Legal
Refund Policy
Cancelling a subscription and asking for a refund.
Last updated: 4 October 2026
1. What this covers
This policy covers Personal and Team licences bought online, once online purchase opens. Until then, and for Organization Server licences, a licence sold by quotation follows the terms of its quote or order.
2. Cancelling
Online licences are yearly subscriptions that renew automatically. You can cancel at any time from your account; cancelling stops the next renewal, and your licence keeps working until the end of the year you have paid for. Outside the 14-day window below, we do not refund the unused part of a year.
If a renewal payment fails, your licence keeps working while our payment provider retries your card, for up to 14 days. If the subscription ends, buying again starts a new subscription with a new serial number.
3. 14-day refunds
You can ask for a refund within 14 days of any payment: your first purchase, a yearly renewal, or added seats. Email support@sanadhq.app from the address you bought with, and include your order number or serial number.
The refund excludes the payment processing fee charged on your order. That is the fee our payment provider keeps on every sale and does not return when a sale is refunded, usually around 7–8% of a yearly purchase and more on small amounts. It is calculated from our payment provider’s published rates, and we tell you the amount before the refund is made.
Refunds go back to your original payment method. Your bank may take 5–10 business days to show it.
4. What happens to your licence
When your first purchase or a renewal is refunded, the licence it paid for is cancelled, usually stops working on your devices within a day, and the subscription is cancelled. When added seats are refunded, only those seats are removed.
5. Payment disputes
If you dispute a charge with your bank instead of contacting us and the charge is reversed, the licence is cancelled. Please contact us first; it is usually resolved faster.
6. Team seats
Seats you add are charged for the rest of the current year only. Removing seats takes effect at the next renewal, with no refund for the rest of the year.
7. Your legal rights
Nothing in this policy limits any rights you have under the consumer protection law that applies to you.