Effective Date: 4/17/2025
Last Updated: 4/17/2025

This Subscription Policy (“Policy”) governs all subscription services offered by Synapse One LLC (“Synapse One”, “we”, “us”, or “our”) through our branded D&H Cloud Marketplace and/or synapse-one.com. By purchasing or activating a subscription, you (“Customer”, “you”, or “your”) agree to comply with this Policy in full.

1. Subscription Terms

  • Subscriptions are available on a monthly or annual basis, as selected at checkout.
  • All subscriptions auto-renew unless canceled in accordance with Section 4.
  • Subscription plans, pricing, and vendor terms are subject to change. Customers will be notified of price increases at least 30 days in advance.

2. Billing and Payment

  • Subscription fees are billed in advance and are non-refundable, unless otherwise stated.
  • Payments are processed via credit card or authorized invoicing terms.
  • Late payments exceeding 5 calendar days may result in suspension or termination of services.
  • Taxes and levies (e.g., sales tax) will be applied as required by law.

3. Vendor Terms & Subscription Management

3.1 Vendor-Specific Terms

Subscriptions provisioned by Synapse One may originate from third-party providers including Microsoft, Cisco, Dropbox, BitTitan, Acronis, Proofpoint, and others. Each vendor may enforce unique terms related to:

  • Cancellation & refund eligibility
  • Renewal cycles
  • Contract durations
  • Service-level agreements

The Customer agrees to abide by these vendor-specific terms. Where applicable, Synapse One will provide direct links to the vendor’s service agreement or cancellation policy.

Example: Microsoft 365 subscriptions are governed by Microsoft’s New Commerce Experience (NCE), which allows cancellation only within the first 72 hours of activation.

3.2 Subscription Portal Access

Synapse One provides each customer with secure access to a branded cloud marketplace portal, where they may:

  • View and manage active subscriptions
  • Review billing details
  • Submit change or cancellation requests
  • Access vendor-specific documentation

Access may be revoked in cases of non-payment, misuse, or security violations.

4. Cancellations and Refunds

4.1 Cancellation Eligibility

Cancellation and refund rights are governed by the originating vendor’s terms, and may include:

  • No cancellation rights after the 72-hour window (e.g., Microsoft NCE)
  • Partial or full refunds depending on product and term
  • Limited cancellation windows for mid-term changes

Synapse One does not guarantee refunds unless permitted by the vendor or mandated by law.

4.2 Submission of Cancellation Requests

To cancel or modify a subscription:

Cancellation requests must be received at least seven (7) days prior to the renewal date unless otherwise permitted.

5. Support

  • All subscriptions include basic operational and technical support during business hours:
    Monday–Friday, 9:00 AM – 7:00 PM Central Time
  • Extended SLA and 24/7 support are available via our Premium Support plans.
  • Improper use or excessive support requests may result in additional charges.

6. Data Use and Privacy

  • Customer data is handled in compliance with Synapse One’s Privacy Policy.
  • Data necessary for provisioning and support may be shared with vendors (e.g., Microsoft) solely for service delivery.

7. Service Availability

  • Synapse One is not liable for outages caused by upstream vendors, scheduled maintenance, or force majeure.
  • Uptime commitments and SLAs vary per vendor and will be disclosed as applicable.

8. Limitation of Liability

  • Synapse One shall not be liable for indirect or consequential damages.
  • Total liability shall not exceed the subscription amount paid in the prior 12 months.

9. Governing Law

  • This Policy shall be governed by the laws of the State of Texas, USA.
  • All disputes shall be resolved in the courts of Collin County, Texas.

10. Amendments

  • Synapse One may update this Policy at any time with at least 15 days’ notice via website or email.
  • Continued use of services after the effective date constitutes acceptance of the revised terms.

If you have any questions regarding this Policy, please contact: info@synapse-one.com