Refund & Cancellation Policy

This policy explains how refunds and cancellations work on SYLAR. There are two different kinds of payment on the platform, and each is handled differently: (1) the SYLAR Pro subscription that a business pays to us, and (2) payments a client makes to a business through the app (orders, deposits, bookings, gift certificates, and tips).

1. SYLAR Pro subscription refunds

The SYLAR Pro subscription is billed through the channel you purchased it on, and any refund is handled by that same channel under its own rules. SYLAR does not process these payments directly and cannot grant a refund for a purchase made through the App Store.

• Apple App Store: request a refund through your Apple account at reportaproblem.apple.com, subject to Apple's refund policy.
• T-Bank (Russia): refunds are processed through T-Bank; contact us at support@sylar.app and we will coordinate with the processor.
• Paddle (web checkout): Paddle is the merchant of record for web purchases, including subscriptions started on an Android device; refund requests are handled under Paddle's buyer terms.

A 30-day free trial, where available, is not charged until it ends. If you cancel before the trial ends, no charge is made and there is nothing to refund. If you do not cancel, the first monthly charge applies automatically.

When you cancel a subscription, it stays active until the end of the current billing period and is not pro-rated: you keep access for the time already paid, and no partial refund is issued for the unused part of the period.

2. Payments to a business (orders, deposits, bookings, gift certificates, tips)

When you pay a business through SYLAR, the business is the seller and merchant of record. SYLAR only facilitates the payment through a regional payment provider (Bank of Georgia for Georgia, T-Bank for Russia, and card processors in other regions) and charges the business a platform fee of 1% per transaction. The business is responsible for delivering the goods or service, for its own refund and cancellation terms, and for handling disputes.

Because the business sets its own terms, refund eligibility depends on that business. As a general rule:

• Orders and services not yet delivered: if the business cannot fulfil your order, or you cancel within the window the business allows, you are normally entitled to a refund of the amount paid.
• Deposits: a deposit reserves a slot or starts an order. It may be non-refundable or partially refundable if you cancel late or do not show up, according to the business's stated policy.
• Completed services: once a service has been provided, a refund is at the business's discretion and depends on the nature of the complaint.
• Gift certificates: refunds follow the issuing business's terms; unused certificates may be refundable before redemption, depending on that business.
• Tips: tips are voluntary and are generally non-refundable once sent, except in the case of a clear error.

When a business refunds a payment you made through SYLAR, SYLAR returns its 1% platform fee for that transaction accordingly, so the platform fee never applies to money that was refunded.

3. Cancelling a booking or order

You can cancel a booking or order from your bookings list in the app, subject to the business's cancellation window. Each business defines how far in advance a booking can be cancelled for a full refund. Cancelling within the allowed window returns any prepayment according to the rules above; cancelling late, or not showing up, may forfeit a deposit if the business's policy says so.

If a business cancels on you, any amount you prepaid for that booking or order is refunded in full.

4. How refunds are paid back

Refunds are returned to the original payment method used for the purchase. Card refunds are processed in the currency of the original charge (for payments processed in Georgia, this is Georgian Lari, GEL). The time for a refund to appear depends on the payment provider and your bank, and is typically a few business days after the refund is issued.

5. Chargebacks and disputes

If you believe a charge is wrong, please contact the business first and then support@sylar.app before opening a bank chargeback, so we can help resolve it faster. Opening a chargeback with your bank is your right, but it is slower and the business may hold or delay related services while a dispute is open. For payments between a client and a business, the business is responsible for handling chargebacks and any associated fees.

6. How to request a refund

1. Subscription: use the store or processor you bought it from (see section 1), or email support@sylar.app and we will point you to the right channel.
2. Payment to a business: contact the business directly through in-app chat first. Businesses can issue refunds from their side of the app.
3. Unresolved: if the business does not respond or you cannot reach a resolution, email support@sylar.app with your order or booking details and we will help mediate.

7. Contact

For any question about refunds or cancellations:

• General support: support@sylar.app
• Billing and payments: support@sylar.app