REFUND
POLICY.

Simple rules, applied fairly.

“Calendar days” include weekends and holidays. If a mandatory local rule gives you more time or a better remedy, that rule controls.

Fourteen days to decide.

You may request a full refund for any reason within 14 calendar days after your first paid Sysana Pro subscription begins. The window starts when Stripe records the successful charge, not when you first download or open the application.

The guarantee applies to the first paid Sysana Pro subscription associated with you. It applies whether you selected monthly, three-month, six-month, or yearly billing. If approved, the subscription ends and paid features may be disabled when the refund is issued.

You do not need to prove that the product is defective to use this commercial guarantee. A brief explanation is helpful because it lets us improve, but it is not required. This guarantee is separate from—and does not replace—any statutory right to withdraw, cancel, repair, replacement, price reduction, or refund.

A fair window for accidental renewals.

Sysana Pro renews automatically on the billing rhythm selected at checkout until canceled. If a renewal was not intended, email us within 14 calendar days after the renewal charge.

We consider promptness, the plan length, service use after renewal, prior refunds, technical problems, renewal notice requirements, and mandatory local rights. A request submitted after 14 days may still be approved when required by law or when exceptional circumstances make that fair.

When the service or charge is wrong.

Contact us promptly if:

• You were charged twice for the same subscription period.
• The amount or billing interval differs from the plan confirmed at checkout.
• You paid but cannot obtain the purchased access and we cannot restore it within a reasonable time.
• The application is materially defective, incompatible with the stated requirements, or materially different from its description and an appropriate fix is unavailable or unsuccessful.
• An unauthorized payment appears on your account.

After verification, we will correct a duplicate or incorrect Sysana charge. For service problems, the appropriate remedy may be troubleshooting, restored access, repair, replacement, service credit, price reduction, prorated refund, or full refund. Your mandatory legal remedies remain available.

If you suspect card theft or account compromise, contact your bank or payment provider immediately in addition to notifying us. Sysana cannot investigate or reverse charges made by an unrelated merchant merely because its statement descriptor resembles ours.

Canceling and refunding are different.

You may cancel a recurring subscription at any time. Cancellation prevents the next renewal charge. Unless a refund is approved or law requires otherwise, cancellation does not retroactively refund the current paid period, and access normally continues until that period ends.

Deleting the application, not using it, replacing your Mac, or emailing an address other than the contact method below does not by itself cancel billing. Follow the subscription-management instructions provided with your Stripe receipt or contact us for assistance before the renewal date.

If a refund is issued, access for the refunded period may end immediately. Canceling does not erase transaction records that Sysana or Stripe must retain for tax, accounting, fraud prevention, dispute handling, or legal compliance.

How to request a refund.

Email hello@sysana.app with the subject “Refund Request.” Include:

• The email address used at Stripe checkout.
• The charge date, amount, currency, and selected billing plan.
• The Stripe receipt, invoice, or checkout-session identifier if available.
• Whether the request concerns a first purchase, renewal, duplicate, incorrect amount, technical issue, or unauthorized charge.
• Enough detail to locate and verify the transaction.

Never email your full card number, CVC, password, private files, or complete bank statement. If verification is needed, we may ask for limited information such as the last four digits shown on your receipt. We may also ask Stripe to confirm transaction details.

Submitting a complete request within the applicable window preserves that request even if our review finishes later. We aim to acknowledge requests promptly and decide them without unreasonable delay.

How approved refunds arrive.

Approved refunds are sent to the original payment method through Stripe unless law requires another method. We cannot redirect a refund to a different card, bank account, wallet, or person.

Sysana will initiate an approved refund promptly. After initiation, Stripe, card networks, banks, and wallet providers control when the credit appears. It commonly takes several business days and can take longer depending on the payment method, currency, country, weekends, holidays, or bank processing. Your refund confirmation is evidence that processing has started, not that your bank has posted the credit.

Refunds are normally issued in the original transaction currency. Exchange-rate differences, foreign-transaction fees, bank fees, or taxes controlled by third parties may affect the amount visible in another currency. We refund taxes that Stripe collected for us when the transaction and applicable tax rules permit it.

Protection against repeat abuse.

The first-purchase guarantee is intended to let a genuine customer evaluate Sysana once. It is not a repeating free-access program. Except where law requires otherwise, we may deny the commercial guarantee when there is evidence of:

• Repeated purchasing and refunding by the same person, household, payment method, device, or related accounts.
• Fraud, identity misrepresentation, payment abuse, chargeback abuse, or violation of applicable terms.
• A request involving a transaction Sysana cannot verify or did not process.
• An attempt to retain or continue paid access after receiving a refund.

We will not use this section to deny a legitimate statutory remedy, a valid duplicate-charge correction, or a good-faith security report. Where only part of a charge is disputed or refundable, we may refund that part rather than the entire transaction.

Mandatory law always comes first.

This policy provides contractual protections in addition to rights you may have under consumer law. Nothing in it excludes, restricts, or makes you waive a right that cannot lawfully be excluded.

Consumers in some jurisdictions may have a cooling-off or withdrawal period for online services or subscriptions. Rules can differ for services already started at the consumer’s request and for digital content supplied immediately. Consumers may also have remedies when digital content or services are faulty, not as described, unavailable, or not provided with reasonable care and skill.

If your mandatory right is broader than Sysana’s commercial policy—for example, a longer period, a required renewal remedy, or a right to repair, replacement, price reduction, or refund—we will apply the mandatory right. Tell us your country or region when requesting a legally required remedy so we can evaluate the correct rules.

The seller of record handles the refund.

This policy directly covers subscriptions sold by Sysana through the Stripe checkout reached from sysana.app. If Sysana later becomes available through Apple’s App Store, another marketplace, reseller, bundle, employer, or managed-service provider, that seller’s billing and refund process may control the transaction.

For a third-party purchase, submit the request to the merchant named on the receipt. We may help identify the correct channel, but we cannot directly refund money we did not collect or override another merchant’s systems. Mandatory rights against Sysana remain unaffected where applicable.

Questions and policy updates.

We may update this policy for new plans, billing channels, product changes, or legal requirements. The revised policy will show a new “Last Updated” date. A change will not retroactively reduce an already accrued refund right, and material changes will receive additional notice when required.

For privacy questions about refund records, see the Privacy Policy. For payment cookies, see the Cookie Policy.