Oxygen XML Refund Policy

Our Refund Policy was last updated on 25/03/2026.

1. Introduction

Syncro Soft strives to provide our customers with the highest level of satisfaction. All our software products operate on a "try-before-you-buy" basis. This means you have access to fully-functional trial versions of our software and cloud services before any financial commitment is made.

Before purchasing any of our products, we encourage you to take full advantage of the free trial periods available for both our cloud-based services and our on-premise software. This allows you to evaluate compatibility with your systems and ensure all requirements are met prior to making a purchase.

2. Scope and Definitions

This policy applies only to software purchased directly from Syncro Soft through our leading payment gateway 2Checkout/Verifone. If a product or service was purchased through another 3rd party or reseller, it must be returned to that 3rd party or reseller, which may in turn be subject to different return policies.

For the purpose of this policy:

• An "initial purchase" refers to the first transaction for a given product or subscription.
• Any subsequent billing events are considered "renewals."

3. Cloud Services & SaaS Subscriptions

This section applies to subscription-based cloud services billed on a recurring basis.

3.1 Evaluation Period (Free Trial)

We offer a free trial period for all our cloud plans so you can fully evaluate the service features, performance, and compatibility with your needs. Refunds will not be granted for reasons related to functionality, performance, or compatibility that could reasonably have been evaluated during the trial period.

3.2 Refund Policy for Paid Subscriptions

Since you have the opportunity to test the service before buying, our refund policy for paid subscriptions is as follows:

• Monthly Subscriptions: Due to the short billing cycle, refunds for monthly subscriptions are generally not granted. You may cancel your subscription at any time to prevent future charges, and your access will continue until the end of the current paid period.
• Annual Subscriptions: We offer a 7-day cooling-off period from the initial purchase date for annual plans. If you encounter a critical issue that prevents the use of the service within this window, you may request a refund. After this 7-day period, annual subscriptions are non-refundable.

3.3 Technical Failures & Service Credits

In the event of a critical service outage not caused by scheduled maintenance or third-party failures, our support team will work diligently to restore service. If the outage persists for more than fourteen (14) days without a resolution, you may be eligible for a service credit (extension of your subscription duration) rather than a monetary refund.

3.4 Accepted circumstances for SaaS refunds

1. Duplicate charge. You were charged more than once for the same subscription period due to a billing system error.

2. Service unavailability. The service experienced critical technical failures that our support team was unable to resolve within thirty (30) days of your first report.

3. Unauthorized charge. A charge was made to your account without your authorization and you report it to us promptly.

3.5 Circumstances where refunds are not granted for SaaS subscriptions

1. You no longer wish to use the service and have not reported any technical issues.

2. You forgot to cancel the subscription before the renewal date (renewal reminders are sent via email).

3. You require features not advertised on our website at the time of purchase.

4. The request concerns a renewal already processed.

5. The request is submitted more than 30 days after the initial purchase date.

4. On-Premise Software Licenses

This section applies to perpetual licenses and fixed-term licenses for locally installed software.

4.1 General conditions

1. 30-Day Window: All refund requests for on-premise software must be submitted within thirty (30) days of the purchase date.

2. Pre-Purchase Evaluation: It is the customer's responsibility to verify compatibility using the trial version. Refunds based on compatibility issues or unmet expectations that were verifiable during the trial will be declined.

4.2 Eligible Circumstances for Refund

We evaluate refund requests on a case-by-case basis. Approvals are typically granted for the following situations:

1. Duplicate order. You accidentally bought the same software product more than once.

2. Erroneous Purchase. You purchased the wrong product or wrong edition by mistake. If this is the case, please contact us as soon as possible so we can help you switch the software to the right one. We aim to respond to you within 24 hours. If you don't get a reply from us within 24 hours, you can purchase the right product and we'll refund you for the wrongly purchased program.

3. Fatal technical issue. The product has fatal technical problems, and our technical support team failed to provide a fix or work-around within thirty (30) days of your first report. To be eligible, you must cooperate with our technical support by providing the detailed information, screenshots of error, log files, etc. as requested.

4. Non-Delivery of License: You never received the license key code of the product from us, and got no response from our support team after reporting this to us.

5. Double charge. You've been double charged due to the system problem of the 3rd party payment platform.

4.3 Non-Refundable Scenarios

1. You requested a refund for technical issues, but never provided our support team with any description of the problem.

2. Your request does not have a particular reason, and just states that you do not intend to use the product and will uninstall it.

3. You require features and functions for the products that are not advertised on our website, at the time of purchase. (All the features and functions of our products are subject to the descriptions on our product pages.)

4. You changed your mind after placing an order.

5. The refund request was submitted more than 30 days after the purchase date.

5. Refund Request Procedure

To initiate a refund request, please follow these steps:

1. Send your request via e-mail to the Syncro Soft Customer Service Team () with the following information:

   1. Customer Name

   2. E-mail address for the order

   3. Order number or transaction ID.

   4. The product or subscription for which you want a refund for

   5. The reason for the refund.

2. When sending a refund request, please allow our Customer Service Team up to 48 hours to get back to you. You will receive an email from and you may need to provide our technicians with additional information. Additional information may be requested to process your claim.

3. If a refund is approved, it might take us up to seven (7) business days to process it. You'll get the money returned in the same currency made for the purchase. Purchases via credit cards will be refunded to the credit card used to purchase the product and the refund should appear on your credit card statement within 5-7 business days.

4. Upon receiving your refund for an on-premise license, you must uninstall or stop using any software products for which you no longer possess a valid, purchased license. Syncro Soft reserves the right to disable any product keys and/or serial numbers issued to you for the refunded products. Since our software and licenses are not tangible goods that you can return for credit, you may be required to sign a declaration confirming your compliance with this clause (Declaration of Software Removal & License Destruction).

   Special Conditions for Bank Transfer (Wire) Refunds

   If your original purchase was made via Bank Transfer (Wire), our payment partner (2Checkout/Verifone) will contact you directly to securely collect your banking details (IBAN, SWIFT/BIC code) required for the refund transfer.

   • You must respond to the payment processor's request with valid banking information.
   • Syncro Soft is not liable for delays caused by the customer's failure to provide banking details to the payment processor. If you fail to respond to the payment processor's requests within a reasonable timeframe, the refund process may be suspended or canceled. Please ensure you monitor your inbox for communications from 2Checkout/Verifone.

6. Change to This Policy

Syncro Soft reserves the right to modify this Software Refund Policy at its discretion, at any time. Any such revision or change will be binding and effective immediately after posting of the revised Software Refund Policy on this page. We encourage you to review this policy periodically. Continued use of our products or services after any changes constitutes acceptance of the revised policy.

7. Contact us

If you have any issues or questions about the policy, please contact our support team () with detailed information about the issue, and we will try our best to address your concerns promptly.