Refund Policy - DocxBuddy

Last updated: January 8, 2025

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.