Refund Policy

Last Updated: 17 August 2024

At The Synergy Group AG, we strive to provide our members with high-quality services and a positive experience. We understand that there may be occasions when a refund is necessary. This Refund Policy outlines the terms and conditions under which refunds are issued, as well as the process for requesting a refund.

1. General Conditions

1.1 Eligibility for Refunds

Refunds are typically available under the following conditions:

• Service Not Rendered: If a service you purchased through The Synergy Group AG was not provided, you may be eligible for a refund.
• Service Not as Described: If the service provided does not match the description or agreed-upon terms, you may be eligible for a partial or full refund.
• Technical Issues: If technical issues on our platform prevented the successful completion of a service, you may be eligible for a refund.

Refunds are not available for the following:

• Change of Mind: We do not offer refunds if you simply change your mind after purchasing a service.
• Usage of Tokens: Tokens earned or purchased through our platform are non-refundable and cannot be exchanged for cash.
• Partially Used Services: If you have partially used a service, refunds will generally not be available unless there is a significant issue with the service provided.

1.2 Service-Specific Refunds

Certain services provided through The Synergy Group AG may have their own refund policies. In such cases, the service provider’s refund policy will apply in addition to the general conditions outlined in this policy.

2. Refund Request Process

2.1 How to Request a Refund

To request a refund, please follow these steps:

1. Contact Us: Reach out to our customer support team via email at andre@thesynergygroup.ch or through our contact form on the website. Provide your order number, details of the service purchased, and the reason for your refund request.
2. Supporting Documentation: Include any relevant documentation or evidence to support your claim (e.g., screenshots, communications with the service provider).
3. Submit the Request: Once you have provided all the necessary information, submit your refund request. Our team will review your request and respond within 7 business days.

2.2 Review Process

Our team will review your refund request based on the information provided. We may contact you for additional details if needed. The review process typically takes 7 business days. Once the review is complete, we will notify you of our decision via email.

3. Refund Outcomes

3.1 Approved Refunds

If your refund request is approved, the following actions will be taken:

• Refund Method: The refund will be processed using the original payment method used for the purchase. If this is not possible, we will work with you to arrange an alternative method.
• Refund Amount: The refund amount will be based on the nature of the issue and the terms outlined in this policy. Full or partial refunds may be issued depending on the circumstances.
• Processing Time: Refunds typically take 7 business days to process, depending on your payment provider. Please note that it may take additional time for the refund to appear in your account.

3.2 Denied Refunds

If your refund request is denied, we will provide an explanation for our decision. In some cases, we may offer alternative solutions, such as re-performing the service or providing a credit for future use on our platform.

4. Special Circumstances

4.1 Service Provider Issues

If a service provider fails to deliver a service as agreed, we will work with you and the provider to resolve the issue. In cases where the issue cannot be resolved, we may issue a refund as per the conditions outlined above.

4.2 Disputes and Escalations

If you disagree with our refund decision, you may escalate the matter by contacting our support team. We will review the escalation and make a final determination. Further disputes may be addressed through our Dispute Resolution process outlined in our Terms and Conditions.

5. Refunds for Membership Fees

5.1 Eligibility

Membership fees for The Synergy Group AG are generally non-refundable. However, refunds may be considered under special circumstances, such as:

• Billing Errors: If there was an error in billing or a duplicate charge, a refund may be issued.
• Service Termination: If The Synergy Group AG terminates your membership without cause, a prorated refund of the remaining membership period may be issued.

5.2 Request Process

To request a refund for a membership fee, please follow the same process outlined in Section 2.1.

6. Changes to This Policy

We may update this Refund Policy from time to time to reflect changes in our practices or legal requirements. Any updates will be posted on this page, and we will notify you of any significant changes by email or through a notice on our website.

7. Contact Us

If you have any questions or concerns about this Refund Policy or need assistance with a refund request, please contact us at:

• Email: andre@thesynergygroup.ch
• Phone: +41 79 257 8028
• Address: Zumikon, Switzerland

We are committed to addressing your concerns promptly and ensuring a fair resolution for all parties involved.

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