Refund policy

01Who processes your payment

Our order process is conducted by our online reseller Paddle.com. Paddle is the merchant of record for all our orders: it handles checkout, payment, invoices, taxes and refunds. Your bank statement may show the charge under Paddle's name.

0214-day refund on your first payment

If you are not happy, you can ask for a full refund of the first payment on a paid plan within 14 days of that payment. No questions asked — though we would love to hear what we could do better.

This applies once per organization, to the first payment of its first paid subscription. When the refund is issued, the subscription is cancelled and your organization moves to the free plan. Your data is kept.

03Renewals and cancellations

• You can cancel at any time from your billing settings. Cancellation takes effect at the end of the current billing period, and you keep paid features until then.
• Renewal payments after your first payment are not refunded, and we do not give partial or pro-rata refunds for unused time in a period you cancel during.
• Downgrading to a cheaper plan takes effect from the next billing period.
• If you were charged by mistake — for example, a duplicate charge or a charge after you cancelled — contact us and we will refund it in full.

04How to request a refund

Use either option:

1. Email support@sylorya.com from the email address on your account. Include your organization name and, if you have it, the order number from your Paddle receipt.
2. Use the link in your Paddle receipt email, or look up your order at paddle.net, and request a refund there.

We aim to reply to refund requests within two business days.

05How refunds are paid

Approved refunds are issued by Paddle to the original payment method, including any tax charged. Depending on your bank or card provider, the money usually appears within 5 to 10 business days.

06Chargebacks

Please contact us before disputing a charge with your bank — most issues are quicker to solve directly. If a chargeback is opened, Paddle will handle it, and we may suspend paid features on the organization until it is resolved. Chargebacks found to be unjustified may lead to the account being closed.

07Exceptions and your legal rights

We may refuse a refund where there is evidence of fraud, abuse of this policy (for example repeated sign-ups to obtain refunds), or a serious breach of our terms.

Nothing in this policy affects your statutory rights. If the law where you live gives you more generous refund or withdrawal rights, those rights apply.

08Contact

Questions about billing or refunds? Email support@sylorya.com or write to Sylorya, [Registered address — to be completed], Morocco.