Last updated July 15, 2026

Refund policy

1. One policy, worldwide

This is one standard policy for every customer, everywhere. Statutory rights, including the EU/EEA and UK rights in section 3, are unaffected and prevail wherever they grant you more.

First purchase. If this is your first subscription purchase of a SyntarEngine tier, you can request a full refund within 14 days of the purchase, worldwide, whatever the reason.

Usage carve-out. Because generation consumes real compute the moment it runs, a refund may be reduced or declined where the billing period's Production allowance has been substantially consumed. As a guide: if you have used none or almost none of your allowance, expect a full refund; if you have consumed most of it, expect a proportionate reduction or a decline. Consumed overage Productions and generation top-ups are non-refundable once the generation has run. A Production counts as used when video generation begins following your keyframe approval.

Renewals. You can cancel at any time, effective at the end of the current billing period, and you keep access until then. A renewal charge is refundable within 14 days of the renewal date if the new period is unused. If you simply forgot to cancel and have not used the new period, ask; that is exactly what this clause is for.

What is not refundable. Consumed overage and top-ups as above, periods beyond the current one that were never charged, and, outside section 3, charges older than 14 days.

Try before you buy. The free Trial gives every buyer one complete Production, up to 30 seconds of finished video, with no payment method required, so you can evaluate the complete service before paying anything.

This policy is aligned with the buyer terms of our merchant of record, which executes all refunds (section 2). Where the merchant of record's buyer terms and this policy differ on the mechanics of execution, the merchant of record's terms control for the transaction; this policy controls what we commit to refund.

2. How refunds are handled

All orders are processed by our designated merchant of record, which executes all refunds. To request a refund, reply to your transaction receipt email, use the automated billing and refund options provided at checkout, or write to support@syntarengine.com and we will route the request to the merchant of record for you. Either path works; neither is faster than the other.

What to include. The email address on the account and the receipt or order number. You do not need to explain your reason for a first-purchase refund within the 14-day window, though it helps us improve.

Timing. We (or the merchant of record directly) confirm the decision within 5 business days of the request. Approved refunds are issued by the merchant of record to the original payment method; banks and card networks typically post the credit within 5 to 10 business days of issuance.

Disputes. If you believe a refund was wrongly reduced or declined, reply to the decision email and a person will review it. Nothing in this policy limits your right to raise the matter with the merchant of record or, in section 3 jurisdictions, with your local consumer authority.

3. Consumers in the EU/EEA and UK

If you are a consumer in the EU, EEA, or UK, you have a statutory right to withdraw from a distance contract for a digital service within 14 days of purchase, without giving a reason. This right sits alongside section 1 and prevails wherever it grants you more.

Immediate performance. At checkout, you expressly request that the service begins immediately, during the withdrawal period, and you acknowledge that:

for the subscription service, if you withdraw within the 14 days, you owe a proportionate amount for the service supplied up to the moment you told us you were withdrawing, and the refund is reduced accordingly. We measure proportionate use by the Productions consumed against the period's allowance, because that is what the price buys;
for a generation top-up or overage Production, you consent to immediate performance and acknowledge that once the generation has run, the performance is complete and the right of withdrawal for that purchase is lost. Until it runs, it is refundable.

How to withdraw. An unambiguous statement is enough: email support@syntarengine.com or the merchant of record via your receipt, and say you are withdrawing. You may use the model withdrawal form prescribed by your local law, but you do not have to. The withdrawal refund is issued by the merchant of record without undue delay and no later than 14 days after you tell us, to the original payment method.

Consumer guarantees. Where your local law provides remedies for a digital service that does not conform to the contract (repair, price reduction, or termination), those remedies apply in addition to this policy and are not limited by it.

4. Contact

SyntarEngine Ltd, No. 3, Avenue des Orchidees, Quatre Bornes, Mauritius. support@syntarengine.com, +230 5856 3244.