Refund Policy

Refund & Cancellation Policy for Biosyn

Last Updated: September 2026

This Refund & Cancellation Policy outlines the rules, terms, and procedures governing subscription cancellations, refund requests, and billing adjustments for Biosyn ("Biosyn," "we," "us," or "our"), a cloud biometric gateway middleware SaaS platform (`biosyn.dev`).

Our orders, subscription billings, payment processing, and invoicing are conducted by our authorized online reseller and Merchant of Record, Paddle.com Market Limited ("Paddle").

1. 14-Day Money-Back Guarantee

We want you to be completely confident in integrating Biosyn into your attendance and access control architecture:

  • First-Time Subscription Guarantee: New customers subscribing to Biosyn for the first time are eligible for a 100% full refund within 14 calendar days of their initial subscription purchase date if the Service does not meet their technical, hardware, or API integration needs.
  • Scope of Guarantee: The 14-day guarantee applies strictly to initial subscription sign-ups and initial tier purchases. Subsequent billing renewals or recurring 30-day metered cycles after the first 14 days are non-refundable except as required by law.

2. Subscription Cancellation Procedure

You may cancel your Biosyn subscription at any time without penalty or cancellation fees:

  • Self-Service Cancellation: Account owners can cancel their active subscription directly through the client portal dashboard billing settings or by following the management link in any Paddle invoice email.
  • Effective Cancellation Date: Cancellation stops all future automatic subscription renewals. Upon cancellation, your account remains fully active with cloud gateway routing access through the end of your current paid 30-day billing period.
  • No Pro-Rated Refunds for Partial Usage: Unless eligible under the 14-day money-back guarantee, cancelling a subscription mid-cycle does not entitle the account to a pro-rated refund for the remaining days of the current 30-day billing period.

3. How to Submit a Refund Request

To request a refund under our 14-day money-back guarantee or for billing inquiries:

  • Via Email Support: Contact our support team at [email protected] with your registered account email address, organization name, and Paddle Order ID.
  • Via Paddle Customer Support: Alternatively, you can submit a refund or billing inquiry directly through Paddle's buyer support portal at paddle.net or via email to [email protected].
  • Processing Timeframe: Verified refund requests are processed within 3 to 5 business days. Approved refunds are credited back to the original payment method (credit card, PayPal, bank transfer) by Paddle. Bank processing times may vary between 5 to 10 business days depending on your financial institution.

4. Exceptional Circumstances & System SLA Outages

If you experience service disruption or technical issues outside the 14-day window:

  • Gateway Outage SLA Credits: In the rare event of a verified cloud gateway system outage exceeding our SLA targets, we may issue subscription credits or pro-rated refunds at our sole discretion.
  • Excluded Factors: Refunds or SLA credits will not be granted for outages caused by local physical hardware failures (e.g. ZKTeco terminal hardware malfunctions), local ISP connection drops, customer firewall blocking, or third-party endpoint server downtime (e.g. recipient CRM/ERP server failure).

5. Billing Default & 30-Day Data Destruction Grace Period

If a subscription payment fails or an account becomes delinquent:

  • Payment Retry Window: Paddle will attempt to retry failed payments automatically over a standard billing grace period. You will receive email notifications regarding failed charges.
  • Service Suspension: If payment is not successfully resolved, cloud gateway device routing, API endpoints, and webhook events will be suspended.
  • 30-Day Purge Rule: If an account remains in billing default for thirty (30) consecutive calendar days, all stored location configurations, device routing tables, API keys, and logs will be permanently deleted and purged. Destroyed data cannot be recovered.

6. Contact Information

If you have questions regarding this Refund & Cancellation Policy, please contact us at [email protected] or visit Paddle buyer support at paddle.net.