Refund Policy
This Refund Policy explains when you are entitled to a refund for a Sintropyc purchase and how to request one. It applies to the one-time proof scan and to any subscription plan bought through our site, and it should be read together with our Terms of Service.
01 Overview
The Service is a security-testing engagement: once a scan begins, we commit real work and computing resources to it. Our refund terms below balance that reality with fair treatment and your rights under applicable consumer law. Payments are handled by our payment provider, Paddle, which acts as merchant of record; approved refunds are returned through Paddle to your original payment method.
02 One-time proof scan
- Before the scan begins — full refund. If you have paid but we have not yet started your scan, you may request a full refund. Because we confirm the scope with you in writing before any testing starts, there is a clear window in which no work has begun.
- After the scan has begun — non-refundable. Once testing has started, the fee is non-refundable, except where a refund is required by law or where Section 3 (failure to deliver) applies. This mirrors Section 11 (Fees) of our Terms of Service.
A scan is considered to have begun when we start active testing against your Authorized Targets after you have approved the scope. Scheduling or scope confirmation alone does not count as the scan having begun.
03 If we fail to deliver
If, through no fault of yours, we are unable to deliver the scan you paid for — for example we cancel the engagement, or we cannot run it and cannot agree a workable scope with you — we will offer you either a re-run when practical or a refund of the amount paid for the undelivered scan. A limited or clean report is still a delivered scan: security testing is non-exhaustive by nature (see Section 9 of the Terms), and the absence of findings is not a failure to deliver and is not, by itself, grounds for a refund.
04 Subscription plans
Where you purchase a recurring plan (for example a monthly plan):
- You may cancel at any time, and cancellation stops future renewals. You keep access to the plan for the remainder of the billing period already paid.
- Fees already charged for the current or past billing periods are non-refundable, including for periods in which you did not request a scan, except where required by law or where Section 3 applies to a specific undelivered scan.
- If a renewal is charged in error, or immediately after a renewal you have not used, contact us and we will review a refund in good faith.
05 How to request a refund
To request a refund, email us at support@sintropyc.com and include the name used at checkout, the order or receipt reference from Paddle, the email address associated with the purchase, and the reason for your request. We aim to acknowledge refund requests promptly and to resolve them within a reasonable time.
06 How refunds are processed
Approved refunds are issued through Paddle to the original payment method used for the purchase. The time it takes for the funds to appear depends on your bank or card issuer and is outside our control. Refunds are made in the original currency of the transaction; we are not responsible for any currency-conversion differences or fees applied by your provider.
07 Your statutory rights
Nothing in this Policy limits any refund or cancellation right you have under mandatory consumer-protection law that cannot be waived. If you are a consumer in a jurisdiction that grants a statutory withdrawal or "cooling-off" period, please note that, by asking us to begin a scan during that period, you may acknowledge that performance has started and that your withdrawal right may end once the service is fully performed — to the extent permitted by that law. Where the law grants you a stronger right, that right prevails over this Policy.
08 Chargebacks
If you believe you were charged in error, please contact us first — most issues are resolved quickly and directly. Initiating a chargeback or payment dispute before contacting us can delay resolution. We reserve the right to respond to disputes with evidence of the authorization, scope confirmation, and delivery of the Service.
09 Changes & contact
We may update this Policy from time to time; the "last updated" date above reflects the current version. The Policy in effect at the time of your purchase governs that purchase. For any refund request or question about this Policy, email us at support@sintropyc.com.