Refund Policy

1. Scope

This Refund Policy explains how refunds and cancellations work for DocuCraft AI subscriptions and model token access. It is part of our Terms of Service.

2. Plan-Specific Policy (Free / Pro / Custom)

For Custom plans, any conflict between this page and your signed agreement will be resolved in favor of the agreement.

3. Subscriptions & Cancellations

• Free: No charges. Upgrade anytime.
• Pro ($18/month): Renews monthly until canceled. Cancel from account settings; access remains active until the end of the current billing period.
• Custom: Term, renewal, and notice periods are defined in your MSA/Order Form. Early termination and any prorations/credits follow the agreement.
• No mid-cycle proration for Pro: We don’t prorate partial months after activation, unless required by law.

4. Refund Eligibility

To qualify, email us within the window from the charge date (invoice timestamp):

• Accidental duplicate charge (Pro/Custom) — full refund. Window: 30 days.
• Unauthorized charge (Pro/Custom) — eligible after verification & account security review. Window: 60 days.
• Sustained service failure (Pro/Custom) — partial or full refund/credit at our discretion (or per SLA for Custom). Window: 30 days.
• Goodwill for Pro — cancel within 7 days post-renewal with no meaningful usage (e.g., <1% monthly tokens, no doc edits) may qualify.

Evidence may be required (receipt, screenshots, logs). We balance fairness with abuse prevention.

5. Non-Refundable Items

• Consumed tokens under Pro/Custom quotas (model calls already processed).
• trials/credits (Free 100k-token PRO trial) once used.
• Third-party BYO API costs (e.g., OpenAI/Gemini) tied to your own keys.
• Enterprise setup fees (e.g., SSO, onboarding, custom integration) unless your contract says otherwise.
• Processor/bank fees that are non-recoverable per their policies.

6. How to Request a Refund

Email [email protected] from your registered address and include:

1. Subject: Refund Request — <Invoice ID/Date>
2. Account email, invoice ID, charge date, amount, and currency.
3. Reason (duplicate, unauthorized, technical, SLA breach for Custom), plus evidence.
4. For unauthorized charges: confirm password reset and 2FA enabled.

General billing questions: [email protected].

7. Processing Time & Method

• Assessment: We aim to review within 5–7 business days.
• Method: Approved refunds go to the original payment method.
• Timeline: Processor/bank timelines vary (often 5–10 business days) after submission.
• Custom plans: Credits/refunds may follow contract-specific timelines and mechanisms.

8. Chargebacks & Disputes

Please contact [email protected] before opening a chargeback. Unresolved chargebacks may trigger temporary account suspension while we investigate.

9. Taxes, FX & Rounding

Prices are in USD. Taxes, exchange rates, and bank fees may apply based on location and payment instrument. Where legally required, refunds exclude non-recoverable taxes/fees.

10. Local Consumer Rights

Nothing here limits any non-waivable consumer rights under applicable law (e.g., EU/UK cooling-off, Indonesia consumer protection). If a mandatory rule provides a more favorable outcome, we’ll follow it.

11. Policy Changes

We may update this policy to reflect product or legal changes. Material changes will be announced with reasonable notice and apply to future billing cycles unless stated otherwise.

12. Contact

• Billing & refunds: [email protected]
• Support: [email protected]
• Legal: [email protected]
• Security: [email protected]
• Sales (Custom): [email protected]

---