Refund and Cancellation Policy for Sincra.cloud

Last Updated: September 24, 2026

Thank you for subscribing to Sincra.cloud (hereinafter, "the Platform" or "the Service"). We want to ensure that your experience with our AI customer-support assistant for business websites is highly productive. This Refund and Cancellation Policy (hereinafter, "Policy") outlines the rules governing the cancellation of our subscription plans and eligibility for financial refunds.

The Platform is operated by Ernesto Alonso Céspedes Cáceres (hereinafter, "the Operator"), with NIF Z1362749G and registered business address at Calle Horno 4 2B, CP 30003, Murcia, Spain.

Sincra.cloud is a Software-as-a-Service (SaaS) platform tailored for business-to-business (B2B) use. All transactions are handled by our authorized online reseller and Merchant of Record, Paddle.com.

1. Billing and Subscription Cancellation

Billing Cycle: Sincra.cloud subscription plans are billed in advance on a recurring monthly or annual basis, as selected during checkout.
Cancellation Policy: You may cancel your subscription at any time. To prevent future charges, you must cancel your subscription through your Dashboard's Billing panel or by contacting support before your next billing date.
Access After Cancellation: Upon cancelling, your subscription will remain active, and you will continue to have access to all purchased features and quotas until the end of your current billing period. Except for the 14-day guarantee in Section 2, no pro-rated refunds will be issued for unused portions or days of a billing cycle.

2. 14-Day Money-Back Guarantee

Who it covers: every buyer, in every country, whether an individual or a business.
Window: 14 calendar days from the date of your first payment for a subscription.
No conditions: you do not need to give a reason, and using the Platform during those 14 days (uploading documents, generating embeddings or running queries) does not remove this right.
How to request it: through Paddle's buyer support at paddle.net, or by writing to support@sincra.cloud from the email address you paid with.
What happens next: Paddle refunds the full amount to the original payment method and the subscription is canceled.
Renewals: the guarantee applies to the first payment of a subscription. For later renewals, you can cancel at any time from the billing portal and keep access until the end of the period already paid.

This guarantee is in addition to any rights you have under the consumer law of your country.

3. Technical Malfunctions and Discretionary Refunds

Outside of the 14-day guarantee in Section 2, subscription payments are non-refundable, except as set out in the rest of this policy.

However, Sincra.cloud may issue a discretionary refund under the following strict conditions:

Critical Platform Failure: If the Platform becomes unavailable in a way that substantially prevents its legitimate commercial use for a continuous period exceeding 72 hours, and the cause is attributable to the Platform (excluding scheduled maintenance, outages of the Google Gemini or Upstash APIs, DNS failures, or failures in the Client's own hosting), the Client may request a refund prorated to the period of unavailability, providing technical evidence of the outage.
To report a critical bug, please send detailed system logs, console errors, or reproduction steps to: support@sincra.cloud.

4. Chargeback Prevention

We ask Clients to contact our support team or Paddle's buyer portal to resolve any billing disagreement amicably before opening a bank dispute or chargeback. Initiating a fraudulent or unjustified chargeback will result in the immediate and indefinite suspension of the Tenant account and of all its agents in production.

5. Refund Processing and Fees

All refunds are processed directly by Paddle.com.
Approved refunds will be credited back to the original payment method used during checkout (credit card, PayPal, etc.).
Depending on your banking institution, refunds may take between 5 to 10 business days to appear on your statement after being processed by Paddle.

If you have any questions or require assistance with cancellations or refunds, please reach out to our support team at: support@sincra.cloud