Refund & Cancellation Policy

This policy explains subscription cancellation, renewals, billing, refunds, pilots, discretionary trials and early access billing for SyftOS. It does not replace any signed order form, enterprise agreement or written commercial agreement.

1. Who we are

SyftOS is operated by Techshift Digital Ltd, a company registered in England and Wales.

• Company number: 15218025
• Registered office: 1 The Briars, Waterberry Drive, Waterlooville, England, PO7 7YH
• Website: https://syftos.com
• Billing and support: support@syftos.com (interim fallback: mathew@techshift.digital)

In this policy, “SyftOS”, “we”, “us” and “our” refer to Techshift Digital Ltd when operating the SyftOS product, website, application, documentation and related services.

2. Purpose of this policy

This policy explains how billing, renewals, cancellations, refunds, pilots and discretionary trials work for SyftOS unless a separate written agreement, order form or enterprise contract says otherwise.

This policy forms part of the SyftOS Terms of Service and is governed by the laws of England and Wales. It should be read alongside the SyftOS Terms of Service, Support and Early Access Policy, Privacy Notice, Data Processing Agreement, Acceptable Use Policy, AI Data Use Statement and any order form or written commercial agreement.

3. Business-use position

SyftOS is intended for business, professional, organisational and internal operational use. Unless we expressly agree otherwise in writing, SyftOS is not intended for, or offered to, individual consumers. Because SyftOS is provided for business use, consumer cancellation and cooling-off rights (such as those under the Consumer Contracts Regulations 2013) do not apply.

Where a customer uses SyftOS as a business, organisation, company, agency, partnership, sole trader, public body, charity or professional user, the customer is responsible for ensuring that the person purchasing or administering SyftOS has authority to enter into the relevant subscription or pilot arrangement.

4. Pricing and subscription plans

SyftOS pricing may be shown on the SyftOS pricing page, within the application, in Stripe checkout, in an invoice, in an order form, or in a separate written agreement.

Pricing may include monthly subscriptions, annual subscriptions, Fleet packages, enterprise arrangements, usage allowances, setup services, onboarding services, professional services, or separately agreed pilot terms.

If there is a conflict between a public pricing page and a signed order form or written agreement, the signed order form or written agreement applies for that customer.

5. VAT and taxes

Techshift Digital Ltd is not currently VAT registered. Prices are stated in GBP unless otherwise stated, and VAT is not currently charged.

If Techshift Digital Ltd becomes VAT registered in future, VAT may be added where applicable. Customers are responsible for any taxes, duties, levies or charges that apply to their purchase, except taxes based on our income.

6. No public free trial

SyftOS does not currently offer a public self-serve free trial.

Techshift Digital Ltd may, at its discretion, offer trial access, sandbox access, pilot workspaces or evaluation access to selected users or organisations. Any such access may include time limits, usage limits, feature restrictions, workspace restrictions, integration restrictions, approval requirements, data limits and early access limitations.

A trial, sandbox, pilot or evaluation workspace does not guarantee continued access, future pricing, future feature availability or conversion into a paid subscription unless agreed separately in writing.

7. Early access and pilot billing

During early access, SyftOS may be offered through selected customer onboarding, approved pilot workspaces, design partner arrangements or paid subscriptions.

Pilot pricing, discounted access, design partner pricing or discretionary trial access may be offered on a case-by-case basis. These arrangements are not guaranteed to be available to all customers and may be changed or withdrawn for future customers.

Unless agreed otherwise in writing, early access and pilot fees are payable for the access, onboarding, configuration, support, usage allowance and product availability provided during the relevant period, not for any specific guaranteed outcome.

8. Billing cycles and renewals

Arrangement	Billing	Renewal
Monthly subscription	Billed monthly in advance unless otherwise stated.	Renews each month until cancelled in accordance with this policy or the applicable agreement.
Annual subscription	Billed annually in advance unless otherwise stated.	Renews annually unless cancelled before renewal, or unless the order form says otherwise.
Fleet	Billed as agreed, usually a monthly platform fee plus agreed usage allowances or service fees.	Renews according to the agreed managed package, order form or written agreement.
Enterprise / custom	Billed as set out in the order form, invoice or written agreement.	Renewal, notice periods and cancellation are governed by the order form or written agreement.

Subscriptions renew automatically until cancelled. For annual and Fleet subscriptions, we will send a renewal reminder by email at least 30 days before each renewal date. Renewal prices will not increase without at least 30 days’ notice before the renewal takes effect; if you do not wish to renew at a changed price, you may cancel before the renewal date.

Customers are responsible for keeping billing details, invoice details, payment methods and authorised billing contacts up to date.

9. Cancellation by the customer

Customers may cancel their subscription using the cancellation options available in the SyftOS application or the Stripe customer portal, or as set out in the relevant order form, invoice terms or written agreement.

Unless a separate written agreement says otherwise, cancellation stops future renewals but does not automatically refund fees already paid for the current billing period. To avoid renewal, cancellation should be made before the next renewal date.

For annual, Managed Workforce or enterprise arrangements, cancellation may be subject to the relevant order form, minimum term, notice period, committed spend or written agreement.

