1. Summary
- Every paid plan starts with a 14-day free trial. No credit card is required to start it.
- You can cancel at any time, without contacting support.
- If Syncstocky’s own infrastructure fails to sync inventory for more than 24 consecutive hours, you’re eligible for a prorated service credit.
- Beyond that, refunds are at our discretion — but your statutory rights always apply.
2. Free trial
All paid plans include a 14-day free trial, and no payment method is required to begin one. This is deliberate: it means you can connect your channels and watch real sync events before any money changes hands, which is a better test of whether Syncstocky works for your catalogue than any refund policy could be.
If you don’t choose a plan by the end of the trial, sync features pause. Your data is retained for 30 days, so nothing is lost if you come back.
3. Cancellation
You can cancel at any time without contacting support. After cancelling, your plan stays active until the end of the billing period you’ve already paid for.
We do not pro-rate or refund unused days on a monthly plan. For annual plans, contact us — we look at those case by case.
4. Service credits for outages
If Syncstocky’s own infrastructure — our application, job queue, or database — fails to process inventory sync for more than 24 consecutive hours, you’re eligible for a prorated service credit covering the affected period.
Your Sync Log is the record used to establish what happened and when. Every sync event is written there with a timestamp, channel, SKU, quantity change, and outcome, so an outage is a matter of record rather than a matter of opinion.
A service credit is the sole remedy for service unavailability, and is subject to the limitation of liability in section 11 of our Terms.
5. What isn’t covered
Syncstocky sits between your sales channels, and some failures originate on their side rather than ours. The following aren’t eligible for credits:
- Downtime, rate limiting, or API changes at a connected channel (Shopify, Amazon, eBay, Etsy, Walmart, WooCommerce)
- Channel credentials that have expired, been revoked, or had their permissions changed
- Sync behaviour resulting from your own configuration — for example SKU mappings that don’t match, or a location marked as not owned
- Planned maintenance we’ve given advance notice of
- Events outside our reasonable control, as described in section 10 of our Terms
We’ll still help you diagnose any of these — that’s what support is for. They just aren’t billable events.
6. Who bills you
Which company holds your money depends on how you signed up, and that determines who can refund it:
- Installed from the Shopify App Store? Shopify bills you, and the charge appears on your Shopify invoice. We cannot issue refunds against Shopify charges — those requests go through Shopify. We will still honour any service credit you’re owed by applying it to your subsequent billing.
- Signed up at syncstocky.com? Paddle processes your payment as our Merchant of Record. Refunds and credits are handled by us through Paddle.
7. How to claim
Email support@syncstocky.com within 14 days of the incident. Include your account email and roughly when you noticed the problem — we’ll match it against the Sync Log ourselves.
We respond within one business day.
8. Your statutory rights
Nothing in this policy limits any refund or cancellation right you have under the consumer protection laws of your own country. Where those laws give you more than this policy does, they apply.
9. Contact
Questions about billing or a specific charge: support@syncstocky.com