Refund Policy

1. Eligibility

We want you to be completely satisfied with DocFlow. Since we use a credits-based model (V2 billing), refunds work differently than traditional subscriptions. You may request a refund under the following conditions:

• You must be the account holder and the refund request must be made by or on behalf of the account holder
• The request must be made within 30 days of the original purchase date
• You must not have consumed more than 20% of the purchased credits
• You must not have engaged in any activity that violates our Acceptable Use Policy

2. Refund Period

We offer a 30-day money-back guarantee for all new credit purchases. This means:

• New Purchases: You have 30 days from the date of your credit purchase to request a full refund
• Additional Purchases: Each credit pack purchase is treated independently; refund requests must be specific to a particular purchase
• Partial Usage: If you have consumed more than 20% of the credits, the refund will be reduced proportionally

After the 30-day period, refunds will not be issued unless exceptional circumstances apply.

3. Non-Refundable Situations

The following are not eligible for refunds:

• Credits that have been consumed beyond the 20% threshold
• Requests made after the 14-day refund period
• Accounts terminated for violations of our Acceptable Use Policy
• Credits obtained through promotional offers or bonus allocations
• Processing fees or transaction costs associated with the purchase

4. How to Request a Refund

To request a refund, please follow these steps:

1. Contact our support team via email at support@signdoc.tech
2. Include your account email address and the reason for your refund request
3. Provide your order or invoice number if available
4. Wait for confirmation from our support team (typically within 48 hours)

Please note that refunds can only be processed to the original payment method used for the purchase.

5. Processing Time

Once your refund request is approved, the processing time depends on your payment method:

• Credit/Debit Cards: Refunds are typically processed within 5-10 business days. The refund may take an additional 2-5 business days to appear on your statement.
• PayPal: Refunds are typically processed within 3-5 business days.

Payment Processor: All refunds are processed through Waffo Pancake, our payment processor. Refunds will be credited to the original payment method used for the purchase. We will notify you via email when your refund has been processed.

6. Exceptions

Please note that certain situations may affect your eligibility for a refund:

• Credits Consumed: If you have consumed more than 20% of the purchased credits, a refund may not be available
• Terms Violation: If your account has been suspended or terminated for violating our Terms of Service or Acceptable Use Policy, you may not be eligible for a refund
• Multiple Refunds: We reserve the right to review and approve multiple refund requests on a case-by-case basis
• Promotional Credits: Credits obtained through promotional offers or bonus allocations are not refundable
• Chargebacks: Initiating a chargeback with your payment provider may result in automatic account suspension and forfeiture of refund eligibility

Exceptional circumstances such as billing errors, service outages, or other special cases may be considered on an individual basis at our discretion.

Contact Us

If you have any questions about our Refund Policy or need assistance with a refund request, please contact us at support@signdoc.tech. We are here to help and aim to respond to all inquiries within 48 hours.