Refund Policy

1. Overview

This Refund Policy explains when and how refunds are available for purchases made on Synthosy. It applies to all buyers and should be read alongside our Terms of Service and Buyer Terms.

Synthosy Marketplace Ltd acts as the payment facilitator between buyers and sellers. Refund decisions are made by Synthosy and are final at the platform level, without affecting your statutory rights.

2. Digital Goods and Cancellation Rights

All products sold on Synthosy are digital goods delivered electronically. Under the Consumer Contracts Regulations 2013, you have a 14-day right to cancel a purchase. However, when you complete a purchase on Synthosy, you expressly request immediate delivery of the digital content and acknowledge that you waive your right to cancel once the download becomes available.

This waiver is clearly presented at checkout before payment is taken.

3. When Refunds Are Available

Notwithstanding the cancellation waiver above, we will consider refunds in the following circumstances:

• Materially misdescribed product — the product is significantly different from its listing description in a way that affects its usefulness.
• Defective or corrupted file — the downloaded file is corrupted, incomplete, or does not open or function as described.
• Duplicate purchase — you accidentally purchased the same product twice. Contact us within 24 hours.
• Seller policy violation — the listing was found to violate our Acceptable Use Policy after purchase.
• Non-delivery — your download link failed to generate and the issue cannot be resolved within 48 hours.

Refunds are not available where: the product has been downloaded and used as described; you changed your mind after purchase; the product did not meet expectations not stated in the listing; or your request is made more than 14 days after purchase.

4. How to Request a Refund

To request a refund, please take one of the following steps within 14 days of purchase:

• Use the dispute function in your purchases dashboard — select the order and click “Raise a dispute”.
• Email hello@synthosy.com with your order reference, the reason for your request, and any supporting evidence (e.g. screenshots of the defective file).

We aim to respond to all refund requests within 2 business days. We may ask the seller to respond before making a decision.

5. Refund Process

Approved refunds are processed back to your original payment method via Stripe. Refunds typically appear within 5-10 business days depending on your card issuer or bank.

Synthosy will deduct the refunded amount from the seller's pending or future payouts. The seller is notified of any refund decision.

6. Chargebacks

We strongly encourage buyers to use our dispute process before raising a chargeback with their bank. Chargebacks bypass our process, incur additional costs, and may result in your account being suspended pending investigation.

If you have raised a chargeback and wish to resolve the matter directly, contact us at hello@synthosy.com.

7. Statutory Rights

Nothing in this policy affects your statutory rights under UK consumer law, including the Consumer Rights Act 2015. If you are based in the EU, your rights under the Consumer Rights Directive also apply.

8. Contact

For refund queries: hello@synthosy.com

Synthosy Marketplace Ltd, 167-169 Great Portland Street, 5th Floor, London, W1W 5PF. Company No. 17252333.