Refund Policy

Effective: 2 November 2026

Last updated: 2 November 2026

Version: 1.2

1. Introduction and scope

This Refund Policy sets out the circumstances in which we refund amounts paid to us, and how a refund may be requested. It applies to the Products and to Sysplore Cloud accounts purchased online, and it forms part of our Terms of Service.

This Policy does not apply to our Professional Services. Refunds in respect of Professional Services are governed by the contract under which they are supplied. Where a contract provides otherwise, the contract prevails; in all other cases, this Policy applies.

2. Definitions

In this Policy:

• "Products" means Sysplore Mail and Sysplore Workspace, each supplied under its own subscription.
• "Sysplore Cloud" means the hosting platform operated at sysplore.cloud.
• "Merchant of Record" means a third party that acts as the seller of record for a purchase, as described in section 8 of the Terms of Service.
• "billing period" means the monthly or annual period for which a Subscription is charged.

3. Who administers a refund

Who administers a refund depends on which entity is the seller for the purchase, as stated in section 8 of the Terms of Service.

Where a Merchant of Record is the seller of a purchase, refunds and payment disputes for that purchase are administered by that entity under its own terms and policies. An amount billed by us directly is governed by the contract that applies to it and by this Policy.

The statutory withdrawal rights of consumers in the European Union, the European Economic Area and the United Kingdom are handled by the seller of the transaction. Where we are the seller, we handle those rights. Where a Merchant of Record is the seller, the statutory withdrawal rights of European Union, European Economic Area and United Kingdom consumers are handled by that entity as seller.

4. Products: refund within 7 days

Subject to section 12, you may request a full refund of a charge for a Product if you make the request within 7 days of the date of the charge. This applies to:

1. the first payment for a Product, whether monthly or annual;
2. an annual renewal, in respect of which we send a reminder to the email address on the account at least 30 days before the renewal date;
3. an additional mailbox, storage allocation or domain added to an existing Subscription, in which case the refund is limited to the amount charged for that addition.

A monthly renewal is not refundable. To avoid the next monthly charge, cancel before the renewal date in accordance with section 5.

5. Products: cancellation without refund

You may cancel a Subscription at any time from your account. Cancellation prevents the next renewal charge and takes effect at the end of the billing period for which you have already paid. You retain access to the Product until the end of that period. After the 7 day period referred to in section 4, unused time is not refunded. We send you a written confirmation of the cancellation.

6. Sysplore Cloud: 7 day guarantee

If you close a Sysplore Cloud account within 7 days of opening it, we refund the service charges paid on that account. The guarantee does not extend to amounts paid using account credit or a promotional code. To claim, state that you are requesting a refund when you close the account, or email us using the details in section 11. No processing fee is deducted from a refund made under this section. When an account is closed, any unpaid charges and any usage not yet invoiced become payable immediately.

7. Sysplore Cloud: refund of unused balance

Where a Sysplore Cloud account holds a positive balance, you may request the refund of that balance. Promotional credit is not refundable. We will consider only payments made within the preceding 180 days. A processing fee of $5 is deducted from a refund made under this section. Requests must be made using the details in section 11 and must state the reason for the request.

8. Sysplore Cloud: charges for resources

Sysplore Cloud is billed by the hour, rounded up to the next hour, and capped at a monthly maximum where a maximum applies to the plan. Resources are charged for the time they exist on the account, whether or not they are running, because capacity is reserved for them. Deleting a resource stops the charge for it. You do not need to close an account in order to stop charges. After the 7 day period referred to in section 6, we do not refund charges for the time a resource was present on the account.

9. Effect on the account and Content

On a refund or cancellation of a Product Subscription, the Subscription ends. The account remains available for 30 days so that you can read and export your Content, after which the Content is deleted in accordance with the Privacy Policy.

If you use Sysplore Mail, you must point the mail exchange records for your domain to your previous provider, or to a new provider, before you cancel. Otherwise, mail sent to your domain may not be delivered.

Closing a Sysplore Cloud account is permanent. All resources, volumes, domain name system records and users on the account are deleted immediately, and access to the account ends. Export anything you require before you close the account. If your objective is to stop charges rather than to close the account, delete your resources and leave the account open.

10. Method of refund

We refund the original payment method, and include any tax charged. The time taken for the refund to appear is generally 5 to 10 Business Days and depends on your bank or card issuer. Refunds are made in United States Dollars. We are not responsible for any exchange rate difference or bank charge applied by your bank.

11. How to request a refund

To request a refund, email [email protected] from the address associated with the account, or contact us through the support chat on this website. State the account email address or domain, and that you are requesting a refund. We respond within one Business Day.

12. Exclusions

We are not obliged to make a refund where:

1. the request is made more than 7 days after the charge, or, in the case of Sysplore Cloud, more than 7 days after the account was opened, save for a balance refund under section 7;
2. the charge is a monthly renewal of a Product;
3. the account was suspended or terminated for a breach of the Acceptable Use Policy;
4. you have repeatedly purchased and then requested a refund of the same Product. In that case we may decline the request.

13. Errors on our part

If we charge you twice, charge an incorrect amount, or charge you after you have cancelled, notify us as soon as you become aware. We will correct the error and refund the difference, whether or not the 7 day period has expired.

14. Chargebacks and payment disputes

A chargeback or a payment dispute is handled under section 10 of the Terms of Service. Please contact us at [email protected] before raising a dispute with your bank or card issuer; we can generally resolve the matter more quickly. Where a Merchant of Record was the seller of the purchase, the dispute is handled by that entity under its own terms.

15. Changes to this Policy

We may amend this Policy. The amended version applies to purchases made after it is published, and purchases made before that date remain subject to the version in force at the time of purchase. We publish the amended version on this page with a revised "Last updated" date and a new version identifier.

16. Contact

For refund requests and billing enquiries:

Email: [email protected]

For legal notices: [email protected]

Post: Sysplore LLC, 30 N Gould St Ste N, Sheridan, WY 82801, United States