Refund Policy

1. Scope

This Refund Policy describes the refund principles applicable to two distinct categories of payments processed through Sintrio LLC ("Sintrio", "we", "our", or "us"):

• Refunds of Sintrio platform fees — including subscription fees and setup fees paid by Customers (merchants) to Sintrio in exchange for access to the Services;
• Merchant-to-customer refunds — refunds initiated by Customers (merchants) to their own end-customers for goods or services purchased on the merchant's storefront and processed through Sintrio.

Each category is governed by its own principles and timelines, set out below.

2. Subscription Cancellation

Customers may cancel their Sintrio subscription at any time directly from the dashboard or by contacting billing@sintrio.io. Cancellation takes effect at the end of the then-current billing period. We do not provide partial refunds for unused portions of a monthly billing cycle.

For annual subscriptions, we offer a pro-rated refund of unused months if the cancellation request is received within thirty (30) days of the original payment. Beyond that thirty-day window, annual subscriptions are non-refundable except as required by law or as otherwise agreed in writing.

3. Setup Fees

Setup fees, integration fees, and any one-time onboarding fees are non-refundable once the onboarding process has commenced. We deem onboarding to have commenced upon the first scheduled call, the assignment of an implementation engineer, or the execution of an integration plan, whichever occurs first.

4. Chargebacks and Disputes

Chargebacks are initiated by the cardholder's issuing bank in connection with a transaction processed on the merchant's storefront. Under card network rules, the merchant of record is liable for the chargeback regardless of the cause. As a result, Sintrio Customers are fully responsible for chargebacks raised by their end-customers, including the underlying transaction amount, processing fees, and any applicable chargeback handling fees. Sintrio will assemble and submit chargeback evidence via the relevant card network on the Customer's behalf, but does not guarantee any particular outcome.

5. End-Customer Refunds (Merchant-Initiated)

When a Customer (merchant) needs to issue a refund to one of its own end-customers, the refund must be initiated through the Sintrio dashboard or API. Standard processing times are as follows:

• Submission and authorization: instantaneous;
• Settlement back to the end-customer's payment method: typically five (5) to ten (10) business days, depending on the end-customer's issuing bank or wallet provider;
• Processing fees on the original transaction are not refunded by Sintrio, except where required by law or explicit written agreement.

Each Customer must publish its own customer-facing refund policy on its storefront in accordance with our Terms of Service and applicable consumer protection law.

6. Disputes and Evidence

When a dispute or chargeback is filed, Customers can submit evidence directly from the Sintrio dashboard. Sintrio represents the Customer to the relevant card network in accordance with that network's dispute resolution rules. Customers are responsible for providing accurate, complete, and timely evidence (such as order confirmations, delivery proof, communication logs, and refund attempts) to maximize the likelihood of a favorable outcome.

7. Reserve Refunds

Where Sintrio holds a rolling reserve or delayed settlement amount, those funds are released to the Customer according to the schedule disclosed at the time the reserve was established or amended. Released amounts net of any outstanding chargebacks, refunds, or fees are paid to the Customer's designated bank account.

8. Contact

For billing inquiries, subscription changes, or to request a refund of platform fees:

Sintrio LLC — Billing
Email: billing@sintrio.io
General: contact@sintrio.io
2029 Black Jack Loop Num 3574
Cheyenne, WY 82001-7282, USA
Phone: +1 (319) 323-7348