Refund Policy

This Refund Policy applies to paid subscriptions to Syrin Nexus, the cloud platform available at app.syrin.ai. It does not apply to the Syrin SDK, which is free and open source. Enterprise contracts with custom pricing are governed by their respective order forms; contact your account manager for refund terms.

If you subscribe to a paid Syrin Nexus plan and are not satisfied within the first 30 calendar days from the date of your first payment, you may request a full refund. No detailed justification is required - just let us know what did not work and we will process the refund promptly.

To be eligible:

• Your refund request must be received within 30 days of your initial payment
• The request must be for your first subscription to that plan (not a renewal)
• Your account must not be suspended or terminated for a Terms of Service violation

Approved refunds are returned to the original payment method within 5–10 business days, depending on your card issuer or payment provider.

After the initial 30-day window, subscription fees are non-refundable. Monthly and annual plans renew automatically at the end of each billing period. It is your responsibility to cancel before the renewal date if you do not wish to continue.

You can cancel your subscription at any time from the Billing section of your Syrin Nexus account or by emailing hey@syrin.ai. Cancellation takes effect at the end of the current billing period - you retain access until then, but no partial-period refunds are issued.

If Syrin Nexus experiences a sustained outage or material degradation of service that prevents you from using the platform, you may be eligible for a pro-rated credit or refund for the affected period, regardless of the 30-day window.

Specifically, if:

• The platform is unavailable for a continuous period of 24 hours or more due to an issue on our end, or
• We experience repeated outages totalling more than 72 hours in any 30-day period

…you may request a credit or refund for the impacted days. Credits are applied to your next billing cycle; refunds are issued to your original payment method at our discretion.

If we terminate your account for reasons other than a breach of our Terms of Service, you will receive a pro-rated refund for any unused prepaid subscription time remaining in your current billing period.

The following are not eligible for refunds:

• Renewal charges after the initial 30-day guarantee period has passed
• Usage-based or overage fees (e.g., excess trace volume, additional seats)
• Accounts terminated by Syrin Labs due to a Terms of Service violation
• Annual plans where the 30-day window has lapsed, except as covered under Section 4 or 5
• Partial months remaining after a voluntary cancellation (outside the 30-day window)
• Free plan accounts - there is nothing to refund

To request a refund, email us at hey@syrin.ai with the subject line “Refund Request”. Please include:

• The email address associated with your Syrin Nexus account
• The date of the charge you are disputing
• A brief description of the issue (optional for 30-day requests, required for service-failure claims)

We will acknowledge your request within 1 business day and aim to resolve it within 3 business days.

We always prefer to resolve issues directly before a chargeback is filed. If you have a billing concern, please contact hey@syrin.ai first - we will respond quickly and work to find a fair resolution. Chargebacks filed without prior contact may result in account suspension pending investigation.

We may update this Refund Policy from time to time. Changes will be posted to this page with an updated date. If you have an active paid subscription at the time of a material change, we will notify you by email at least 14 days before the change takes effect. Continued use of Syrin Nexus after the effective date constitutes acceptance of the updated policy.

For all refund and billing questions:

Syrin Labs
Email: hey@syrin.ai

For general enquiries, visit our Contact page.