Refund Policy

1. Overview

This Refund Policy governs all transactions processed through Stripe and dLocal by SINEX LLC. By completing a purchase, you agree to the terms of this policy.

The Company operates four billing models: corporate service inquiries (no direct charge), SaaS subscriptions (recurring), e-commerce purchases (one-time), and mobile app purchases (subject to App Store / Google Play policies).

The payment processor used for your transaction is determined automatically based on your billing country and selected payment method. Refund processing times and available methods differ between Stripe and dLocal as detailed in this policy.

2. Subscription Refunds

2.1. Monthly subscriptions

• Within 14 days of initial charge: full refund, provided the service has not been substantially used.
• After 14 days: no refund for the current billing period. Access continues until end of cycle.

2.2. Annual subscriptions

• Within 14 days of initial charge: full refund.
• After 14 days: prorated refund for remaining complete calendar months not yet consumed, less any promotional discount applied at purchase.

Prorated amounts are based on the equivalent monthly price. A written breakdown will be provided before processing.

3. One-Time Payment Refunds

Eligible for a full refund within 14 days of purchase, provided:

• The digital product has not been fully downloaded or accessed.
• The service has not been rendered or commenced.

Physical goods must be returned in original condition within 30 days of delivery. Return shipping costs are the buyer’s responsibility unless the item is defective.

4. Covered Refund Cases

4.1. Technical failure attributable to the Company

• Full refund if service downtime exceeds 72 consecutive hours after notification.
• Prorated credit or refund for documented partial outages exceeding 24 hours.

4.2. Duplicate or erroneous charges

• Full refund of the erroneous amount.
• Incident investigated in coordination with Stripe or dLocal within 5 business days.

Supporting documentation (bank statements or payment receipts) is required.

4.3. Annual subscription cancellation — prorated refund

As described in Section 2.2, prorated refunds for remaining complete months will be processed upon request.

5. Refund Processing by Payment Processor

5.1. Stripe refunds

• Stripe initiates the refund within 2–5 business days of approval.
• The credit appears on the original card or payment method within 5–10 additional business days, depending on the card issuer.
• Stripe supports refunds to the original payment method only. If the original card is no longer valid, an alternative arrangement will be made on a case-by-case basis.

5.2. dLocal refunds

Refund timelines for dLocal transactions vary by country and payment method. The following are indicative timelines:

• Credit/debit card (Argentina, Mexico, Brazil, Colombia, Chile): 10–30 business days, subject to the local card issuer’s processing schedule.
• Bank transfer (PIX in Brazil, PSE in Colombia, and others): 3–10 business days.
• Cash payment methods (OXXO, Boleto Bancário, Rapipago, PagoFácil, etc.): refunds cannot be made to the original cash payment channel. The Company will contact the user to arrange a bank transfer refund. User must provide valid local bank account details.
• Digital wallets: 5–10 business days, subject to the wallet provider’s policies.

dLocal refund timelines are subject to local banking infrastructure and regulatory requirements in each country. The Company will initiate the refund on its end within 5 business days of approval regardless of the local processing time.

5.3. Currency and FX considerations

Refunds are processed in the original transaction currency. If currency conversion occurred at the time of payment, the refunded amount in your local currency may differ from the original charge due to exchange rate fluctuations. The Company is not responsible for FX differences or bank conversion fees applied at the time of the refund.

6. Non-Refundable Cases

• Requests submitted after the applicable refund window.
• Dissatisfaction where the service was delivered as described.
• User violation of the Company’s Terms of Service.
• Fraudulent or abusive use of the refund policy.
• Digital products fully downloaded, accessed, or consumed.
• In-app purchases governed by Apple App Store or Google Play Store policies — request directly through the respective platform.
• Currency conversion losses or bank fees charged by the user’s financial institution.

7. How to Request a Refund

Contact support@synex.technology with subject “Refund Request” and include:

• Full name and account email address.
• Payment processor used (Stripe or dLocal) and transaction ID or receipt number.
• Date of charge, amount, and currency.
• Country of billing and payment method used.
• Reason for the request and the applicable section of this policy.
• Supporting documentation if applicable.

We will acknowledge within 2 business days and resolve within 10 business days of receiving all required information.

8. Chargebacks

We encourage users to contact support before initiating a chargeback. Most issues are resolved quickly through our refund process.

Unjustified chargebacks may result in account suspension and submission of counter-evidence to Stripe, dLocal, and the relevant card network. Repeated or fraudulent chargebacks may result in permanent account termination.

9. Governing Law

This policy is governed by the laws of the State of Wyoming. The Company’s principal place of business is located in Miami, Florida; users in Florida may also have rights under Florida consumer protection law, including the Florida Deceptive and Unfair Trade Practices Act (FDUTPA). EU/UK consumers’ mandatory statutory rights are not affected by this policy.

10. Changes to This Policy

Changes will be published at www.synex.technology/refund and apply to transactions made after the effective date.

11. Contact

Refund inquiries: support@synex.technology
SINEX LLC — Registered address: 30 N Gould St Ste R Sheridan, WY 82801
Principal place of business: 390 NE 191st St STE 19494, 33179, Miami, FL

Last updated: March 21, 2026 — SINEX LLC — www.synex.technology