Refund Policy

1. Free Trial

All paid plans include a 7-day free trial. No credit card is required to start your trial. You will only be charged when you explicitly upgrade to a paid plan after the trial ends.

2. 14-Day Refund Guarantee

If you subscribe to a paid plan for the first time and are not satisfied with the Services, you may request a full refund within 14 days of the first charge.

This right applies to:

• Your first subscription to any paid plan (Business or Pro)
• Annual plan purchases (first year only)

This refund guarantee does not apply to:

• Subsequent billing cycles (renewal payments)
• Upgrades between plans (e.g., Business → Pro)
• Additional agent seats added mid-cycle
• Accounts where the refund guarantee has been used previously

3. Subscription Cancellation

You may cancel your subscription at any time from Settings → Billing. Upon cancellation:

• Access to premium features continues until the end of the current billing period.
• No further charges will be applied.
• Your account will automatically downgrade to the free Starter plan.
• Your data will be retained for 90 days before permanent deletion.

We do not provide partial refunds for unused portions of a billing period unless the cancellation occurs within the 14-day refund window described above.

4. EU Consumer Right of Withdrawal

If you are an individual (not a business) located in the European Union, you have a statutory right to withdraw from a digital service contract within 14 days of your first purchase, under EU Directive 2011/83/EU.

However, by using the Services after purchase, you expressly consent to the commencement of the service before the end of the withdrawal period, and acknowledge that you waive your right of withdrawal once the service has been fully performed or materially used.

To exercise this right before any use, contact us within 14 days of your first payment.

5. How to Request a Refund

To request a refund, please email billing@svyazio.com with the subject line "Refund Request" and include:

• Your account email address
• Your Organisation name
• The reason for requesting a refund (optional, but helpful for us to improve)

We will process your request within 5 business days. Refunds are issued to the original payment method and may take 5–10 business days to appear depending on your bank.

6. Chargebacks

If you initiate a chargeback or dispute through your bank or card provider without first contacting us, your account may be immediately suspended pending investigation. We encourage you to contact us first — we are committed to resolving issues fairly and promptly.

7. Contact

For billing or refund questions, contact us:

• Email: billing@svyazio.com
• General support: support@svyazio.com