Payment Policy

By transacting on SynergyWeb, you agree that SynergyWeb's payment-handling services are provided on a best-efforts basis. SynergyWeb will assist in mediating disputes but cannot guarantee outcomes. Both parties are responsible for agreeing the terms of their transaction before payment is authorised.

When a buyer initiates a project or product purchase, payment is authorised via Stripe using a manual-capture PaymentIntent. This means:

• Your card is authorised at checkout (the amount appears as pending on your statement) and the payment is captured at the point described for each flow in sections 3–5
• Once captured, the payment is held in SynergyWeb's account with its payment services provider — not on trust or in a segregated account (see section 1)
• SynergyWeb releases the payment to the seller only when the release condition is met (for example, delivery confirmation or milestone approval), or refunds you where this policy provides
• Card authorisations usually lapse after about 7 days (the exact period depends on the card network). Shop orders are charged when you place the order. For bookings and projects, the payment is taken when the booking is confirmed or the project is set up (the delivery deadline agreed, or the milestone agreement signed). If that has not happened about 5 days after the card was authorised, SynergyWeb emails both parties with the date the authorisation lapses. If it lapses, no money is taken; the buyer can pay again, and sellers should not start work until the payment shows as secured

Release triggers vary by delivery type and are detailed in sections 3–5 below. Once released, funds are transferred to the seller's connected account or payment profile. SynergyWeb deducts the applicable platform commission and the payment processor's fee on that payment before disbursement.

Seller fees: commission + payment processing, passed through at cost. Payout = sale amount − platform commission − payment processing fee. Commission is fixed at your plan's rate when the sale is made and is charged on items only. The payment processing fee is the actual fee Stripe charges on the buyer's payment — including the shipping and duty collected with it — passed through at cost with nothing added. Both are shown as separate lines on your payout emails and earnings.

Minimum listing price. Because card payments carry a fixed fee per sale, priced listings (products, services and bookings, including collab listings) and paid project or milestone amounts must be at least SGD 5, AUD 5, USD 5, EUR 5, GBP 5, CAD 5, NZD 6, CHF 5, HKD 30, CNY 30, AED 15, MYR 18, BRL 25, ZAR 70, THB 130, PHP 220, INR 330, JPY 550, KRW 5,500 or IDR 60,000. Free listings and zero-value tracking milestones are not affected.

Suppliers and contributors who receive payments through SynergyWeb are required to complete Stripe Connect onboarding. By doing so, you are subject to Stripe's Connected Account Agreement, as amended from time to time. SynergyWeb is not a party to that agreement and is not responsible for Stripe's decisions regarding your connected account.

All physical orders on SynergyWeb must be shipped using a tracked courier service. Untracked shipping is not permitted. This requirement exists to protect both buyers and sellers and to ensure delivery can be confirmed for escrow release.

For shop orders of physical goods, whether shipped via FedEx International Connect Plus (FICP) or another tracked courier:

• Step 1 — Payment: the full order value is charged to your card at checkout and held by SynergyWeb. Nothing is paid to the seller yet
• Step 2 — Shipping: the seller marks the order shipped and submits a tracking number. This notifies the buyer but does not release any payment
• Step 3 — Receipt: when the order arrives, the buyer confirms receipt in SynergyWeb
• Step 4 — 48-hour damage window: after the buyer confirms receipt, they have 48 hours to report damage, with photo evidence
• Step 5 — Release: if no damage is reported within those 48 hours, 100% of the order value (less platform commission and the payment processing fee) is automatically released to the seller

If the buyer does not confirm receipt: the payment is released to the seller automatically 14 days after the seller marks the order shipped with tracking when the parcel ships within one country (for example, within Singapore or within Australia), or 21 days when it ships from one country to another. On day 7 after shipping, SynergyWeb reminds the buyer to confirm receipt or report a problem. If the buyer reports a problem (for example, the parcel has not arrived, is damaged, or is not as described) before the payment is released, the payment is held until SynergyWeb reviews the report. An order shipped without tracking is never released automatically; the non-delivery and dispute process below applies.

Custom projects with physical delivery (section 5) follow their own confirmation rules: both the client and supplier confirm delivery; if only one party confirms, the other receives a reminder; and after 14 days without both confirmations, the delivery is referred to SynergyWeb for review and payment stays held.

