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 all new subscriptions — no questions asked
Pro-rata credits when downgrading plans mid-cycle
Refunds for extended outages (>24 hours) considered case-by-case
No refunds after 14 days for standard cancellations
No refunds for accounts terminated due to policy violations
1. Subscription Plans & Billing
1.1 Billing Cycles
Monthly plans: Billed on the same date each month. If that date doesn't exist in a shorter month, billing occurs on the last day
Annual plans: Billed once per year at a discounted rate (typically 20% savings)
All plans: Billed in advance — you pay for the upcoming period, not the past one
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
Cancel anytime from Settings → Billing → Cancel Subscription
Your subscription remains active until the end of the current billing period
No partial-month refunds for cancellations after 14 days
You retain full access until your paid period ends
3.2 Downgrading Plans
When you downgrade to a cheaper plan mid-cycle:
The difference is calculated as a pro-rata credit
Credits are applied automatically to your next billing cycle
Credits are non-transferable and non-cashable
Credits expire after 12 months if unused
3.3 Upgrading Plans
When you upgrade mid-cycle, you're charged the pro-rata difference for the remaining days in your current billing period. The new plan takes effect immediately.
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., Advanced Payroll, Production) follow the same refund rules as your base subscription
14-day money-back applies to first-time add-on purchases
After 14 days, cancellation takes effect at end of billing cycle (no refund)
6. Failed Payments & Grace Period
If your payment fails on renewal:
Immediate: We retry the payment and send a notification
Day 1–3: Two more automatic retry attempts with email notifications
Day 4–7: Grace period — full access maintained. Daily email reminders. Update payment method in Settings → Billing
Day 8: Account suspended (read-only). 14-day countdown to data deletion begins
Day 22: Non-financial data permanently deleted if not renewed
You can update your payment method and renew at any point during the grace period or suspension to restore full access immediately.
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. Annual Plan Cancellations
Annual plans offer significant savings but have different cancellation terms:
Within 14 days: Full refund under money-back guarantee
After 14 days, first 3 months: Pro-rata refund of remaining months minus 10% early termination fee
After 3 months: No refund, but you retain access for the full year
Auto-renewal: Annual plans auto-renew. Cancel at least 14 days before renewal date to avoid being charged for the next year
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.