Effective date: August 30, 2020
Refund, cancellation and return policy
Sonentra provides digital infrastructure, subscriptions, API access and business services. We do not sell physical goods through our standard platform, so physical-product returns do not normally apply. This policy explains subscription cancellations, billing corrections and refund requests.
Subscription cancellation
You may request cancellation of a recurring subscription before the next renewal date by contacting support@sonentra.com. Once cancellation is confirmed, future renewals will stop. Unless otherwise agreed, access may remain available through the end of the already-paid billing period.
Eligible refund reviews
Please contact us within 7 days of the relevant charge if you believe:
- you were charged more than once for the same transaction;
- the amount charged differs from the authorised invoice or agreed amount;
- you were charged after a cancellation that had already been confirmed before renewal;
- a payment was taken for a service that Sonentra did not provide; or
- another clear billing error occurred.
Non-refundable services
Unless required otherwise by applicable law or agreed in writing, the following are generally non-refundable once started, consumed or delivered: completed subscription periods, setup fees, onboarding, migrations, custom development, implementation work, consulting, technical integration work and other bespoke services.
How to request a refund
Email support@sonentra.com with your company name, invoice or transaction reference, payment date, amount and a clear explanation of the issue. Do not email full card details or CVV information.
Review and processing
We may request reasonable information needed to verify the transaction and service status. If a refund is approved, it will normally be returned to the original payment method where available. Processing time after approval may depend on the payment provider, bank or card network.
Chargebacks and disputes
We encourage customers to contact us first so that legitimate billing issues can be investigated quickly. Nothing in this policy removes rights that cannot be waived under applicable law.
Contact
Refund and billing enquiries: support@sonentra.com
Business address:
5830 E 2nd St, Ste 7000 #29084, Casper, WY 82609, United States