requests, or disputes, contact us at billing@synapki.com. We respond within 1-2 business days.