Cancellations and Refunds
Updated 2026-10-26 · Service operator: MetaSyntra · support@metasyntra.com
Free and sandbox access
Free accounts require no card. A checkout labelled sandbox or test uses test money and does not create a real customer charge. Paid plans become available only when live payment setup is enabled.
Subscriptions
When Pro is available, the Plans page shows the current subscription price and allowance. Checkout confirms the price, tax if applicable, frequency and billing terms before you pay. Pro renews until cancelled. Open Plans & billing → Manage subscription to cancel renewal. Access normally continues through the already-paid period. Closing the account instead removes saved data and requests immediate cancellation.
One-time analysis credits
The Plans page and checkout show available one-time analysis credits and their price. Credits are used after the monthly included allowance and do not expire while the account remains open. An accepted run consumes quota or a credit even if it fails or is cancelled. An allowance reset by an administrator is not a refund and does not restore spent credits.
Requesting help or a refund
If a charge appears incorrect, duplicated or unauthorised, or a service failure prevented delivery, use the contact form with the account email and a receipt or transaction reference. Do not send card numbers, passwords or patient data. We review refund requests individually, verify relevant account and payment information, and explain the outcome. Cancellation alone does not automatically issue a refund.
Where consumer law gives you cancellation, withdrawal, refund or other remedies, those rights take priority over this policy. This policy does not state that all payments are non-refundable or waive any statutory cooling-off rights. Provider processing times can affect when an approved refund appears.
Prepaid MetaSyntra AI credit
Available AI credit packs and prices are shown in Plans & billing. Unused balance remains available while the account is open. Completed hosted-AI requests deduct the amount shown in Plans & billing; failed requests without provider-reported usage release their reservation. If an AI-credit payment is refunded or disputed, unused credit attributable to that purchase is removed. Credit already consumed by delivered provider work is reviewed with the refund request and applicable consumer rights.