Refunds Policy

01What this policy covers

This policy explains when charges for Sinchao are refunded. Sinchao is operated by Overflow Labs Ltd, a company registered in England and Wales under number 13324827, with its registered office at Suite 201, 16 Pepper Street, London E14 9RP, United Kingdom. The policy forms part of our Terms of Use.

02How charging works

Sinchao is charged by usage, not by seat or by month. A charge accrues each time the service processes a ticket and produces a response, a draft for review or a reply sent in takeover, at the rate agreed with you.

Usage is metered and invoiced in arrears for the period. Nothing is paid in advance.

There is no subscription, no minimum term and no cancellation fee. If you stop sending tickets, charges stop.

03Usage already consumed

Once the service has processed a ticket, the work is done and the resulting charge is not refundable. That applies whether or not your agent approved, edited or rejected the response, because the processing has taken place either way.

04Billing errors and duplicate charges

If we bill you incorrectly — a duplicate payment, the wrong rate, tickets counted twice, or usage recorded against the wrong organization — we correct it in full, with no time limit on our own error once it is demonstrated.

Please raise any query about an invoice within 30 days of its date so we can check the metering records while they are current.

05When the service fails

If a fault on our side means tickets were processed wrongly or not at all, we credit the affected usage. Where an outage materially prevented you from using the service for a sustained period, we credit the usage charged during it. A credit comes off your next invoice, or is refunded to the original payment method if the usage was already paid and your account is closing.

06Stopping

You can stop at any time by closing your account or simply by no longer sending tickets. Accrual stops immediately. Usage already accrued remains payable and is invoiced for the period in which it accrued.

07If you are a consumer

Sinchao is sold to businesses, but if you buy as a consumer you have 14 days from the day the contract is made to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

If you ask us to start the service within those 14 days, you are agreeing that we may begin, and if you then cancel you pay for the usage consumed up to the point you told us. Where the service has been fully performed within the period with your express consent, the right to cancel ends.

08Chargebacks

If something looks wrong, contact us before asking your bank or card issuer to reverse a payment — most disputes are a metering question we can answer the same week. Where a chargeback is raised, we may suspend the account until it is resolved, and we will provide the metering records to the issuer.

09Tax

Where VAT or another tax was charged on a refunded amount, it is refunded in the same proportion and the credit note reflects it.

10How to ask for a refund

Write to [email protected] from the email address on the account, naming the organization and the invoice or payment reference, and saying what you are asking us to refund and why.

• We acknowledge within 5 business days.
• Where a refund is due, we approve or explain our position within 14 days.
• Approved refunds are paid to the original payment method within 14 days of approval. How long it then takes to appear depends on your bank.

11Changes to this policy

We may update this policy. Changes apply to usage from the date they take effect, never retroactively to usage already invoiced. This version is dated 23 September 2026.