We want you to be confident choosing SyncBooks. This policy explains when and how refunds are processed, what happens when you cancel, and how subscription credits work.
Quick Summary
14-day money-back guarantee on your first base-plan payment — no questions asked
Wallet credit for the unused prepaid portion of your term when you downgrade
Refunds for extended outages (>24 hours) considered case-by-case
No refunds on monthly module charges once taken (disable anytime to stop future charges)
No refunds after 14 days for standard base-plan cancellations, or for accounts terminated due to policy violations
1. Subscription Plans & Billing
1.1 Billing Cycles
Base plan: Billed in advance for the term you choose — 1, 3, 6, or 12 months. Longer terms may include a discount shown at checkout.
Add-on modules: Billed monthly from your SyncBooks wallet for whatever modules are enabled that month. Modules are not tied to a term — enable or disable them anytime.
If a month-end billing date doesn't exist in a shorter month, billing occurs on the last valid day of that month.
1.2 Payment Methods
Credit and debit cards (Visa, Mastercard)
Mobile money (MTN MoMo, Vodafone Cash, AirtelTigo Money)
Bank transfer (enterprise plans only)
All prices are in GHS (Ghana Cedis) unless otherwise stated. Applicable taxes (VAT) are added at checkout.
1.3 Auto-Renewal
Subscriptions auto-renew at the end of each billing cycle. You will receive an email reminder 7 days before renewal. You can disable auto-renewal from Settings → Billing → Subscription at any time.
2. 14-Day Money-Back Guarantee
If you're not satisfied with SyncBooks for any reason, you may request a full refund within 14 calendar days of your first subscription payment.
2.1 Eligibility
Applies to the first subscription payment only (new customers)
Applies to all plans: Starter, Professional, and Enterprise
The 14-day period starts from the date of first payment, not account creation
Include your organization name and registered email
We'll process the refund within 5–7 business days
2.3 After Refund
Your account moves to the Free plan — your data is retained and remains accessible
Paid modules are paused; you can subscribe again anytime to restore them
Nothing is deleted unless you separately request voluntary account deletion (see Terms of Service §12)
3. Cancellation, Downgrades & Wallet Credit
3.1 Cancelling Your Subscription
Cancel anytime from Settings → Company → Subscription
You retain full access until the end of your paid term
No partial-term refunds for cancellations after the 14-day window
At the end of the term the account moves to the Free plan — your data is retained
3.2 Downgrading Your Base Plan
When you downgrade to a cheaper base plan mid-term:
The value of the unused, prepaid portion of your current term is credited to your SyncBooks wallet
Wallet credit is applied automatically to future charges (renewals, module billing, and other platform fees)
Wallet credit is non-transferable and non-cashable
3.3 Changing Modules
Add-on modules are billed monthly, so there is nothing to prorate. Enable a module and it is included from the next monthly charge; disable it and it simply stops billing at the next cycle. Module charges already taken are not refunded.
4. Refund Exceptions
4.1 Eligible for Refund Consideration
Extended service outage: If SyncBooks is unavailable for more than 24 consecutive hours due to our fault, we may issue a pro-rata credit or refund for the affected period
Billing errors: If you were charged incorrectly (wrong amount, duplicate charge), we will refund the overcharge within 5 business days
Feature removal: If a paid feature you rely on is permanently removed without equivalent replacement, we will offer a credit or partial refund
Death or incapacity: Refunds may be issued to the estate of a deceased account holder upon verification
4.2 NOT Eligible for Refund
Cancellation after the 14-day money-back period
Accounts terminated for Terms of Service or Acceptable Use Policy violations
Failure to cancel before auto-renewal (you will receive a 7-day reminder)
Dissatisfaction with AI responses or accuracy (AI outputs are informational, not guaranteed)
Add-on modules (SMS credits, extra storage) once consumed
Changes in your business needs or personnel
Government-mandated price changes or tax adjustments
5. Add-Ons & One-Time Purchases
5.1 SMS Credits
SMS credit purchases are non-refundable once the credits are delivered to your account
Unused credits do not expire and carry over indefinitely
If delivery fails (credits not received within 24 hours), a full refund will be issued
5.2 Module Add-Ons
Module add-ons (e.g., Payroll, Production, POS) are billed monthly from your wallet for whatever is enabled that month
Once a monthly module charge has been taken it is non-refundable
You can disable a module at any time to stop future monthly charges — it takes effect from the next cycle
6. Failed Payments & Grace Period
If a base-plan renewal is not paid:
Grace period (7 days after expiry): Full access is maintained and you receive email reminders to renew. No data is affected.
After the grace period: If still not renewed, your account moves to the Free plan. Paid modules are paused and free-plan limits apply, but all of your data is retained.
We do not suspend or delete accounts for non-payment. You can subscribe again at any time to restore paid features immediately. If your wallet cannot cover a monthly module charge, only the affected modules are paused until the wallet is funded again.
7. How Refunds Are Processed
7.1 Refund Method
Refunds are returned to the original payment method:
Credit/Debit Cards: 5–10 business days to appear on your statement
Mobile Money: 3–5 business days to your mobile money wallet
Bank Transfer: 7–14 business days
7.2 Refund Amount
Refunds are issued in the same currency as the original payment (GHS)
Transaction fees charged by payment processors may be deducted (typically 1.5–2.5%)
Taxes paid will be refunded proportionally
7.3 Dispute Resolution
If you believe a refund was handled incorrectly, email billing@syncbooksapp.com with your payment reference. We aim to resolve billing disputes within 5 business days. If unresolved, you may escalate to legal@syncbooksapp.com.
8. Longer-Term Plan Cancellations
Longer base-plan terms (3, 6, or 12 months) offer savings and follow these cancellation terms:
Within 14 days: Full refund of your first payment under the money-back guarantee
After 14 days: No cash refund, but you keep full access for the remainder of your paid term
Downgrading mid-term: The unused prepaid portion is credited to your SyncBooks wallet (see Section 3.2)
End of term: The plan renews for the same term unless you cancel or disable auto-renewal beforehand. If not renewed, the account moves to the Free plan — nothing is deleted.
9. Enterprise & Custom Plans
Enterprise customers with custom contracts may have different refund terms as specified in their agreement. If no custom terms are specified, this policy applies in full.
Enterprise plan cancellations require 30 days written notice
Custom SLA credits are calculated per the individual agreement
Contact your dedicated account manager for enterprise billing questions
10. Contact Billing Support
For refund requests, billing questions, or payment issues:
Response Time: Billing inquiries are handled within 24 hours on business days
11. Changes to This Policy
We may update this refund policy with 30 days' notice via email. Changes apply to subscriptions renewed after the effective date. Existing commitments (annual plans mid-term) are honored under the policy in place at the time of purchase.