This Refund & Cancellation Policy explains how subscriptions to the Sendara Service are cancelled and when refunds are available. It is part of, and should be read together with, our Terms of Service. Capitalized terms have the meaning given in the Terms.
1. Billing through our merchant of record
Payments for the Service are processed by Polar (Polar Software Inc.), which acts as the merchant of record. Polar is the seller of record for your purchase, issues your receipt and invoice, and handles payment disputes and chargebacks. As a result, some aspects of billing (including the mechanics of processing an approved refund and any payment-dispute process) are governed by Polar's buyer terms presented at checkout, in addition to this policy. Where this policy and the merchant of record's required terms conflict on a payment-processing matter, the merchant of record's terms control for that matter.
2. Cancelling your subscription
You can cancel your subscription at any time from your account billing settings, or by emailing [email protected]. When you cancel:
- your subscription remains active until the end of the current paid billing period, and is not renewed thereafter;
- you keep access to your plan's features through the end of that period; and
- you will not be charged for any subsequent billing period, subject to any metered overage already incurred (see below).
3. Refunds
Subscription fees are generally non-refundable. Cancelling stops future renewals. It does not, by itself, refund amounts already paid for the current period. We do not provide cash refunds for partial billing periods or unused volume, except where required by applicable law or expressly stated in this policy. A credit that Polar calculates as part of an immediate plan change is a billing adjustment, not a cash refund.
We may, at our discretion, grant a refund, for example for a duplicate charge, a verified billing error, or a service failure attributable to us. Approved refunds are processed by the merchant of record back to your original payment method.
4. Metered overage is non-refundable
Usage above your plan's included volume is billed as metered overage. Because overage reflects email actually processed and dispatched through the Service, metered overage charges are non-refundable once incurred, including after cancellation. To avoid unexpected overage, monitor your usage in the dashboard and upgrade your plan as needed.
5. Annual plans
Annual plans are paid in advance for a twelve-month term at a discount. Cancelling an annual plan stops renewal at the end of the term. Annual fees already paid are non-refundable except where required by law or expressly agreed in writing.
6. Plan changes and the retired free tier
The Service is offered on paid plans only. The previous free Hobby tier has been retired. Upgrades and downgrades take effect immediately. Polar prorates the plan change and applies the resulting charge or account credit for the remainder of the current billing period.
7. Payment disputes and chargebacks
Because Polar is the merchant of record, payment disputes and chargebacks are handled through Polar. We ask that you contact us first at [email protected] so we can resolve billing issues directly. Most can be sorted out faster that way. Initiating a chargeback without contacting us may result in suspension of your account pending resolution.
8. Statutory consumer rights
Nothing in this policy limits any non-waivable refund or cancellation rights you may have as a consumer under the law of your place of residence (for example, statutory withdrawal or "cooling-off" rights in certain jurisdictions). Those rights apply in addition to this policy.
9. Changes to this policy
We may update this policy from time to time. The version in effect at the time of your purchase governs that purchase. Material changes will be posted with a new effective date.
10. Contact
Questions about billing, cancellation, or a refund? Email [email protected].