Legal Entity: 14499468 Canada Incorporated o/a Synolo
Effective Date: January 1st 2023
Currency: Unless otherwise stated, all prices are in Canadian Dollars (CAD).
1. Purpose of this Policy
This Refund, Return, and Cancellation Policy explains how Synolo handles refunds, returns, cancellations, exchanges, credits, and payment disputes for its digital products, training products, toolkits, templates, workbooks, dashboards, reports, onboarding sessions, customization work, data cleanup, implementation support, engineering review, inspection review, and related professional services.
Synolo’s products are primarily digital, service-based, customized, technical, or business-to-business in nature. Because of this, all sales are generally final once delivery has started, access has been provided, materials have been sent, or work has begun.
2. Business and Commercial Use
Synolo’s products and services are intended primarily for businesses, industrial operators, project teams, contractors, maintenance teams, asset management teams, engineering teams, and other commercial users.
By purchasing from Synolo, the customer confirms that the purchase is for business, professional, commercial, operational, technical, or internal organizational use unless Synolo expressly agrees otherwise in writing.
3. General No-Refund Policy
Except where required by applicable law or expressly agreed by Synolo in writing, Synolo does not provide refunds once any of the following has occurred:
- A digital file, template, workbook, dashboard, checklist, guide, report, course, or toolkit has been sent.
- Access has been provided to a download link, shared folder, client portal, learning platform, or digital workspace.
- Synolo has sent onboarding instructions, intake forms, setup instructions, data requests, booking links, or implementation instructions.
- Synolo has started reviewing customer information, preparing materials, customizing files, scheduling resources, or performing work.
- A draft, base product, initial deliverable, report framework, template package, workbook, dashboard, or other work product has been delivered.
- A training, onboarding, consulting, review, implementation, or support session has been scheduled, started, or completed.
- The customer has downloaded, accessed, opened, copied, used, shared, or benefited from the product or service.
Delivery or work commencement is enough to make the purchase non-refundable, even if the customer later chooses not to use the product, does not complete implementation, changes priorities, lacks internal approval, or determines that the product is no longer needed.
4. Digital Products Are Non-Returnable
Synolo does not accept returns of digital products. Digital products cannot be physically returned once they have been delivered, accessed, downloaded, emailed, shared, or made available.
This includes, but is not limited to:
- Templates.
- Toolkits.
- Workbooks.
- Dashboards.
- Trackers.
- Checklists.
- Guides.
- Reports.
- Training materials.
- Course materials.
- Spreadsheets.
- Forms.
- Registers.
- Matrices.
- Procedure packages.
- Workflow packs.
- Digital documentation packages.
Because digital products can be copied, stored, used, or shared immediately after delivery, all digital product sales are final once Synolo has provided access or delivery.
5. Cancellation Before Delivery or Work Commencement
A customer may request cancellation only before Synolo has started delivery, provided access, sent materials, issued onboarding instructions, sent an intake form, sent a booking link, scheduled resources, or begun work.
Synolo may approve or deny cancellation requests at its discretion, subject to applicable law.
If Synolo approves a cancellation before delivery or work has started, Synolo may deduct reasonable administrative, payment processing, scheduling, review, and preparation costs from any refund.
6. Cancellation After Delivery or Work Commencement
Once delivery has started or work has begun, the order cannot be cancelled for a refund.
For clarity, an order is considered started once Synolo has taken any meaningful step to fulfil the order, including sending a file, providing access, sending a questionnaire, preparing a draft, creating a folder, reviewing information, assigning staff, scheduling a session, preparing a scope, or beginning customization or implementation work.
Customer delay, non-response, change of mind, internal business changes, lack of budget approval, lack of personnel availability, software limitations, failure to provide data, or failure to attend a scheduled meeting does not create a right to cancel or receive a refund.
7. Custom Work and Professional Services
Fees for customization, data cleanup, implementation support, engineering review, inspection review, technical review, consulting, site-specific work, workshops, onboarding sessions, and other professional services are non-refundable once Synolo has started work or reserved time for the customer.
This includes work performed in the background, preparation time, review time, scheduling time, internal planning, document setup, data review, file preparation, project administration, and communications.
If a customer cancels a custom or professional service after work has started, the customer remains responsible for all amounts paid and all amounts due for work performed, time reserved, expenses incurred, and committed resources.
8. Training Products and Sessions
Training products, course materials, and training access are non-refundable once access has been provided or materials have been sent.
Live training, onboarding, consulting, or support sessions may be rescheduled once if the customer gives Synolo at least five business days’ written notice. Rescheduling is subject to Synolo’s availability.
Missed sessions, late attendance, incomplete attendance, internal scheduling conflicts, technology issues on the customer’s side, or failure to bring required personnel do not entitle the customer to a refund.
9. Customer Information and Delays
Some products and services require customer information, data, documents, drawings, asset lists, equipment details, photos, site information, maintenance history, inspection history, operational assumptions, approvals, or meeting availability.
If the customer does not provide the required information or cooperation, Synolo may place the order on hold. The customer is not entitled to a refund because of delays caused by missing, incomplete, inaccurate, late, or unusable customer information.
