1. Scope
This Policy applies to 7-day, monthly, annual, or other digital-service plans displayed on DocOrca. Checkout shows the amount, currency, term, and main benefits before payment.
2. When you may request a refund
- A system or payment error charged the same order more than once.
- You were charged but paid benefits were not activated, and we cannot fix the issue within a reasonable time after your report.
- A core paid feature remained unavailable or materially differed from the purchase-page description, and we could not repair it or provide a reasonable alternative.
- You request a refund within 7 calendar days of purchase and have not used paid benefits to complete a document-processing job.
- Applicable law or payment-provider rules otherwise require a refund.
3. Cases normally not refundable
- Paid benefits were used to complete document processing and the service was supplied as described.
- A job failed because of the user's device, network, a damaged or password-restricted file, or an unsupported file structure while core service remained available.
- Access was restricted for violating the Terms, abusing the system, or processing unauthorized content.
- A fixed-term plan expired, or results were not downloaded before their stated deletion time.
These limits do not exclude consumer rights that cannot lawfully be waived.
4. How to report an order issue
There is no automatic refund button in the account center. For duplicate charges, missing access, or another order issue, select “Order help” beside the purchase record or use our support form. Include the purchase email, order number, payment date, amount, and a description. Do not send full card numbers, passwords, identity documents, or files awaiting processing.
We normally acknowledge the request within 3 business days. If the order qualifies under this policy, support processes the refund manually through the payment provider and reports the outcome.
5. Method and timing
Approved refunds are generally returned to the original payment method. We submit them promptly to the payment provider; posting usually takes 5–10 business days depending on payment method, bank, and region. Provider or bank delays are outside our direct control.
Partial refunds are available only where required by law or where undelivered service value can be determined fairly.
6. Cancellation, renewal, and expiry
Current fixed-term plans end on the date shown at purchase and do not renew automatically unless checkout expressly states otherwise. If we later offer auto-renewing plans, checkout will clearly state the renewal period, price, and cancellation method.
7. Payment disputes
If you do not recognize a charge, contact us first so we can investigate and, where appropriate, refund it. You retain any right to raise a dispute under your card issuer's rules.