Refund Policy

We stand behind the quality of our work. Our goal is your complete satisfaction. This policy outlines when refunds are available and how to request one.

2. Eligible Refunds

You may be eligible for a full or partial refund in the following situations:

• Non-delivery: We fail to deliver the project within 2× the agreed timeline with no communication
• Major quality failure: Final deliverables significantly deviate from the agreed brief and cannot be corrected through revisions
• Duplicate payment: You were charged more than once for the same project
• Pre-commencement cancellation: You cancel before any work has begun (within 24 hours of payment) — full refund of deposit
• SyncCAD-initiated cancellation: We cancel the project for any reason — full refund

3. Non-Refundable Cases

• Work already completed and delivered in accordance with the agreed brief
• Cancellation after work has commenced (partial refund may apply for uncompleted portion)
• Change of mind after project completion
• Dissatisfaction with style when agreed references were followed
• Delays caused by the Client (late brief, slow feedback, missing information)
• Rush fees and expedited delivery charges
• Revisions requested beyond the agreed revision rounds

4. Platform-Based Projects

For projects via Freelancer.com, Fiverr, or Upwork:

• Refund requests are handled through the platform's dispute resolution system
• Platform escrow rules and milestones govern release of funds
• We cannot process platform refunds directly — the platform must facilitate
• We will cooperate fully with platform dispute processes and respond within 48 hours

5. Retainer Package Refunds

• Before month commencement: Full refund if cancelled 7+ days before the billing date
• Partial month: Pro-rated refund for unused days if cancelled mid-month, minus hours already consumed
• Hours consumed: Any hours already used are billed at the standard hourly rate ($10 USD/hr or equivalent)
• Retainer deposits are non-refundable once the team has been assigned

6. How to Request a Refund

1. 1Contact us at wibowo@synccad.com with subject line: "Refund Request — [Project Name]"
2. 2Include your order/invoice number, reason for the request, and any supporting evidence
3. 3We will acknowledge within 2 business days and assess your request
4. 4If approved, refunds are processed within 7–14 business days via the original payment method

7. Refund Timeline

• Platform payments: 3–10 business days (platform-dependent)
• Bank transfer: 5–10 business days
• PayPal / Wise: 3–5 business days

8. Disputes

If you are unsatisfied with our refund decision, you may escalate via the platform's dispute process or contact us to arrange a mediation call. We are committed to fair resolution.