1. Overview
At DocxBuddy, we stand behind our service and want you to be completely satisfied with your purchase. This refund policy explains the circumstances under which refunds may be granted and the process for requesting them.
2. Free Trial Period
All new users receive a 14-day free trial of our Pro features. During this period:
- You can test all premium features without charge
- No payment information is required to start the trial
- You can cancel anytime during the trial without any charges
- If you don't cancel, billing begins after the trial ends
3. Subscription Refunds
3.1 Monthly Subscriptions
- First 30 days: Full refund available if you're not satisfied
- After 30 days: No refund for the current billing period, but you can cancel to avoid future charges
- Cancellation: Service continues until the end of the current billing cycle
3.2 Annual Subscriptions
- First 30 days: Full refund available
- 31-365 days: Prorated refund for unused months
- Usage consideration: Heavy usage may affect refund eligibility
4. Refund Eligibility Criteria
4.1 Eligible Scenarios
Refunds may be granted in the following situations:
- Technical issues: Persistent service problems that prevent normal use
- Billing errors: Incorrect charges or unauthorized payments
- Feature discrepancies: Advertised features not working as described
- Accidental purchases: Unintended subscription upgrades
- Service outages: Extended periods of service unavailability
4.2 Non-Eligible Scenarios
Refunds will generally not be granted for:
- Change of mind after the 30-day period
- Failure to use the service during the subscription period
- Account violations leading to service termination
- Requests made more than 60 days after the charge
- Services already consumed (e.g., processed documents)
5. Enterprise and Custom Plans
For Enterprise customers and custom pricing arrangements:
- Refund terms are specified in individual contracts
- Custom refund policies may apply based on agreement terms
- Contact our enterprise team for specific refund requests
- Prorated refunds may be available for contract modifications
6. How to Request a Refund
6.1 Contact Information
To request a refund, contact us with the following details:
- Email: support@docxbuddy.com
- Subject: "Refund Request - [Your Account Email]"
- Include: Account email, transaction ID, and reason for refund
6.2 Required Information
Your refund request should include:
- Account email address
- Transaction or invoice number
- Date of purchase
- Detailed reason for the refund request
- Any relevant screenshots or documentation
7. Refund Processing
7.1 Timeline
- Review period: 3-5 business days to evaluate your request
- Processing time: 5-10 business days once approved
- Credit card refunds: May take additional time depending on your bank
- PayPal refunds: Typically processed within 24-48 hours
7.2 Refund Method
Refunds are processed using the original payment method:
- Credit card charges are reversed to the original card
- PayPal payments are refunded to your PayPal account
- Bank transfers may require additional verification
- Cryptocurrency payments may have special procedures
8. Partial Refunds
In certain circumstances, partial refunds may be offered:
- Prorated refunds: For unused portions of annual subscriptions
- Service credit: Alternative to cash refunds for minor issues
- Discounted renewals: Compensation for service interruptions
- Feature-specific refunds: When specific advertised features don't work
9. Chargeback Policy
Before initiating a chargeback with your bank or credit card company:
- Please contact us first to resolve the issue
- Most billing issues can be resolved quickly through direct communication
- Chargebacks may result in account suspension
- We reserve the right to dispute invalid chargebacks
10. Account Closure and Refunds
When requesting a refund that involves account closure:
- All account data will be deleted according to our data retention policy
- Access to uploaded documents will be permanently lost
- Download your important data before requesting account closure
- Refund processing may be delayed until data deletion is complete
11. Special Circumstances
11.1 Service Outages
For extended service interruptions:
- Automatic service credits for outages exceeding 4 hours
- Prorated refunds for outages exceeding 24 hours
- Full refund consideration for multiple significant outages
11.2 Force Majeure
For circumstances beyond our control:
- Natural disasters affecting our infrastructure
- Government regulations preventing service delivery
- Major third-party service failures
- Cybersecurity incidents requiring service suspension
12. Refund Alternatives
Instead of a cash refund, we may offer:
- Service credits: Future months of free service
- Plan upgrades: Access to higher-tier features
- Extended trial: Additional time to evaluate the service
- Priority support: Enhanced customer service
13. Disputes and Appeals
If your refund request is denied:
- You may appeal the decision within 30 days
- Provide additional documentation supporting your request
- Senior management will review appeals
- Final decisions will be communicated within 7 business days
14. Policy Updates
This refund policy may be updated to reflect:
- Changes in payment processing
- New subscription models
- Legal or regulatory requirements
- Improvements in customer service
Significant changes will be communicated via email and website notices.
15. Contact Information
For refund requests or questions about this policy:
- Email: support@docxbuddy.com
- Billing inquiries: billing@docxbuddy.com
- Enterprise customers: enterprise@docxbuddy.com
- Address: Via del Lauro 9, Milan, Italy - 20121
We value your satisfaction. If you're experiencing issues with our service, please contact us before requesting a refund. Our support team is committed to resolving problems and ensuring you get the most value from DocxBuddy.