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Refund Policy

Last updated: October 16, 2026

1. Overview

This Refund Policy applies to all purchases made through SyncUp, including SyncUp Plus monthly and yearly subscriptions and one-time Movie Night Pass purchases made on the SyncUp website. Website payments are processed by Polar, who acts as the Merchant of Record for those transactions. Polar handles their billing, receipts, and payment processing on our behalf. Purchases made in the iOS or Android app are covered in Section 6 instead.

For billing-related questions, you can also reach Polar's support directly at polar.sh/support.

2. Subscriptions

SyncUp Plus is available as a monthly or yearly subscription. Subscriptions renew automatically at the end of each billing period unless cancelled.

  • Cancellation: You may cancel your subscription at any time from your account settings. Cancellation takes effect at the end of your current billing period — you retain access to Plus features until then.
  • No partial refunds: We do not issue prorated refunds for unused time remaining in a billing period after cancellation, except for yearly renewals in the Netherlands and Germany (below) and an EU withdrawal (Section 5).
  • Accidental renewals: If you were charged for a renewal and did not intend to continue your subscription, contact us within 7 days of the renewal charge and we will issue a full refund for that billing period.
  • Annual subscriptions: If you are on a yearly plan and wish to cancel within 14 days of your initial purchase or renewal, you are entitled to a full refund for that billing period. After 14 days, no refund is issued for the remaining months, except as described below for the Netherlands and Germany.
  • Yearly renewals in the Netherlands and Germany: If you live in the Netherlands or Germany and your yearly plan has renewed automatically, you can cancel at any time after that renewal with one month's notice. Your plan then ends one month after you cancel, and we refund the unused full months of the renewed year. To use this, contact us through our contact form rather than the Cancel button, which ends the plan at the end of the renewed year. This does not apply to your first year.

3. Situations Where Refunds Are Granted

We will issue a full refund in the following situations without question:

  • You were charged more than once for the same purchase (duplicate charge).
  • You were charged after successfully cancelling your subscription.
  • A technical error on our end prevented you from accessing the features you paid for.
  • The purchase was made fraudulently without your authorisation — please also contact your bank in this case.

4. Situations Where Refunds Are Not Granted

We generally do not issue refunds in the following situations:

  • You forgot to cancel before an automatic renewal and the 7-day window has passed (unless the yearly renewal rule for the Netherlands and Germany in Section 2 applies).
  • You no longer use the service or simply changed your mind after more than 14 days.
  • Your account was suspended or terminated due to a violation of our Terms of Service.
  • Issues caused by third-party services or your own internet connection.

5. EU / EEA Right of Withdrawal

If you are a consumer in the European Union or European Economic Area, you have a 14-day right of withdrawal on website purchases under the EU Consumer Rights Directive. To use it, tell us through our contact form within 14 days of the purchase. You do not need to give a reason.

  • SyncUp Plus (monthly or yearly): Plus starts as soon as you subscribe, at your request. If you withdraw within 14 days of your first purchase, we refund what you paid minus a proportionate amount for the days you already had Plus. For yearly plans the more generous full refund in Section 2 applies instead.
  • Movie Night Pass: If you withdraw within 14 days of purchase and have not activated the pass yet, you get a full refund. Once you activate a pass, it has been supplied and can no longer be withdrawn from.

A free trial is not a purchase: cancelling during the trial never results in a charge.

6. Purchases in the Mobile Apps

SyncUp Plus and the Movie Night Pass bought inside the iOS or Android app are sold and billed by Apple or Google, not by Polar or by us, so this policy does not apply to them. Refunds for those purchases are decided by the store under its own policy:

Subscriptions bought through a store are cancelled in your App Store or Google Play subscription settings. Deleting your SyncUp account does not cancel them. If a store refunds a purchase, the Plus access or pass it paid for is removed.

7. How to Request a Refund

To request a refund for a website purchase, please contact us through our contact form and include your order ID (found in your Polar receipt email), the email address used for the purchase, and a brief description of the reason for your refund request.

We aim to respond to all refund requests within 3 business days. Approved refunds are processed by Polar and typically appear on your original payment method within 5–10 business days, depending on your bank.

8. Changes to This Policy

We may update this Refund Policy from time to time. We will notify you of any significant changes by posting the new policy on this page and updating the "Last updated" date. Continued use of SyncUp Plus after such changes constitutes your acceptance of the updated policy.

If you have any questions about this policy, please contact us through our contact form.