1. Paddle Merchant of Record
Paddle is the Merchant of Record for all Paddle transactions. Paddle manages payment support, refund processing, applicable transaction tax adjustments, and issues customer receipts for those transactions. Do not file duplicate app-owned Taiwan eGUI or tax requests for Paddle transactions.
2. Subscription Refunds
Customers may request a refund for a recent subscription payment when the product was not usable or a billing mistake occurred. Refund requests are subject to the terms of the Merchant of Record. Approved subscription refunds may reduce or revoke the related workspace credit grant.
3. Top-up Credits
Purchased top-up credits are intended for immediate workspace use. Refunds for unused top-up purchases may be considered through Paddle support or Diregen support. Credits already consumed by AI generation are generally not refundable.
4. How to Request Help
Use the Paddle receipt, Paddle customer portal, or contact our support team at support@synapse.dev for billing assistance. Please include your workspace ID and transaction details in your request.