This Refund Policy is strictly matched to the Invoiced Consumer Terms of our authorized reseller and Merchant of Record, Paddle.com.
01. Merchant of Record (Paddle.com)
All purchases, orders, subscriptions, and transactions for DocuCognito are processed exclusively by our authorized reseller, Paddle.com (Paddle.com Inc. / Paddle Payments Limited). Paddle is the authorized Merchant of Record (MoR) for all transactions and serves as the legal entity for billing, global sales tax collection (VAT/GST), and buyer support.
02. General Non-Refundable Policy for Digital SaaS Services
Unless required by applicable mandatory consumer law, all Transactions are non-refundable and non-exchangeable. Given the immediate digital delivery and instant allocation of cloud computing resources and AI capabilities upon purchase, services are deemed fulfilled upon access provisioning.
03. Consumer Rights & Statutory Withdrawal
This Policy does not affect mandatory consumer rights under applicable laws regarding services that are faulty or not as described:
14-Day Cooling-Off Period (EU / UK)
If you reside in the European Union or United Kingdom, you have the statutory right to withdraw from a purchase within fourteen (14) days without giving any reason, provided digital performance has not commenced with your prior express consent pursuant to EU Consumer Rights Directive (Directive 2011/83/EU). Where required by law, refunds will be issued directly by Paddle.
04. How to Request a Refund via Paddle
To request an eligible refund or inquire about a transaction processed by Paddle:
Transaction Email Receipt
Click the "View receipt" or "Manage subscription" link in the confirmation email received from Paddle following your order.
Paddle Buyer Support Portal
Visit the official Paddle Buyer support portal at https://paddle.net or email Paddle directly at help@paddle.com.
05. Recurring Subscription Cancellation & Preventing Future Charges
If a transaction is ineligible for a refund, you can cancel your subscription at any time to prevent future billing:
- Within DocuCognito: Navigate to Settings > Subscription and click "Cancel Subscription".
- Via Paddle: Access https://paddle.net or your invoice receipt link.
Cancellation immediately halts future renewal charges. You will retain active plan access through the end of your current prepaid billing period.
We strongly advise contacting Paddle support at paddle.net or our support team at support@docucognito.ai prior to initiating a bank chargeback or payment provider dispute.