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

documentra offers a single Pro subscription plan at $5/month. Due to the digital nature of our AI-powered document builder 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 Tier Usage: Charges for Pro subscription after exhausting the 10 free PDF exports
• 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 contact@documentra.app
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
• Clear Instructions: Cancellation instructions are provided in your account settings and confirmation emails
• Confirmation: You will receive confirmation of cancellation via email

For EU consumers, you have the right to withdraw from your subscription within 14 days of purchase, provided you have not used the Service during this period. Please contact us to exercise this right.

8. Free Usage Tier

documentra offers a free usage tier with the following limitations:

• Free PDF Exports: Each Google account is limited to 10 free PDF exports
• Account-Based Limitation: The free export limit is tied to your Google account, not per device or session
• No Payment Required: No payment information is required to use the free tier
• Feature Access: Free tier users have access to basic document creation and editing features
• Upgrade to Pro: After exhausting the 10 free exports, users can upgrade to the Pro tier for unlimited exports at $5/month

The free tier is designed to let users experience our service before committing to a subscription. Once you reach the 10 export limit, you will need to subscribe to the Pro tier to continue exporting documents.

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.

17. Paddle-Specific Refund Policy

As Paddle acts as our Merchant of Record, additional refund policies may apply:

• Paddle's Refund Policy: Paddle may have its own refund policies that work in conjunction with ours
• Payment Disputes: All payment disputes should be directed to Paddle for resolution
• Chargeback Handling: Paddle handles chargeback requests according to their policies
• Currency Conversion: Refunds are processed in the original payment currency
• Payment Methods: Refunds are credited to the original payment method used

For Paddle-specific refund inquiries, you can contact Paddle support at support@paddle.com.

18. Digital Services and Consumer Rights

This policy respects consumer rights for digital services:

• EU Consumer Rights: EU consumers have 14 days to withdraw from digital subscriptions, provided the service hasn't been used
• Clear Information: We provide clear information about subscription terms and pricing before purchase
• Easy Cancellation: We provide simple cancellation methods in account settings
• No Hidden Fees: All fees are clearly disclosed before purchase
• Service Description: We accurately describe our service features and limitations

We comply with applicable consumer protection laws and digital services regulations in the jurisdictions where we operate.

19. Subscription Renewal and Notifications

Our subscription renewal policy includes:

• Automatic Renewal: Subscriptions automatically renew monthly unless cancelled
• Renewal Notifications: You receive email notifications before subscription renewal
• Price Changes: You are notified at least 30 days before any price changes
• Opt-Out Information: Each renewal email includes cancellation instructions
• Receipt Availability: Payment receipts are available in your account and via email

You can manage your subscription renewal settings at any time through your account dashboard.