Legal

14-Day Satisfaction Guarantee

For most purchases, we offer a 14-day refund window. If, for any reason, you are not completely satisfied with a purchase, you may request a refund within 14 days of the transaction date. We will honor such refund requests provided the service or credits purchased have not been substantially used or consumed. This guarantee is meant to give new users peace of mind — if Cynosure isn't a good fit, you shouldn't feel stuck.

Unused Credits or Services

If you purchased a bundle of participation credits or a similar one-time digital product, and you have not used any or most of those credits, you are eligible for a full or pro-rated refund (depending on usage) when requested within the 14-day window. For example, if you bought 100 credits and only used 5, we can refund you for the remaining unused portion if requested timely.

Membership Subscriptions

If you subscribe to a recurring membership (e.g., a monthly or annual supporter plan), you may cancel at any time.

• If you cancel within the first 14 days of a new billing period (especially for annual plans), you may request a refund for that period. For annual plans, we will refund the full amount if cancellation is within 14 days of the start; for monthly plans, we'll refund the current month if within the first 14 days.
• If you cancel after 14 days into an annual plan, we may offer a pro-rated refund for the unused full months remaining, at our discretion. Monthly plans canceled after 14 days typically continue until the end of that month and are not refunded (since half the month has passed, we assume value was received). We do this to be fair to both parties.

No Refund Situations

There are a few cases where refunds would not generally be provided:

• If you violate our Terms of Service and we terminate your account, you are not eligible for a refund of any unused credits or remaining subscription time (this is because the termination is due to misconduct).
• If the refund request comes after the 14-day window and the service has been delivered as described, we reserve the right to decline the refund. However, you can still cancel future renewals to avoid further charges.
• If you have substantially used the service in a way that consumed its value (e.g., you spent all your credits or heavily used a feature throughout the period), a refund might not be granted, as the product was essentially utilized.
• Donations or tips (if any) made to other users or to the platform are generally non-refundable unless there was a technical error.

Technical Issues / Platform Errors

If a technical glitch on our side (or payment processor side) caused you to be charged wrongly or prevented you from using what you paid for, we will of course correct that. This may involve a refund or crediting you additional service time/credits once the issue is resolved. For example, if you paid for a premium feature that was then unavailable due to downtime, we can extend your subscription or refund that period.

Contact Support

The fastest way is to email us at billing@cynosure.life (or use our contact form on the website under "Billing/Refunds"). You can also submit a refund request directly from your account settings. Please include the email associated with your account, the date and amount of the charge, and the reason for your refund request. You don't have to give a detailed reason if you simply weren't satisfied — but feedback is always appreciated to help us improve.

Verification

For your security, we might need to verify your identity or ownership of the account/purchase. This could involve confirming some info about your account or transaction.

Resolution Timeframe

We aim to review and process refund requests promptly. Please allow up to 5-7 business days for us to investigate the request (often it's much quicker). We will reply via email to let you know if the refund is approved or if we need more info.

Refund Method

If approved, refunds will be issued to the original payment method you used. For example, if you paid with a credit card through Stripe, the refund will be credited back to that same card via Stripe's system. We cannot typically send it to an alternate account for security reasons. Once a refund is processed on our end, it may take a few business days for your bank or card issuer to reflect the credit (timing can vary depending on their policies, usually 5-10 business days max).

Confirmation

We will send you a confirmation email when the refund has been issued from our system. If you don't see the refund on your statement after a reasonable time, please contact us again and we'll help follow up.

One-Time Courtesy

If you have requested and received a refund, and later decide to purchase again, note that we reserve the right to decline repeated refund requests. In other words, the 14-day guarantee is intended as a good faith gesture. Abuse of it (e.g., repeatedly using a service heavily then asking for a refund) may lead us to refuse future refunds for that user.

Chargebacks

We prefer to work with you directly on any issues. If you dispute a charge with your bank or credit card (a "chargeback") without contacting us first, the process can take longer and be more complicated. We encourage you to reach out to us to resolve any billing problems amicably. We're a small mission-driven project and we'll do our best to make things right.

Changes to Services

If we significantly change or discontinue a paid feature you've already paid for, and you are adversely affected, we will either provide the equivalent value through an alternative or offer a pro-rated refund. For instance, if you paid for a year of a certain membership tier and midway we merge it into a free feature or remove it, we'll ensure you're not out-of-pocket for the change.

Refunds for Promotional Credits

If you received bonus credits or promotional months (e.g., as part of a sale or grant), those have no cash value and are not refundable. Refunds will only cover what you actually paid.