Refund Policy

1. Free Plan

The Starter plan is completely free — no credit card required, no expiration, no hidden charges. There is nothing to refund on the free plan.

2. Free Trial

All paid plans (Growth, Professional, and Enterprise) include a 14-day free trial. During this period:

• Your payment method is not charged
• You have full access to all features included in your selected plan
• You can cancel at any time before the trial ends without incurring any charge
• Set a reminder. We strongly recommend setting a calendar reminder before your trial expires. You can view your trial end date in Account Settings → Billing. Forgetting to cancel before the trial ends is not grounds for a refund.
• If you do not cancel before the trial ends, your subscription begins and your payment method is charged for the first billing period

We recommend setting a reminder before your trial expires. You can view your trial end date in Account Settings → Billing.

3. Cancellation Policy

3.1 How to Cancel

You can cancel your DocSuite subscription at any time through:

• Self-serve: Account Settings → Billing → Cancel Subscription
• Email: support@docsuite.app with subject line "Cancel Subscription"

Cancellations are effective immediately but you retain access to all paid features until the end of your current billing period. No partial-period refunds are issued for cancellations mid-cycle (see Section 4 for exceptions).

3.2 What Happens After Cancellation

• Your account downgrades to the Starter (free) plan at the end of the billing period
• All data remains accessible and is retained for 90 days after cancellation
• After 90 days, all data is permanently and irreversibly deleted (except where retention is required by law)
• You can export your data at any time before deletion from Account Settings → Data Export

4. Refund Eligibility

4.1 Eligible for a Full Refund

You are entitled to a full refund in the following situations:

• Duplicate charge: If you are charged more than once for the same billing period due to a technical error, we will refund the duplicate charge immediately.
• Significant service failure: If DocSuite experiences a verified outage or service failure lasting more than 24 consecutive hours within a billing period, you are eligible for a pro-rata credit or refund for the affected period.
• Unauthorised charge: If your account was charged without your authorisation due to a security breach on our systems, we will issue a full refund and investigate immediately.
• Service not as described: If a specific feature was prominently advertised and is materially unavailable at the time you subscribed, and this was not disclosed, you may request a refund within 14 days of your first charge.

4.2 Not Eligible for a Refund

Refunds are generally not available in the following circumstances:

• Forgetting to cancel before the free trial ends — we send reminder emails 3 days and 1 day before your trial expires, and the trial end date is visible in Account Settings at all times
• Cancellations after a paid billing period has started (non-trial)
• Partial use of features — all features are available from day one of your plan
• Dissatisfaction with AI-generated content (website copy, prescriptions, etc.) — AI outputs are inherently variable
• Annual plan subscriptions beyond the first billing period (you receive the 30% annual discount in exchange for commitment)
• Account suspension or termination due to violation of our Terms of Service
• Changes in your own business needs or circumstances

5. Annual Plan Refunds

Annual subscriptions are pre-paid for 12 months and receive a ~30% discount versus monthly billing. Due to this discount, annual plans are non-refundable after the first 14 days, except in the eligible circumstances listed in Section 4.1.

If you cancel an annual plan after the first 14 days, you will retain access until the end of the 12-month period but will not receive a refund for unused months.

We recommend starting with a monthly plan if you are unsure about a long-term commitment, then switching to annual billing once you have evaluated the platform.

6. Enterprise Plans

Refund and cancellation terms for Enterprise customers are governed by their individual contract. Please refer to your signed agreement or contact your account manager.

7. How to Request a Refund

To request a refund that you believe is eligible under this policy:

1. Email us at billing@docsuite.app
2. Include your registered email address and account ID (found in Account Settings)
3. Describe the reason for your refund request and the charge amount
4. Attach any relevant screenshots or documentation if applicable

We aim to respond to all refund requests within 2 business days. Approved refunds are processed within 5–10 business days and returned to your original payment method. Processing times may vary depending on your card issuer or bank.

8. Chargebacks

We ask that you contact us at billing@docsuite.app before initiating a chargeback with your bank or card issuer. Most issues can be resolved quickly and directly.

Initiating a chargeback without first contacting DocSuite may result in immediate suspension of your account pending investigation. Repeated or fraudulent chargebacks may result in permanent account termination.

9. Changes to This Policy

We may update this Refund Policy from time to time. Changes will be communicated via email and an in-app notification at least 15 days before they take effect. The policy in effect at the time of your payment applies to that transaction.

10. Contact

For all billing and refund enquiries:

• Email: billing@docsuite.app
• General support: support@docsuite.app
• Response time: Within 2 business days