FedEx service marks are owned by Federal Express Corporation and are used by permission.

Tracking number not submitted — seller deadline and dispute process: For standard products, sellers must submit a valid tracking number within 7 days of the order being placed. For made-to-order products, the seller sets an estimated dispatch window at the time of listing (visible as a "Made to Order · est. X days" badge on the product). SynergyWeb automatically sets a personalised dispatch deadline on the order at checkout based on this estimate. The buyer may raise a non-delivery dispute 7 days after the estimated dispatch deadline (or 14 days after the order date for standard products) if no tracking number has been submitted. The expected dispatch date is shown to the buyer at checkout and in their order dashboard. Sellers who anticipate a delay beyond the stated estimate must contact orders@synergyweb.app immediately to arrange an extension before the dispute window opens.

Non-delivery disputes are reviewed by SynergyWeb admin. If the dispute is approved, the order is cancelled and 100% of the order value is refunded to the buyer directly from the held escrow balance. Because funds are only released to the seller after confirmed delivery, no funds will have been released to the seller at that point. If the dispute is denied — for example where the seller provides satisfactory evidence that the order has been or will be shipped — the order remains active and the seller is required to submit tracking promptly.

SynergyWeb will send automated reminders to both buyer and seller at day 7 and day 14 where tracking has not been submitted. Sellers who repeatedly fail to submit tracking within the required period may have their accounts reviewed or suspended.

Shipping rates displayed during checkout are automatically calculated estimates provided for your convenience. They are based on destination country, package weight, the seller's registered dispatch origin, and standard economy courier rates. Rate tables are calibrated per origin where available; origins without a dedicated table use an approximation calibrated from another origin. These figures are indicative only and may not exactly reflect the actual cost charged by your courier at the time of shipment.

By proceeding to checkout, sellers acknowledge and agree to the following:

• Estimated shipping rates are provided as a convenience tool and do not constitute a guaranteed price
• If the actual shipping cost incurred by the seller exceeds the estimated amount charged to the buyer, the seller is responsible for covering the difference from their own funds — SynergyWeb will not compensate for any shortfall
• If the actual shipping cost is less than the estimated amount charged to the buyer, the seller retains the surplus — SynergyWeb has no claim over this difference
• SynergyWeb is not responsible for discrepancies between estimated and actual shipping costs, whether caused by courier rate changes, package dimensions, surcharges, remote area fees, or any other factor

Sellers may opt in to offering Delivered Duty Paid (DDP) at checkout (enabled by default in Shipping Settings) — buyers who select it prepay an estimated duties/taxes amount so their parcel is not held for payment at the border. This estimate is calculated from destination country, package value, and standard tariff assumptions. It is indicative only and may not exactly match the amount actually assessed by customs or collected by the courier at the time of import.

By enabling DDP on their listings, sellers acknowledge and agree to the following — the same allocation of risk that already applies to shipping rate estimates in §3A:

• Estimated duties and taxes are provided as a convenience tool and do not constitute a guaranteed price
• If the actual duties/taxes assessed exceed the estimated amount collected from the buyer, the seller is responsible for covering the difference from their own funds — SynergyWeb will not compensate for any shortfall
• If the actual duties/taxes assessed are less than the estimated amount collected, the seller retains the surplus — SynergyWeb has no claim over this difference
• SynergyWeb is not responsible for discrepancies between estimated and actual duties, whether caused by customs valuation, tariff classification, exchange rates, courier processing fees, or any other factor

For digital deliveries (files, designs, templates, access credentials):

• Step 1 — Authorisation: the full order value is authorised on your card at checkout
• Step 2 — Delivery: Seller delivers files via email or SynergyWeb chat, then marks the order as delivered on their dashboard
• Step 3 — Buyer confirmation: Buyer confirms receipt on their dashboard. 100% is released to the seller immediately
• Step 4 — Auto-release: If the buyer does not confirm or raise a dispute within 7 days of the seller marking delivery, 100% is released automatically

Ready-made files (instant download). When a seller attaches a ready-made file to a digital product, the file is available to download from the buyer's Orders page as soon as payment goes through, and that counts as delivery (Step 2). The 7-day window in Step 4 starts at that moment. Download links are issued only to the buyer, expire after a short time, and each download is recorded. Products made for you (custom work) are delivered by the seller as above.

Refunds after download. Because a downloaded file can't be returned, a ready-made file is not refundable once it has been downloaded, unless the file is broken, can't be opened, or is materially different from its listing. In those cases raise a problem on the order within the 7-day window and the normal dispute process applies. This does not affect any rights you have under the law that applies to you.

5(a) Starter-plan buyer — custom projects (held payment, single release). Buyers on the Starter plan may create custom projects with any on-platform supplier. Escrow applies — the full project amount is authorised and held at payment and released as a single payment on confirmed project completion. Milestone-based staged releases and off-platform supplier invites are not available on the Starter plan. Starter buyers are limited to 3 active projects at any time.

5(b) Growth / Pro buyer, Starter-plan supplier — single-payment escrow. When a Growth or Pro plan buyer creates a custom project with a Starter-plan supplier, escrow applies — the full project amount is authorised and held at the point of payment and released in a single payment on confirmed project completion. Milestone-based staged releases are not available when the supplier is on the Starter plan. The standard dispute process (§6) applies.

5(c) Growth / Pro plan buyer and supplier — milestone-based escrow. Before work begins, both the client and supplier agree a milestone schedule. Each milestone specifies a description, percentage of the total, and an amount. The agreement is signed by both parties and a reference code is issued. The client selects the project currency (USD, SGD, EUR, GBP, AUD, CAD, or HKD) at the time of project creation; the chosen currency governs the Stripe PaymentIntent and all milestone release amounts. Currency conversion fees charged by the supplier's financial institution are outside SynergyWeb's responsibility.

• The full project amount is authorised at the point of payment and held by SynergyWeb once captured
• Each milestone is released separately when both the client and the supplier mark it complete
• If only one party confirms a milestone, the other receives a nudge email within 7 days
• After 14 days of single-party confirmation with no response, a dispute is automatically raised
• Milestone percentages must sum to exactly 100%. Partial agreements are not accepted
• The milestone agreement email sent to all parties constitutes the agreed scope for dispute reference

SynergyWeb retains a copy of all milestone agreements and consent records for a minimum of 7 years for dispute resolution and compliance purposes.

5(c)(i) Project milestone contributor selection. When a custom project is linked to a collab group through the escrow integration, the project supplier may optionally designate collab members to receive shares of individual milestone releases — configured per-milestone via Project settings before the milestone is confirmed. When contributor shares are set, the milestone release fans out proportionally: each designated member receives their share via Stripe Connect. Members who have not completed Stripe Connect onboarding are notified in-app to do so; their share is held until they complete setup — no manual payout queue entry is created. The supplier receives only their designated portion. Shares must not total more than 100%; any unallocated remainder stays with the supplier. If no contributor shares are set for a given milestone, the full amount transfers to the supplier as normal. Contributor share assignments do not affect the client-facing milestone agreement or the dispute window.

Where the supplier's listing or project currency differs from the payout currency configured on the supplier's Stripe Connected Account, Stripe or the relevant payment provider may convert the payout before settlement. Any foreign-exchange spread, conversion fee, or similar charge applied on payout is borne by the supplier and is deducted from that supplier's proceeds. SynergyWeb does not set, absorb, reimburse, or top up any such conversion charge.

5(d) Growth / Pro plan — collab group milestone distribution. Collab groups on Growth or Pro plans manage work through an internal milestone system. The group owner uses the Send Agreement function on the Projects tab to generate a milestone agreement and reference code, and chooses one funding mode for the project. A formal consent record is created for the owner as supplier at the point of sending, the full milestone schedule is sent to the client and each contributor, and each contributor must individually acknowledge their agreement — including the funding-mode disclosure described below — before any milestone payment can be processed. Once all parties have signed, SynergyWeb sends a consolidated [ALL SIGNED] consent record to milestoneagreement@synergyweb.app.

5(d)(i) Escrow mode (default). The client pays SynergyWeb directly through a secure payment link in the agreement email, and the full project total is held by SynergyWeb before work begins. The owner never handles the principal. As each milestone is approved, the relevant contributor shares are released from the held balance. The owner must keep a saved payment method on file as a fallback for the rare case of a lost client chargeback; ordinary chargebacks by a good-faith client are not recovered from contributors.

5(d)(ii) Direct-collect mode (optional, managed distribution). The owner collects payment from the client directly, off-platform — SynergyWeb holds no client funds for the project and is not liable for payment between the owner, contributors, and client. SynergyWeb still performs distribution as a paid service: at each approved milestone it charges the owner's saved payment method for that milestone and pays out each contributor's share. This mode requires a saved payment method on file and the explicit consent of every profit-share contributor to a liability waiver. If the owner's payment method cannot be charged, the payout cannot be made, no funds are advanced, and SynergyWeb is released from liability for that payout; the owner and every affected contributor are notified that the payout is on hold. The owner must keep a valid payment method on file — further milestone approvals are blocked if the card is removed mid-project.

5(d)(iii) Escrow limits and account standing. To protect all parties, each escrow project is subject to a per-project funding limit based on the owner's account standing; owners with an established track record of completed projects qualify for a higher limit, and higher-value projects can be approved on request. In addition, if an owner has an outstanding balance owed to SynergyWeb arising from a previously lost client chargeback, the ability to open new escrow projects is paused until that balance is cleared — it is recovered automatically from the owner's future payouts, or may be settled directly. Existing in-progress projects are unaffected.

5(d)(iiiA) Repeat no-fault card disputes on collab escrow projects — capped owner exposure and review. In escrow-mode collab projects, SynergyWeb may classify a lost client card dispute by reference to the available evidence, including whether it appears to arise from owner fault, contributor or owner collusion, unauthorised card use, or another no-fault or good-faith scenario. Where SynergyWeb reasonably determines that a lost dispute falls into a no-fault or good-faith category but the owner nevertheless received the economic benefit of the project, SynergyWeb may recover the relevant amount from the owner. For this no-fault or good-faith category only, SynergyWeb may apply a rolling cumulative recovery cap per owner over a stated review period. If a further no-fault recovery would cause that cap to be exceeded, SynergyWeb may limit further recovery at the cap and may place the owner's account into a review or suspended-risk state pending assessment. During that review, the owner may be restricted from opening new paid collaborative projects. Existing funded projects and accrued contributor entitlements are not automatically cancelled solely by reason of that review. This capped treatment does not apply where SynergyWeb reasonably determines that the dispute arose from fraud, collusion, misrepresentation, owner fault, or another cause for which full recovery remains appropriate.

When the owner marks a milestone as approved, the following sequence applies (both paid modes):

• Before the agreement can be sent to the client, all profit-share contributors must confirm their participation via the Participation Consent section in the collab's Payment Settings. Contributors are notified automatically when consent is requested.
• A contributor's stated profit-share percentage is shown before the platform commission for their own plan, which is deducted from each payout. This is disclosed at the consent gate and itemised (gross share − commission = net) on every payout.
• In escrow mode, the milestone share is released from the funds already held by SynergyWeb. In direct-collect mode, SynergyWeb charges the owner's saved payment method for the milestone; if no payment method is on file or the charge fails, the owner and all affected contributors are notified and the payout is held until payment succeeds.
• A 48-hour dispute window opens immediately after approval. All designated contributors receive a notification that payment will auto-release at the end of this period.
• During the 48-hour window, any collab member may freeze the release by submitting a reason. A frozen milestone is placed in the admin review queue and no funds are moved until the review is resolved.
• Contributors may raise a non-payment dispute from the milestone card if the owner has not approved a submitted milestone within a reasonable time. Disputes are reviewed by SynergyWeb admin and escalated to the owner if upheld.
• If a submitted milestone remains unapproved for more than 7 days, SynergyWeb's automated health monitor flags it for admin review and sends a reminder to the owner.
• If no freeze is raised, funds are released automatically after 48 hours — no action is required from contributors.
• Contributors with a complete Stripe Connect account receive an automatic direct transfer to their connected account after platform commission and their share of the payment processing fee are deducted.
• Contributors without a complete Stripe Connect account are notified in-app to complete Stripe Connect onboarding at Payment Settings. Their share is held until they complete setup.

Owner-risk reserve on contributor payouts. For collab escrow projects, SynergyWeb may apply a temporary reserve to some or all contributor milestone payouts where the project owner's risk profile indicates elevated dispute or recovery risk. This reserve is assessed by reference to the owner's account standing and dispute history for the relevant review period, not solely the contributor's own history. For example, a reserve may apply where the owner is new, has limited completed-project history, or has recent lost disputes or unpaid negative balances. Where a reserve applies, the affected portion of the contributor's payout is held for the stated reserve period and then released automatically if no dispute, reversal, compliance hold, or other intervention arises during that period. The applicable reserve percentage and hold period may vary by risk tier and may be updated prospectively by SynergyWeb acting reasonably, having regard to actual dispute experience, fraud prevention, recovery risk, and platform integrity. By participating in a collab escrow project, contributors acknowledge that a temporary reserve may apply to their payout by reference to the owner's risk tier because the owner controls project scope, milestone approval, and the client relationship giving rise to the payment risk being managed.

5(d)(iv) Collab service bookings — payment held until the session. For paid collaborative service bookings (a scheduled session delivered by two or more contributors), your payment is authorised and captured once all contributors accept the booking, subject to successful payment processing. The payment is then held by SynergyWeb until the session is delivered — it is not paid to the contributors in advance. Funds are released to the contributors at the earlier of: (a) your confirmation, after the session, that it took place; or (b) automatically after a short operational holding period (currently around three days) after the scheduled session time if you neither confirm nor report a problem. If you report a problem before release, the payout is paused while SynergyWeb reviews it. A report must describe the alleged non-delivery, material lateness, material non-performance, or other material issue with reasonable detail and any supporting evidence then available. SynergyWeb may disregard duplicate, abusive, or clearly unsupported reports. Where our records show that a user has confirmed in-platform, after the session, that it took place, SynergyWeb may rely on and disclose that confirmation, together with other relevant transaction and platform records, in connection with any related payment dispute, chargeback, inquiry, or review. Release timing is a good-faith aim and may be adjusted if a session is rescheduled or where reasonably necessary for operational, compliance or dispute-resolution purposes. As with all held payments, funds are held in SynergyWeb's Stripe account until release; they are not held in a separate trust or segregated account (see section 1).

5(d)(v) Collab milestone shipments — tracking is informational, and shipment payouts are held until receipt. A collab milestone may include physical items shipped by one or more contributors, each entering their own tracking. SynergyWeb surfaces this tracking for your convenience but does not verify or guarantee that any item has been shipped or delivered — including where a tracking number cannot be validated; the rollup is contributor-reported information, not a SynergyWeb confirmation. Approving a milestone authorises release of payment, and that decision is the owner's: SynergyWeb operates the escrow and facilitates the release you authorise but does not verify, confirm, or guarantee the underlying deliverable (physical goods, digital work, or services). If an owner manually marks a shipment delivered, that is recorded as the owner's own attestation, not SynergyWeb verification. During SynergyWeb's initial launch period, payouts on milestones that include physical shipments are held by SynergyWeb and released once the client confirms receipt (rather than on the standard dispute-window timer); contributors are told of this possible delay before they ship, the amount they receive is unchanged, and funds remain held in SynergyWeb's Stripe account until release. Nothing in this paragraph excludes or limits any rights you have under applicable consumer law that cannot be excluded.

5(e) Transaction limits and account standing (all paid activity). To protect all parties, the limits and standing rules described in 5(d)(iii) apply across the platform — not only to collab projects but also to individual escrow projects, shop orders, and service bookings. Each transaction is subject to a per-transaction limit based on the seller's account standing and other objective risk factors, including account age, completed sales history, dispute history, chargeback history, verification status and unpaid negative balances; sellers with an established track record of completed sales may qualify for a higher limit, and higher-value transactions may be approved on request at SynergyWeb's discretion (paymentpolicy@synergyweb.app). New sellers are additionally subject to a cumulative exposure cap until they build that track record. In addition, if a seller has an outstanding balance owed to SynergyWeb from a previously lost dispute or chargeback, the ability to take new paid activity may be paused where that balance is significant or has not been paid down — it is recovered automatically from the seller's future payouts, or may be settled directly (disputes@synergyweb.app). A small balance that is actively being recovered does not, by itself, pause new activity. These limits and thresholds are reviewed periodically against real transaction data and may be adjusted by SynergyWeb from time to time, acting reasonably and having regard to transaction risk, compliance requirements and platform experience.

5(f) Lost card disputes on multi-seller orders — how a recovery is shared. A single shop order may contain items from more than one seller, and each seller is paid only its own share of that order. If SynergyWeb loses a card dispute initiated by a buyer in relation to such an order, any amount that SynergyWeb is entitled to recover will be allocated fairly among the sellers involved. No seller will be pursued for more than its own share of the disputed amount.

Where SynergyWeb reasonably determines, based on the available transaction, fulfilment, communications and dispute evidence, that a particular seller's item materially caused the loss, the recoverable amount may be allocated to that seller, subject to the limit above. If SynergyWeb cannot reasonably make that determination, the recoverable amount may be allocated proportionately by reference to the net amount paid to each seller for the order.

Where the dispute concerns an unauthorised transaction and SynergyWeb reasonably determines that it was not caused or facilitated by any seller, SynergyWeb will generally not seek recovery from the sellers, subject to the applicable seller terms, payment processor requirements and applicable law. Any amount owed may be recovered using the methods described in the applicable seller terms and dispute provisions, including by reversing a transfer where possible, deducting the amount from future payouts or using another authorised recovery method. This allocation methodology is applied in good faith and may be amended prospectively as SynergyWeb reviews actual dispute data.

5(g) Individual service bookings — payment held until the session. For paid service bookings with a single creator (not delivered through a collab group), your payment is authorised and captured once the creator confirms the booking, subject to successful payment processing. The payment is then held by SynergyWeb until the session is delivered — it is not paid to the creator in advance. Funds are released to the creator at the earlier of: (a) your confirmation, after the session, that it took place; or (b) automatically after a short operational holding period (currently around three days) after the scheduled session time if you neither confirm nor report a problem. If you report a problem before release, the payout is paused while SynergyWeb reviews it. A report must describe the alleged non-delivery, material lateness, material non-performance, or other material issue with reasonable detail and any supporting evidence then available. SynergyWeb may disregard duplicate, abusive, or clearly unsupported reports. Where our records show that a user has confirmed in-platform, after the session, that it took place, SynergyWeb may rely on and disclose that confirmation, together with other relevant transaction and platform records, in connection with any related payment dispute, chargeback, inquiry, or review. Release timing is a good-faith aim and may be adjusted if a session is rescheduled or where reasonably necessary for operational, compliance or dispute-resolution purposes. As with all held payments, funds are held in SynergyWeb's Stripe account until release; they are not held in a separate trust or segregated account (see section 1). This clause mirrors 5(d)(iv) for the single-creator case; where a booking is delivered by two or more collab contributors, 5(d)(iv) applies instead.

Revenue Model — Group Revenue vs Private Revenue. Each collab project, service listing, and product listing may be configured with one of two revenue models. Under Group Revenue, proceeds are distributed according to the collab's active profit-share agreement (finalised splits), which applies equally across all group revenue — including collab milestone payments, collab service bookings, and collab shop product sales. Under Private Revenue, the project owner or listing contributor defines a specific per-member split (percentage per named member) that overrides the group agreement for that item only. Item-level profit share overrides (configured in the Revenue tab) take the highest precedence, followed by the private split, then the group agreement. All models remain subject to the standard 48-hour dispute window and fraud safeguards described above.

Collab service bookings and collab shop product sales — revenue distribution. When a collab service booking is confirmed by all contributors and payment is captured, SynergyWeb automatically fans the booking revenue out to each split member via their connected Stripe account (net of platform commission and each member's share of the payment processing fee). Similarly, when a collab shop product order is released (held until delivery for physical goods, buyer confirmation for digital goods), proceeds are distributed proportionally across the applicable splits. Members without a complete Stripe Connect account at the time of release are notified in-app to complete Stripe Connect onboarding at Payment Settings. Their share is held until they complete setup — no admin queue entry is created.

Profit-share vesting. Collab agreements may enable vesting, which causes each member's profit-share entitlement to unlock gradually over a defined number of months rather than immediately upon agreement approval. Vesting progress is calculated once daily at 01:00 UTC. A member's effective split on any given milestone payment or revenue distribution is their currently unlocked percentage — which starts at 0% on the day the agreement is approved and reaches the full contracted percentage after the vesting period expires. Members whose profit share has not yet unlocked receive no payment for that distribution; unvested amounts remain within the collab's held balance. Vesting state can be reviewed on the Revenue tab of the collab dashboard.

Zero-value (tracking-only) milestones. A collab milestone with a payment value of zero is treated as an internal progress-tracking step only. No payment is collected from the client and no distribution is made to contributors. Starter-plan collab groups operate exclusively in this mode — all project milestone records created by a Starter-plan group owner are tracking-only regardless of any amount entered. No client-facing payment agreement email is sent for Starter-plan collab projects; contributors receive an in-app notification that a tracking record has been created.

The following summarises which payment arrangements are available on each plan tier. By using SynergyWeb you acknowledge and accept the limitations applicable to your plan.

Damage reports (physical orders): The buyer has 48 hours after confirmed delivery to submit a damage report with mandatory photo evidence. The seller then has 48 hours to approve or reject the report.

• Approved: the full payout is held by SynergyWeb pending SynergyWeb review — no funds are released to the seller until the review is resolved
• Rejected: the case is automatically escalated to disputes@synergyweb.app for manual mediation
• All dispute emails copy disputes@synergyweb.app for tracking

Non-delivery disputes: If a standard tracked order has no dual confirmation after 14 days, or if a digital order has no buyer response after 7 days and the buyer later contacts SynergyWeb claiming non-delivery, the case is reviewed manually. Raise issues immediately at disputes@synergyweb.app.

Mediation timeline: SynergyWeb aims to respond to escalated disputes within 2 business days. Resolution may take longer depending on evidence provided by both parties.

Shop orders — before shipping. A seller may cancel a shop order before marking it shipped; the buyer is then refunded in full automatically. A buyer may request cancellation before the order is shipped; if the seller accepts, the order is cancelled and the buyer is refunded in full automatically, and if the seller declines, the order proceeds.

Limits on buyer cancellations. Each buyer may have up to two cancellation requests accepted in any 90-day period. Further requests in that period are reviewed by SynergyWeb instead of the seller; if SynergyWeb approves one, the buyer is refunded in full, and if not, the order proceeds. Accounts that request three or more cancellations within 30 days, and sellers who cancel three or more orders within 30 days, are reviewed by SynergyWeb.

After shipping. Once an order has been shipped, a cancellation or return is not refunded automatically: it is reviewed by SynergyWeb (contact disputes@synergyweb.app), and the payment stays held until that review is complete. Upon cancellation:

• If no payment was captured: the full authorisation is released immediately and no charge is made to the buyer
• If payment was captured and held by SynergyWeb and the order had not been shipped: a full refund is issued automatically to the buyer’s original payment method. Because seller payouts only occur after delivery, no funds will have been released to the seller at that stage
• If the order is cancelled following admin approval of a buyer non-delivery dispute: 100% of the order value is refunded to the buyer from the held escrow balance
• Payment processing fee on refunds: buyers are always refunded in full, but the payment processor does not return the fee it charged on the original payment. Where a refund results from a seller’s cancellation, rejection or non-delivery and the seller has not yet been paid for that sale, the fee is recorded as a balance on the seller’s account (shown in Payment Settings, with the order it relates to) and deducted from their next payout. If the seller has already been paid, the fee was already deducted from that payout and is not charged again. SynergyWeb bears the fee where the refund results from an error by SynergyWeb or from a platform safety system, and reimburses it if it was already deducted. SynergyWeb also bears the fee where the order is cancelled at the buyer’s request before shipping (accepted by the seller or approved by SynergyWeb)
• In the rare case that funds were already paid out to a seller (e.g. cancellation after delivery confirmation, resolved via admin review), SynergyWeb will recover those funds by reversing the Stripe transfer or, where that is not possible, from the supplier’s saved payment method per their supplier agreement

SynergyWeb reviews all escalated disputes. Where evidence clearly supports the buyer, SynergyWeb reserves the right to:

• Issue refunds to buyers from the platform
• Recover equivalent funds from the supplier — first by reversing the Stripe payout transfer where possible, otherwise from the supplier's saved payment method, as authorised in their supplier agreement
• Suspend or terminate supplier accounts where fraud, misrepresentation, or wilful non-delivery is established

Suppliers consent to this process at onboarding by completing the Payment and Dispute Agreement and saving a payment method. Recovery of the order amount will not exceed the order value; the card dispute fee described below is separate. Where funds are recovered by reversing a payout that is still in the supplier's Stripe balance, the reversal is made straight away, because those funds may otherwise be paid out to the supplier's bank, and the supplier is notified by email at the same time. Before any charge to a supplier's saved payment method, the supplier is notified by email at least 48 hours in advance. Suppliers have the right to appeal any recovery by contacting disputes@synergyweb.app.

Card dispute fee. If a buyer's card dispute is decided against a sale because the item was not received or was not as described, the card network's dispute fee (currently S$15 per dispute, charged to us by Stripe) is passed on to the seller at cost and deducted from their payouts. We email you at least 48 hours before the deduction. Disputes for card fraud are never passed on. This applies to disputes opened on or after 10 November 2026.

Suppliers are required to save a payment method at onboarding before accepting orders on SynergyWeb. This saved payment method is used solely for the following purposes:

• Dispute resolution deductions where SynergyWeb has determined, following a review, that the supplier is at fault
• Recovery of funds previously released to a supplier who subsequently cancelled the order

SynergyWeb does not charge supplier payment methods for any other purpose. Suppliers are notified by email at least 48 hours before this payment method is charged, giving them the opportunity to resolve the matter directly. All deductions are logged in the platform audit trail and can be reviewed by contacting disputes@synergyweb.app.

SynergyWeb Growth and Pro plans are recurring subscriptions that renew automatically at the end of each billing period (monthly or quarterly) until cancelled. By proceeding to payment, you authorise SynergyWeb to charge your saved payment method for the applicable plan fee on each renewal date.

• You will be charged the same amount on each renewal date unless you change or cancel your plan before that date
• Renewal charges appear on your statement as "SynergyWeb" via Stripe
• You will receive an email reminder at least 3 days before each renewal charge
• Cancelling stops the next renewal — your plan features remain active until the end of the current paid period
• No partial or pro-rata refunds are issued for mid-period cancellations
• Upgrades take effect immediately; you are charged the prorated difference for the rest of the current billing period
• Downgrades, cancellations to Starter and changes between monthly and quarterly billing take effect at the end of the current billing period

To cancel your subscription at any time, go to Settings → Manage Billing in your account. You can also contact billings@synergyweb.app and we will process the cancellation within one business day.

To the fullest extent permitted by applicable law:

• SynergyWeb is not liable for loss or damage arising from disputes between clients and suppliers
• SynergyWeb is not liable for delays in payment release caused by Stripe, banking systems, or third-party courier confirmation delays
• SynergyWeb is not liable for FedEx delivery data inaccuracies that affect the delivery confirmation trigger
• Shipment tracking shown on a collab milestone is contributor-reported and is surfaced for convenience only — SynergyWeb does not verify or guarantee shipment or delivery, and the decision to approve a milestone and release payment rests with the collab owner
• SynergyWeb is not liable for any discrepancy between the estimated shipping rate displayed at checkout and the actual shipping cost incurred by the seller — sellers bear full responsibility for covering any shortfall
• SynergyWeb is not liable for any discrepancy between the estimated duties/taxes (DDP) displayed at checkout and the actual customs charges incurred — sellers who enable Duties Prepaid bear full responsibility for covering any shortfall
• SynergyWeb is not responsible for the quality, fitness for purpose, or legality of goods or services exchanged
• SynergyWeb's total liability in any dispute on an escrow transaction is limited to the platform commission received on that transaction
• SynergyWeb's total liability in respect of any manual settlement collab group transaction (Starter-plan collab group) is zero — SynergyWeb is not a party to and has no involvement in the payment flow for such transactions
• SynergyWeb is not liable for losses suffered by contributors in a manual settlement collab group arising from non-payment, underpayment, or disputes with the group owner
• Nothing in this policy limits liability for fraud, gross negligence, or death and personal injury caused by SynergyWeb

This policy is governed by Singapore law. Disputes arising from this policy shall be subject to the exclusive jurisdiction of the courts of Singapore.

For questions about this policy, contact paymentpolicy@synergyweb.app or visit our Privacy Policy for information on how we handle your personal data.