Refund Policy

We want SNDR to feel like the right call from the first day. If the product doesn't fit, we'd rather refund you than have you pay for something you can't use. This policy spells out the conditions under which we issue refunds, the practical timing, and how to ask.

All amounts on this page are in US Dollars (USD), the currency in which our paid plans are billed. Paddle is our Merchant of Record and issues refunds in the original currency you were charged in.

The following are refundable on request:

• First paid month on a new account. If you upgrade from Free to Pro or Scale and decide within 14 days that the product isn't a fit, we will refund the full amount of that first month with no questions asked.
• Service outage. If we miss the 99.9% monthly uptime target on the public API or the dashboard, we will issue a service credit equal to 10% of that month's subscription fee, applied to your next invoice. Credits over the monthly subscription amount can be refunded to your original payment method on request.
• Erroneous charge. Duplicate charges, charges after a verified cancellation, or any charge we made in error are refunded in full and immediately.
• Annual plans (when introduced). If we offer an annual plan and you cancel mid-term, we refund the unused portion on a pro-rata basis, less any month in which you exceeded the monthly cap of the equivalent monthly plan.

The 14-day satisfaction window in section 2 applies only to your first paid month on the account. Subsequent renewals are non-refundable except where one of the other conditions in section 2 applies (outage credit, erroneous charge, annual pro-rata).

Outage credits must be requested within 30 days of the affected billing period. After 30 days the right to that specific credit lapses.

Open a support ticket from inside the dashboard at /tickets and include:

• The reason for the refund.
• The Paddle invoice number or transaction ID, if you have it (we can look it up otherwise).
• Whether you would prefer the refund to your original payment method or as account credit.

Refunds requested by other channels (email, social, phone) will be redirected to the ticketing surface so we have the account context and an auditable trail.

Once we approve a refund, we issue it through Paddle on the same business day. Paddle typically settles back to the original payment method within 5–10 business days, depending on your card network or bank. Account credit (if you choose that option) is applied to your dashboard immediately and consumed against the next invoice.

SNDR does not bill for overages — when an account hits its monthly send cap, the API stops accepting new sends and you are prompted to upgrade. There is therefore nothing to refund for "unused" sends within a billing period: the entitlement was the cap, not a per-message price.

One-off purchases (for example a paid add-on or a custom-priced enterprise SOW, when introduced) carry their own refund terms in the order form. Where the order form is silent, this policy applies by default.

Cancelling a paid plan is self-service from /billing in the dashboard. Cancellation stops the next renewal but does not by itself trigger a refund of the current period. Your account remains on the paid plan through the end of the period you have already paid for and then drops to Free at the next billing date.

If you want both — cancel and a refund of the current period — open a ticket as described in section 4 and reference this clause.

Please contact us before initiating a chargeback. We will work in good faith to resolve any billing dispute directly, and we can usually act faster than the dispute process at your card network. Accounts with an active chargeback are suspended pending resolution.

We may revise this Refund Policy from time to time. Material changes are announced in the dashboard or by email at least 14 days before they take effect. The effective date at the top of this page reflects the most recent revision.

Refund requests should be opened as a ticket at /tickets. Other billing questions can be sent to sndr@rkiza.sa.

Operator: Rkiza Labs, Riyadh, Kingdom of Saudi Arabia.