Refund Policy

1. Introduction

At Documentra, we want you to be completely satisfied with our AI-powered document builder and editing service. This Refund Policy outlines the circumstances under which refunds may be issued for subscriptions and services purchased through our platform.

All payment processing is handled by Paddle, our Merchant of Record. Refund requests are subject to the terms outlined in this policy and Paddle's own refund policies.

2. General Refund Policy

Due to the digital nature of our service, we generally do not offer refunds for subscription payments. However, we understand that exceptional circumstances may arise, and we evaluate refund requests on a case-by-case basis.

Refunds, when granted, are at the sole discretion of Documentra and are not guaranteed.

3. Refund Eligibility

You may be eligible for a refund in the following circumstances:

3.1 Technical Issues

• If you experience significant technical issues that prevent you from using our Service as intended
• If the Service is unavailable for an extended period due to issues on our end
• If a critical bug or defect prevents you from accessing core features

In such cases, you must contact our support team within 7 days of the issue occurring and provide sufficient details for us to investigate and attempt to resolve the problem.

3.2 Service Changes

• If we make significant changes to our Service that materially affect your ability to use it as originally described
• If we discontinue a feature that was a primary reason for your subscription

3.3 Billing Errors

• If you are charged in error or charged for a subscription you did not authorize
• If you are charged after cancelling your subscription
• If there are duplicate charges for the same subscription period

3.4 Special Circumstances

We may consider refunds in other exceptional circumstances at our sole discretion. Each request is evaluated individually based on the specific situation.

4. Non-Refundable Situations

Refunds are generally not available in the following situations:

• Change of Mind: If you simply decide you no longer want to use our Service
• Feature Not Used: If you subscribed but did not use the Service extensively
• Technical Issues on Your End: Problems caused by your device, internet connection, or local environment
• Account Suspension: If your account was suspended due to violation of our Terms and Conditions
• Partial Period Usage: Refunds for partial subscription periods after you have used the Service
• Free Trial Conversions: Charges that occur after a free trial period has ended
• Expired Subscriptions: Requests for refunds on subscriptions that have already expired

5. Refund Request Process

To request a refund, please follow these steps:

1. Contact our support team at salimkhandev@gmail.com
2. Include your account email and subscription details
3. Provide a clear explanation of why you are requesting a refund
4. Include any relevant evidence or documentation
5. Specify the subscription period or charge in question

Refund requests must be submitted within 30 days of the charge in question. Requests submitted after this period may not be considered.

6. Refund Processing

Once your refund request is received:

• We will review your request within 5-10 business days
• You may be contacted for additional information or clarification
• If approved, the refund will be processed by Paddle within 5-10 business days
• The refund will be credited to the original payment method used
• Depending on your bank or payment provider, it may take additional time for the refund to appear in your account

Refund processing times are estimates and not guaranteed. We will notify you once your refund has been processed.

7. Subscription Cancellations

You can cancel your subscription at any time through your account settings or by contacting our support team. Cancellation policies are as follows:

• Immediate Cancellation: You will retain access to the Service until the end of your current billing period
• No Pro-Rated Refunds: Cancellations do not entitle you to a pro-rated refund for the current billing period
• Auto-Renewal: If you cancel, your subscription will not automatically renew at the end of the current period
• Reactivation: You can reactivate your subscription at any time

8. Free Trials

Our free trial policy is as follows:

• Free trials are limited to one per user or account
• Payment information may be required to start a free trial
• If you do not cancel before the trial ends, you will be automatically charged for the subscription
• Refunds are not available for charges that occur after a free trial period has ended
• We reserve the right to modify or discontinue free trial offers at any time

9. Promotional Offers and Discounts

Special promotional offers and discount codes may have specific refund terms:

• Promotional pricing may not be eligible for refunds
• Discount codes applied to subscriptions are non-refundable
• Bundle deals and special offers may have unique refund terms specified at the time of purchase
• If a refund is granted for a promotional purchase, it may be calculated based on the standard price, not the promotional price

10. Chargebacks

If you initiate a chargeback with your bank or payment provider:

• Your account may be suspended pending investigation
• We will provide evidence of service delivery and usage to contest unjustified chargebacks
• Successful chargebacks may result in account termination
• Chargebacks should be used only as a last resort after contacting our support team

We encourage you to contact us first if you have billing concerns, as we are committed to resolving issues directly.

11. Partial Refunds

In rare cases where partial refunds are granted:

• Refunds may be calculated based on the unused portion of your subscription
• A processing fee may be deducted from partial refunds
• The specific terms will be communicated when the partial refund is approved

12. Service Modifications

If we modify our Service significantly:

• We will provide advance notice of material changes
• You may be eligible for a refund if the changes materially affect your use of the Service
• You will have the option to cancel your subscription without penalty

13. Contact Information

For refund-related inquiries, please contact us:

When contacting us about a refund, please include your account details, the charge in question, and a clear explanation of your request.

14. Policy Changes

We may update this Refund Policy from time to time. Changes will be:

• Posted on this page with an updated "Last modified" date
• Communicated to existing subscribers for material changes
• Effective immediately for new subscriptions

Your continued use of our Service after policy changes constitutes acceptance of the updated terms.

15. Consumer Rights

This Refund Policy does not affect your statutory rights as a consumer. Depending on your location, you may have additional rights under consumer protection laws that cannot be waived by this policy.

If you believe your statutory rights have been violated, please contact the relevant consumer protection authority in your jurisdiction.

16. Questions and Concerns

If you have questions about this Refund Policy or need assistance with a refund request, please don't hesitate to contact our support team. We are committed to addressing your concerns fairly and promptly.