Refund Policy

1. Overview

At SynapseEngine OÜ, we are committed to delivering high-quality digital services. This Refund Policy outlines the terms and conditions for refunds related to our software development, e-commerce solutions, business automation, and IT consulting services.

2. Nature of Digital Services

Our services are customized digital solutions developed specifically for each client. Unlike physical products, digital services involve:

• Significant time and resource investment from the start
• Custom development that cannot be resold or reused
• Intellectual work and expertise applied to unique requirements
• Third-party costs that may be non-recoverable

Therefore, our refund policy differs from standard retail return policies.

3. Project Deposits

Deposit Terms

Most projects require an upfront deposit (typically 30-50% of the project value) to commence work. This deposit covers:

• Initial project planning and setup
• Resource allocation and scheduling
• Third-party software or service procurement
• Initial development work

Deposit Refundability

• Before Work Begins: Deposits are fully refundable if cancellation occurs before any work has commenced (within 48 hours of payment)
• After Work Begins: Deposits are generally non-refundable once work has commenced, as they cover work already performed or resources committed

4. Project Cancellation

Client-Initiated Cancellation

If you need to cancel a project:

• Provide written notice via email to support@synapseengine.ee
• You will be invoiced for all work completed up to the cancellation date
• Any third-party costs incurred are non-refundable
• Unused portions of payments (beyond completed work) may be refunded at our discretion

Calculation of Completed Work

Work completed will be calculated based on documented hours, milestone progress, and deliverables produced. We will provide a detailed breakdown upon request.

5. Milestone-Based Payment Refunds

For projects with milestone-based payment structures:

• Completed Milestones: Payments for approved and accepted milestones are non-refundable
• Current Milestone: Partial refunds may be available for in-progress milestones, calculated based on percentage of completion
• Future Milestones: Payments made in advance for future milestones are refundable in full

6. Non-Refundable Items

The following are non-refundable under any circumstances:

• Completed Work: Any work that has been delivered and approved
• Third-Party Costs: Software licenses, API subscriptions, domain registrations, hosting fees, etc.
• Consulting Time: Hours spent in meetings, planning, or advisory sessions
• Rush Fees: Premium charges for expedited timelines
• Custom Development: Bespoke code or designs created specifically for your project

7. Quality Issues and Disputes

If you believe deliverables do not meet the agreed specifications:

1. Report the Issue: Contact us within 14 days of delivery with specific details of the concern
2. Review: We will review the deliverables against the agreed specifications
3. Resolution: If valid issues are found, we will correct them at no additional cost
4. Refund Consideration: Refunds are only considered if we are unable to resolve legitimate issues within a reasonable timeframe

Disagreements about subjective matters (design preferences, features not in scope) are not grounds for refund.

8. How to Request a Refund

To request a refund, please:

1. Email support@synapseengine.ee with the subject line “Refund Request”
2. Include your project name or reference number
3. Provide a clear explanation of your refund request
4. Attach any relevant documentation or correspondence

9. Refund Processing

Review Period

All refund requests are reviewed within 5 business days. We will notify you of our decision via email.

Processing Time

Approved refunds are processed within 14 business days. Refunds are issued:

• To the original payment method when possible
• Via bank transfer in EUR (Euros)
• Minus any applicable bank fees or currency conversion costs

10. Exceptions

We may consider exceptions to this policy on a case-by-case basis for:

• Significant delays caused by our team beyond agreed timelines
• Technical failures on our end that prevent project completion
• Documented communication breakdowns attributable to our team

Any exceptions are at the sole discretion of SynapseEngine OÜ management.

11. Changes to This Policy

We may update this Refund Policy from time to time. Changes will be posted on this page with an updated “Last updated” date. The policy in effect at the time of your project agreement will apply to that project.

12. Contact Us

For questions about this Refund Policy or to request a refund: