Refund and Return Policy

Refund and Return Policy for Synetal Support Limited

1. Introduction

At Synetal Support Limited, we aim to provide reliable, professional IT support, cybersecurity, cloud, network infrastructure, HR and recruitment services.

This Refund and Return Policy explains how we handle cancellation requests, refund applications, service disputes and concerns about deliverables purchased from us.

This policy should be read alongside our Terms and Conditions and any applicable quotation, service agreement or recruitment contract.

2. Scope of This Policy

This policy applies, as relevant, to:

• IT support and technical services.
• Cybersecurity and consulting services.
• Cloud and network infrastructure services.
• HR support, advisory and management services.
• HR compliance services.
• Recruitment and candidate sourcing services.
• Reports, documents and other digital deliverables.
• Any other services purchased directly from Synetal Support Limited.

Where a separate signed agreement establishes specific cancellation, replacement or refund arrangements, that agreement will apply to the extent permitted by law.

3. Service Cancellations

3.1. Clients who wish to cancel a service must submit their request in writing to our official contact email or through another cancellation method specified in their service agreement.

3.2. Cancellation requests should include the client's name, company name where applicable, invoice or order reference, service details and requested cancellation date.

3.3. The applicable notice period, cancellation charges and outstanding payment obligations will be determined by the relevant service agreement.

3.4. Where no specific cancellation terms have been agreed, we will review the request in accordance with the circumstances, the work already performed, any authorised costs incurred and applicable law.

3.5. Cancellation does not automatically entitle a client to a full refund for services already delivered or costs properly incurred.

3.6. Any mandatory statutory cancellation rights, including applicable consumer cooling-off rights, will be respected.

4. Refund Eligibility

A refund may be considered in circumstances including, but not limited to:

• A payment was taken incorrectly or more than once.
• A service was cancelled by Synetal Support Limited and the client is entitled to a refund for the undelivered portion.
• A service materially fails to match its agreed description or contractual requirements.
• We are unable to provide a service for which payment has been made.
• A refund is required under applicable consumer protection law.
• The applicable service agreement expressly provides for a refund or credit.

Each request will be reviewed based on the service agreement, the work completed, the evidence supplied and the client's legal rights.

5. Non-Refundable Costs and Services Already Delivered

Subject to applicable law and the terms of the relevant agreement, the following may not be refundable:

• Services that have been fully delivered in accordance with the agreement.
• Work completed before the effective cancellation date.
• Third-party fees or expenses that have been properly incurred with the client's authorisation and cannot reasonably be recovered.
• Bespoke work or deliverables that have already been created, where the agreement and applicable law permit the relevant charges to be retained.
• Recruitment or other specialist service fees that have become payable under an agreed contract.

Any non-refundable deposit, advance payment or cancellation charge must be clearly disclosed and legally enforceable. We will not apply these exclusions where doing so would conflict with mandatory statutory rights.

6. IT Support, Cybersecurity, Cloud and Network Services

6.1. Refund requests for technical services will be assessed against the agreed scope of work, service description, deliverables and contractual commitments.

6.2. If a client believes that a service has not been provided as agreed, they should notify us promptly with a description of the issue and any supporting evidence.

6.3. Where appropriate and reasonably practicable, we may offer corrective work, further support, a replacement deliverable, a service credit or a refund, subject to the applicable agreement and law.

6.4. A cybersecurity incident, attempted attack, system outage or other adverse technical event does not automatically establish a right to a refund. The circumstances and our actual contractual responsibilities will be assessed.

6.5. Where a service has been delivered with reasonable care and skill and in accordance with the agreed scope, a refund will not ordinarily be available solely because a client changes their mind or experiences an outcome that was not guaranteed.

6.6. Nothing in this section limits a client's rights where a service is defective, misdescribed or otherwise fails to meet applicable legal requirements.

7. HR and Recruitment Services

7.1. Refund requests relating to HR services will be assessed according to the agreed deliverables, work completed, fees incurred and applicable contract.

7.2. Recruitment fees and cancellation arrangements will be governed by the relevant recruitment agreement, including any agreed replacement, refund or candidate guarantee provisions.

