Refund Policy

1.Scope

This policy applies to subscriptions to the SINON platform purchased directly through our website. It forms part of our Terms of Service and qualifies the statement in section 8 of those Terms that fees are non-refundable.

Where you have signed a separate order form or negotiated agreement, that document governs and prevails over this policy to the extent of any conflict.

2.Who takes your payment

Payments are processed by Polar Software Inc. acting as our merchant of record. Polar is the seller of record for the transaction: its name appears on your card statement, it issues your invoice, and it handles tax collection and remittance.

In practice this means a refund we approve is issued by Polar to the original payment method. We can authorise it; we cannot pay you by any other route, and we cannot refund to a different card or account than the one charged.

3.Fourteen-day refund on a first subscription

If you are dissatisfied with SINON for any reason, you may request a full refund of your first subscription payment within 14 days of that payment.

You do not need to justify the request. We ask for a reason because it is useful to us, not because the refund depends on the answer.

This applies once per organisation. It does not apply to renewals, or to a second subscription taken out after a previous one was refunded.

4.Renewals

Subscriptions renew automatically until cancelled. A renewal payment is not refundable simply because the service went unused during the period it paid for.

If a renewal charge was genuinely unexpected — you cancelled and the cancellation did not take effect, or you were not notified of a price change we were required to notify you of — contact us and we will put it right. Renewal reminders and receipts are sent to the billing address on your account, so keep it current.

5.Cancelling

You may cancel at any time from Plans & Billing in your dashboard, or through the billing portal linked there. Cancellation stops the next renewal.

Cancelling does not end the period you have already paid for. Your access continues to the end of the current billing period, and we do not refund the unused remainder of a month. Nothing is lost by cancelling on the day you decide rather than waiting for the renewal date.

6.Changing plan mid-period

Upgrades take effect immediately and are prorated: you are charged the difference for the remainder of the current period. Downgrades take effect at the next renewal, and the difference is not refunded for the current period.

7.What we do not refund

• Usage already consumed. Exposure searches and monitored terms are drawn from a limited balance we buy from upstream providers. Once a search has run, the cost is incurred whatever the result.
• A quiet dashboard. Finding nothing is a legitimate outcome and often the one you were hoping for. As set out in Terms section 5, the absence of a finding is not a failure of the service.
• Findings you disagree with. Our sources are adversarial and our scoring is a heuristic. Terms section 5 sets out what we do and do not warrant.
• Downtime. Service credits under the Service Level Agreement are the exclusive remedy for availability failures, and are issued as credit rather than cash.
• Accounts terminated for breach of the Acceptable Use Policy. Fees paid are forfeit.
• Third-party source interruptions. A leak site going offline, or a closed channel revoking access, changes what we can collect and is not a service failure.

8.Refunds we offer without being asked

If we terminate your subscription for our own convenience, or discontinue the service, we will refund the unused remainder of any prepaid fees on a pro-rata basis.

If we make a material change to the Terms that you do not accept, Terms section 15 entitles you to terminate before it takes effect and receive a pro-rata refund of prepaid fees.

If we charged you in error — a duplicate charge, or a charge after a valid cancellation — we refund it in full. Tell us and we will not argue about it.

9.How to request a refund

Email [email protected] from the address on the account, with the organisation name and the date and amount of the payment.

We aim to respond within 5 business days and to issue an approved refund within 10 business days of approval. How long it then takes to appear depends on your card issuer and is outside our control — typically a further 5 to 10 business days.

10.Chargebacks

Please contact us before disputing a charge with your bank. A chargeback is resolved by the card networks rather than by us, takes considerably longer than a refund, and we may suspend the account while it is open.

We will always prefer to refund a legitimate complaint directly. We reserve the right to contest chargebacks that appear to be raised in bad faith.

11.Your statutory rights

SINON is sold to organisations for business use, and business purchasers are generally outside the scope of consumer cancellation rights.

Where you nevertheless contract as a consumer, your statutory rights — including any right of withdrawal available to you under consumer protection law where you live — apply in addition to this policy and are not affected by it. Nothing here limits a right that cannot lawfully be limited.

12.Contact

Billing and refund questions: [email protected]
Sinon Security