Refund & Cancellation Policy

Commly Professional offers A La Carte module subscriptions, each granting access to a specific set of communication tools. This page explains how cancellations, access changes, and refund requests are handled.

We aim to be fair, transparent, and genuinely helpful. If you have any questions or concerns, please contact admin@symos.net before cancelling — we would rather resolve a concern than lose a user.

• —Each module is a separate subscription granting access to a specific capability within Commly Professional.
• —Modules are billed independently on a recurring basis (monthly or annually, depending on the plan selected at checkout).
• —You can hold multiple active module subscriptions simultaneously.
• —Billing for each module renews automatically at the start of each billing period until cancelled.
• —All billing is processed securely by Stripe. Symos Ltd does not store or handle payment card details.

• —You can cancel any module subscription at any time through your account using the "Manage Subscription" option.
• —This opens the Stripe customer portal, where you can view, modify, or cancel individual module subscriptions.
• —Cancellation takes effect at the end of your current billing period.
• —You retain access to the cancelled module until that date.
• —Cancelling one module does not affect other active module subscriptions.
• —If you encounter any difficulty cancelling, contact admin@symos.net and we will assist promptly.

• —Module access is removed at the end of the billing period in which you cancel.
• —No data is deleted immediately on cancellation — your account remains accessible.
• —Account and authentication data are retained for 12 months following account closure, then deleted.
• —Communication content is never stored, so there is no content associated with your account to remove.

That said, we review all refund requests individually and aim to be reasonable:

• —Technical failure: if a module fails to function as described and we cannot resolve it within a reasonable timeframe, we will provide a full or partial refund for the affected period.
• —Accidental purchase: if you contact us within 48 hours of an unintended charge and have not actively used the module, we will consider a refund at our discretion.
• —General dissatisfaction: we encourage you to contact us before cancelling — we may be able to resolve your concern directly. Refunds for general dissatisfaction are assessed fairly on a case-by-case basis.

The following situations may be eligible for manual review and full refund resolution:

• —Accidental duplicate purchases of the same module within a short window.
• —Duplicate module subscriptions created due to a technical or payment processing error.
• —Unintended repeat billing caused by a fault in the checkout or subscription renewal process.
• —Any charge that cannot reasonably be attributed to deliberate user action.

To request a review, contact admin@symos.net with your account email and a brief description of what happened. We will investigate and respond within 2 business days. Where a technical error is confirmed, a full refund will be issued promptly.

For any billing, cancellation, or refund enquiry, contact us at admin@symos.net. We aim to respond within 2 business days.

Symos Ltd  ·  71–75 Shelton Street, Covent Garden, London, WC2H 9JQ