If the customer does not respond to Synolo’s request for information within thirty calendar days, Synolo may treat the order as fulfilled to the extent Synolo has provided the base product, access link, intake request, onboarding instructions, draft, booking link, or other initial deliverable.
10. Corrections Instead of Refunds
If Synolo materially fails to provide a core deliverable expressly listed on the applicable product page, invoice, order form, proposal, or written agreement, the customer must notify Synolo in writing within five business days of delivery.
Synolo’s sole obligation will be to use reasonable efforts to correct the issue, re-send the file, provide replacement access, clarify the deliverable, or provide a corrected version.
A refund will not be provided where Synolo can reasonably correct, replace, re-send, clarify, or complete the applicable deliverable.
11. No Refunds for Customer Preference or Change of Mind
Synolo does not provide refunds for:
- Change of mind.
- Duplicate internal purchases caused by the customer.
- Failure to read the product description.
- Failure to use the product.
- Failure to download or access the product after delivery.
- Customer’s internal budget changes.
- Customer’s internal approval issues.
- Customer’s lack of technical ability.
- Customer’s software incompatibility unless Synolo expressly guaranteed compatibility in writing.
- Customer’s expectation of additional customization not included in the purchase.
- Dissatisfaction based on style, format, layout, preference, or internal business changes.
- Customer’s determination that the product is no longer needed.
- Customer’s inability to implement the product due to staffing, data, site, system, or operational limitations.
12. No Guarantee of Results
Synolo’s products and services are tools, templates, training materials, frameworks, documentation packages, and professional support resources.
Synolo does not guarantee any particular business outcome, engineering outcome, maintenance outcome, safety outcome, operational improvement, regulatory approval, inspection result, cost saving, project result, downtime reduction, contractor performance, software implementation result, or third-party acceptance.
The customer remains responsible for reviewing all materials for suitability to its own operations, site conditions, systems, personnel, equipment, laws, regulations, standards, and internal policies.
A customer is not entitled to a refund because a product or service does not produce a particular result.
13. Engineering, Safety, Inspection, and Technical Products
Unless expressly stated in a signed written agreement, Synolo’s templates, toolkits, checklists, workbooks, dashboards, training products, and workflow materials are general support materials only.
They are not a substitute for professional engineering review, regulated safety certification, site-specific inspection, legal advice, regulatory advice, or approval by a qualified professional.
The customer is responsible for obtaining all required professional, engineering, safety, regulatory, legal, and site-specific reviews before using any material in a live operational environment.
14. Chargebacks and Payment Disputes
Before filing a chargeback or payment dispute, the customer must contact Synolo at [Insert Support Email] and give Synolo a reasonable opportunity to review and resolve the issue.
If a customer files a chargeback after receiving access, delivery, materials, services, or work product, Synolo may provide the payment processor, card network, bank, or dispute reviewer with evidence of delivery, access, communications, files sent, links provided, meetings scheduled, work performed, and this Policy.
Synolo reserves the right to suspend access, stop work, cancel future services, and decline future orders where a customer files an improper chargeback or payment dispute.
15. Duplicate Payments and Billing Errors
If the customer believes a duplicate payment or billing error occurred, the customer must notify Synolo in writing within five business days of the transaction.
If Synolo confirms that an actual duplicate payment or billing error occurred, Synolo may issue a refund, credit, correction, or other remedy at its discretion.
Payment processing fees, currency conversion costs, bank fees, card fees, and third-party charges may be deducted from any refund unless prohibited by applicable law.
16. Credits
Where Synolo chooses to provide a customer accommodation, Synolo may offer a credit instead of a refund.
Credits are discretionary, non-transferable, have no cash value, and must be used within six months unless Synolo states otherwise in writing.
17. Taxes, Processing Fees, and Third-Party Fees
Refunds, if approved, may exclude taxes, processing fees, bank fees, platform fees, currency conversion costs, third-party charges, and administrative costs unless applicable law requires otherwise.
Synolo is not responsible for exchange-rate differences, foreign transaction fees, card issuer fees, or bank charges applied by the customer’s financial institution.
18. Refund Request Process
To request a refund, cancellation, correction, or billing review, the customer must contact Synolo in writing at [Insert Support Email] and include:
- Customer name.
- Business name.
- Email used for purchase.
- Invoice number or order number.
- Product or service purchased.
- Date of purchase.
- Reason for the request.
- Any supporting documentation.
Synolo may request additional information before reviewing the request. Failure to provide requested information may result in the request being denied.
19. Review Timeline
Synolo will use reasonable efforts to review refund or cancellation requests within ten business days after receiving all required information.
Submitting a request does not mean the request has been approved.
20. Mandatory Legal Rights
Nothing in this Policy limits, excludes, or restricts any rights the customer may have under applicable law that cannot legally be limited, excluded, or restricted.
Where applicable law requires a refund, cancellation right, return right, or other remedy, Synolo will comply with that legal requirement.
21. Relationship With Other Terms
This Policy should be read together with Synolo’s Terms and Conditions, Delivery and Service Fulfilment Policy, Privacy Policy, product page, invoice, proposal, statement of work, and any written agreement between Synolo and the customer.
If there is a conflict between this Policy and a signed written agreement between Synolo and the customer, the signed written agreement will apply to the extent of the conflict.