10. Effective date of cancellation

Unless we agree otherwise in writing, cancellation takes effect at the end of the current paid billing period. Customers may continue to access the service until the end of that billing period, subject to the Terms of Service, Acceptable Use Policy, payment status and any security or misuse concerns.

After cancellation we may disable renewal, downgrade a workspace, restrict usage or schedule closure of the workspace. Data retention and deletion are handled in line with the SyftOS Terms of Service, Privacy Notice and Data Processing Agreement.

11. Refund position

Unless required by law or expressly agreed in writing, SyftOS subscription fees, pilot fees, Fleet fees, setup fees, onboarding fees, professional service fees and annual fees are non-refundable once billed or paid. On cancellation you retain access until the end of the period you have paid for.

This reflects the fact that SyftOS access may include reserved workspace capacity, usage allowances, AI/model costs, integration configuration, onboarding time, support time, early access resources, implementation effort and platform availability.

We may consider refunds or credits at our discretion (see section 12). Where we do issue a refund or credit, it is made to the original payment method or as account credit, normally within 14 days of approving it.

12. Discretionary refunds and credits

Scenario	Usual approach
Billing error	We may correct the invoice, refund the overpayment or issue a credit.
Duplicate payment	We may refund the duplicate amount or apply it as account credit.
Accidental renewal	We may consider a refund or credit if the request is made promptly and the workspace has not materially used the service after renewal.
Service issue	We may consider a credit where a confirmed platform issue materially prevented use of SyftOS and no reasonable workaround was available.
Customer change of mind	Usually not refundable unless we agree otherwise in writing.
Breach, misuse or suspension	Usually not refundable where access is suspended or terminated because of breach, misuse, security risk, non-payment or prohibited activity.

Any discretionary refund, credit, goodwill adjustment or exception does not create a right to future refunds or similar treatment.

13. Usage, allowances and overage charges

SyftOS plans may include usage allowances for items such as seats, agents, runs, actions, tokens, integrations, assistant messages, governed changes, repositories, storage, workflow executions or Fleet activity.

Where your plan includes usage-based or metered charges, those charges are billed as described on the pricing page, in the application or in your plan. We will not apply unexpected overage charges that were not disclosed at purchase or agreed in advance; instead, where usage exceeds your allowance we may restrict usage, require approval, require an upgrade, pause activity, request prepayment or agree a revised package before higher usage continues. Usage-based charges that have been incurred are not refundable.

14. Failed payments and non-payment

If payment fails, is reversed, is disputed, is not received when due, or billing details are invalid, we may notify the customer and request updated payment or settlement of outstanding invoices.

Where payment remains overdue, we may suspend access, restrict workspace activity, pause integrations, disable renewals, prevent new workflow runs, withhold managed services, or terminate the subscription in accordance with the Terms of Service and any applicable agreement. Suspension or restriction for non-payment does not remove the customer’s obligation to pay outstanding amounts.

15. Plan changes, upgrades and downgrades

Customers may upgrade, downgrade or change plan depending on the options made available by SyftOS.

Upgrades take effect immediately and are charged on a pro-rata basis for the remainder of the current billing period. Upgrading does not change or extend your renewal date — your billing period and next renewal date stay the same. Downgrades also take effect immediately; the unused portion of your current plan for the remainder of the billing period is credited pro-rata to your next invoice.

Downgrades may reduce usage limits, seats, agents, integrations, runs, actions, tokens, governed changes or access to features. Customers are responsible for ensuring their workspace can operate within the downgraded limits.

16. Setup, onboarding and professional services

Fees for setup, onboarding, configuration, digital workforce design, managed implementation, consulting, training, integration work or other professional services are separate from subscription fees unless expressly stated otherwise.

Unless agreed otherwise in writing, these service fees are non-refundable once work has started or resources have been allocated. Cancellation of a subscription does not automatically cancel or refund separately agreed professional services.

17. Customer data after cancellation

After cancellation, expiry or termination, access to the workspace may be restricted or removed. Customers should export any data they need before cancellation takes effect, where export functionality is available.

On termination, customer workspace data is deleted within 30 days, subject to limited legal, audit and backup retention, as set out in the Data Processing Agreement and Privacy Notice. Because SyftOS is designed around auditability, some audit records may be retained for security, legal, compliance, dispute resolution or evidential purposes even after a workspace is closed, where legally permitted.

18. Cancellation or suspension by SyftOS

We may suspend, restrict, cancel or terminate access where reasonably necessary because of non-payment, breach of terms, prohibited use, excessive usage, security risk, legal risk, misuse, platform abuse, unauthorised access, customer insolvency, unsupported use, or operational reasons connected to early access.

Where reasonably possible, we will try to give notice before suspension or cancellation. However, immediate action may be taken where we believe there is a security, legal, platform-integrity, abuse, data-protection or third-party-service risk.

19. Changes to this policy

We may update this policy from time to time as SyftOS develops, pricing changes, billing features change, legal requirements change, or early access moves toward wider commercial launch.

The latest version applies from the date it is published or otherwise notified, unless a separate written agreement says otherwise. Material changes may be notified through the website, application, email, documentation or customer communications.

20. Contact

Questions about billing, cancellation or refunds can be sent to support@syftos.com, or to legal@syftos.com for legal matters. During our early access period, mathew@techshift.digital is the interim fallback for either of these.