7.3. Unless expressly agreed in writing, recruitment services do not guarantee a particular number of candidates, successful placements, interview attendance, candidate acceptance or long-term employment outcomes.

7.4. Where a placement or replacement guarantee has been expressly agreed, the eligibility criteria, time limits, exclusions and remedy will be those stated in the relevant recruitment agreement.

7.5. A client who cancels an engagement after work has begun may remain liable for fees associated with completed work and authorised expenses, subject to the contract and applicable law.

8. Digital Deliverables and Bespoke Work

8.1. Digital deliverables may include reports, assessments, documentation, configurations and other materials created as part of an agreed service.

8.2. If a deliverable is missing, materially defective or inconsistent with the agreed specifications, please contact us with details of the issue.

8.3. Where appropriate, we will assess whether the issue can be resolved through correction, revision, replacement or another suitable remedy.

8.4. Refund eligibility will depend on the nature of the issue, the agreed scope, the work completed and applicable law.

8.5. Digital content and bespoke services may be subject to special statutory rules, including rules concerning cancellation rights and the commencement of services during a cooling-off period. We will apply the relevant requirements to the specific transaction.

9. How to Request a Refund

To request a refund, contact us using the official contact details published on our website.

Please provide the following information:

• Your full name and business name, if applicable.
• Your contact email address and telephone number.
• Your invoice, order or service agreement reference.
• The service or deliverable concerned.
• The date of purchase or payment.
• The reason for requesting a refund.
• Any relevant evidence, correspondence or supporting documents.

Please submit your request as soon as reasonably practicable after identifying the issue. Any statutory deadline or contractual notice period that applies to your request must also be observed.

10. Review and Resolution Process

10.1. We will acknowledge and review refund requests within a reasonable period.

10.2. We may contact you for further information or evidence where necessary to assess the request.

10.3. Depending on the circumstances, we may offer a correction, replacement, additional service, credit, partial refund or full refund where appropriate.

10.4. We will communicate our decision and explain any relevant next steps.

10.5. If a refund is approved, it will normally be returned through the original payment method where practicable, unless another method is agreed or required by law.

10.6. Refund processing times may depend on the payment provider or financial institution. Where a statutory deadline applies, we will comply with that deadline.

11. Refund Processing

Approved refunds will be processed within the timeframe required by applicable law or, where no mandatory timeframe applies, within a reasonable period communicated to the client.

The time required for the funds to appear in the client's account may vary depending on the payment provider, bank or card issuer.

Any deductions from a refund must be supported by the applicable agreement and permitted by law. We will not make deductions that unlawfully restrict a client's statutory rights.

12. Incorrect or Duplicate Payments

If you believe that you have made a duplicate payment, been charged an incorrect amount or paid an invoice that was not due, please contact us promptly with the relevant transaction or invoice details.

We will investigate the matter and arrange any refund or adjustment that is due.

13. Physical Product Returns

Synetal Support Limited primarily provides professional and digital services. If we supply physical equipment or other tangible products under a separate agreement, the applicable product-specific return terms will be provided at the time of purchase.

Where physical products are supplied, any return, replacement, repair or refund request will be assessed in accordance with the applicable agreement and relevant consumer or commercial law.

Nothing in this policy removes any mandatory rights relating to faulty, damaged or misdescribed goods.

14. Consumer Rights

Where a client qualifies as a consumer under applicable law, statutory rights concerning service quality, cancellation, refunds and remedies will continue to apply.

For eligible distance or off-premises consumer contracts, a statutory cooling-off period may apply. Its duration, commencement, exceptions and consequences depend on the type of contract and the law governing it.

If a consumer expressly requests that a service begins during a statutory cancellation period, additional requirements may apply concerning consent, disclosure and payment for work performed before cancellation.

We will assess these requirements according to the applicable law and circumstances. Business-to-business transactions may be subject to different contractual rules.

15. Changes to This Policy

We may update this Refund and Return Policy to reflect changes in our services, business practices or legal obligations.

The latest version will be published on our website with its effective date. Changes to an existing contract will be handled in accordance with that contract and applicable law.

16. Contact Us

For refund requests, cancellation enquiries or questions about this policy, please contact: