Refund Policy

Effective Date: January 1, 2025

Last Updated: January 1, 2025

1. Overview

This Refund Policy outlines the terms and conditions under which Synth Insights LLC ("Synth", "we", "our", or the "Company") provides refunds for subscription services purchased through our platform. By subscribing to our services, you agree to the terms outlined in this policy.

2. Subscription Model

Synth operates on a subscription-based pricing model with the following characteristics:

• Pay-Per-Participant: You are charged once when you integrate a synthetic participant into a simulation (interview or focus group).
• 24-Hour Unlimited Interaction Window: Once a simulation begins, you have 24 hours of unlimited dialogue with participants at no additional cost.
• Free Preparation Tools: All preparation work (creating Personas, Stimuli, Moderation Guides, Knowledge Library uploads) is free and unlimited.

3. Free Trial Period

We offer a free trial period that allows new users to explore the platform and test features before committing to a paid subscription. During the trial period:

• No credit card is required to start the trial
• You have full access to platform features as specified in your trial plan
• The trial automatically expires at the end of the trial period unless you choose to subscribe
• No charges are applied unless you explicitly upgrade to a paid plan

4. General Refund Policy

4.1 No Refunds on Completed Sessions

Due to the nature of our service, which involves real-time AI processing and resource allocation, we do not provide refunds for completed simulation sessions. Once a session has been initiated and you have interacted with synthetic participants, the service has been delivered and charges are final.

4.2 Technical Issues

If you experience technical problems that prevent you from using a paid session, please contact our support team at hola@synth-insights.com immediately. We will:

• Investigate the issue promptly
• Provide technical assistance to resolve the problem
• Consider refunds or credits on a case-by-case basis if the issue was caused by our platform

4.3 Billing Errors

If you believe you have been charged in error or notice any discrepancies in your billing, contact us within 30 days of the charge. We will:

• Review your account and transaction history
• Correct any confirmed billing errors
• Issue refunds for unauthorized or duplicate charges

5. Subscription Cancellation

5.1 Cancellation Process

You may cancel your subscription at any time through your account dashboard. Cancellations are effective at the end of your current billing period, and you will retain access to paid features until that date.

5.2 No Partial Refunds

When you cancel your subscription, no partial refunds will be issued for the remaining days in your billing cycle. You will continue to have access to the service until the end of the paid period.

5.3 Unused Credits

Any unused participant credits or session allowances at the time of cancellation will expire at the end of your billing period and are non-refundable.

6. Exceptional Circumstances

We understand that exceptional situations may arise. Refund requests outside the standard policy will be evaluated on a case-by-case basis at our sole discretion. Circumstances that may warrant consideration include:

• Extended platform outages affecting service availability
• Significant degradation in service quality due to technical issues on our end
• Erroneous charges resulting from payment processor errors
• Other circumstances deemed reasonable by our management team

7. Refund Request Process

To request a refund under eligible circumstances:

1. Contact our support team at hola@synth-insights.com
2. Include your account email, transaction details, and reason for the refund request
3. Provide any relevant screenshots or documentation of the issue
4. Allow up to 10 business days for review and response

8. Refund Processing Time

If a refund is approved:

• Refunds will be processed to the original payment method within 5-10 business days
• Depending on your payment provider, it may take an additional 5-10 business days for the refund to appear in your account
• You will receive an email confirmation once the refund has been processed

9. Chargebacks and Disputes

If you file a chargeback or payment dispute with your credit card company or payment provider without first contacting us to resolve the issue:

• Your account may be immediately suspended pending investigation
• We reserve the right to terminate your account and deny future service
• You may be responsible for chargeback fees and administrative costs

We strongly encourage you to contact our support team before initiating any payment disputes so we can resolve issues cooperatively.

10. Price Changes and Grandfathering

While we reserve the right to modify our pricing:

• Existing subscribers will receive at least 30 days' notice before any price increase
• New prices apply only to renewals after the notice period
• You may cancel before the price increase takes effect to avoid higher charges
• No refunds are provided for price increases that were properly communicated

11. Account Termination by Synth

If we terminate your account due to violation of our Terms of Service or acceptable use policy:

• No refunds will be issued for any remaining subscription period
• All prepaid fees are forfeited
• You remain responsible for any outstanding charges

12. Force Majeure

We are not liable for service interruptions or inability to deliver services due to events beyond our reasonable control, including but not limited to natural disasters, pandemics, war, terrorism, government actions, or failures of third-party providers. No refunds will be issued for service disruptions caused by such force majeure events.

13. Changes to this Refund Policy

We reserve the right to modify this Refund Policy at any time. Material changes will be communicated via email or through a notice on our platform at least 30 days before taking effect. Continued use of our services after changes constitute acceptance of the updated policy.

14. Contact Information

For refund requests, billing questions, or any concerns regarding this policy, please contact:

This Refund Policy is part of and subject to our Terms and Conditions of Use. By using Synth's services, you acknowledge that you have read, understood, and agree to this Refund Policy.