Refund Policy

This Refund Policy ("Policy") applies to all paid products purchased through DocuMindX ("the App" or "we"). Please read this Policy carefully together with our Terms of Service and Privacy Policy before using the App.

1. Scope

1.1 Product Types

• Subscription Services: Pro and Ultra monthly subscriptions
• Credit Packs: One-time purchases of usage credits, consumed on a per-operation basis within the Skill ecosystem

1.2 Payment Channels

Refund procedures differ depending on where you purchased:

Purchase Channel	Processor	Refund Handler
iOS in-app subscription	Apple App Store	Apple Support
Web subscription, credit pack (global)	Paddle.com Market Limited	Paddle + us
Web subscription, credit pack (mainland China)	WeChat Pay / Alipay	Us

2. Apple App Store Subscriptions

2.1 Apple's Refund Policy

All subscription transactions completed through the iOS App are processed by Apple. Refunds follow Apple's refund policy. We are not able to directly process refunds for Apple-channel purchases.

2.2 How to Request a Refund

• Visit reportaproblem.apple.com
• Select the relevant order and submit a refund request
• Apple will notify you of the decision by email, usually within 48 hours

2.3 Cancelling Auto-Renewal

You can cancel auto-renewal at any time in iOS Settings > Apple ID > Subscriptions. After cancellation, you can continue using paid features until the end of the current subscription period, with no further charges.

3. Paddle Channel (Web Subscriptions and Credit Packs)

Paddle.com Market Limited is our Merchant of Record (MoR) for global sales. Paddle handles orders, payments, invoices, and tax remittance on our behalf. The following terms apply to transactions completed through Paddle.

3.1 Monthly Subscriptions

• Within 14 days of first subscription: If you have not used any paid quota during the current subscription period (including AI analysis, exports, etc.), you may request a full refund.
• Quota already used: If any paid quota has been used, refunds are generally not available; in special cases (service outage, accidental purchase), please contact support for review.
• Renewals: Charges for subscription renewals are generally non-refundable. You can disable auto-renewal in your account at any time and continue using the service until the end of the current period.
• Consumer rights under EU/UK law (14-day cooling-off period) remain unaffected.

3.2 Credit Packs (One-Time Purchase)

• Unused credits: Within 14 days of purchase, if your credit balance is identical to the amount purchased (no consumption), you may request a full refund.
• Partial consumption: Consumed credits are non-refundable; remaining unused credits may be refunded on a pro-rata basis (refund = remaining credits / purchased credits × amount paid), less any payment processing fees incurred.
• Fully consumed: Not refundable.
• After 14 days: Generally not refundable; special circumstances reviewed case-by-case by our support team.

3.3 Automatic Refunds (Service Failures)

In the following cases, consumed credits will be automatically returned to your account (credits, not original payment method):

• AI tasks that time out or fail due to server-side errors
• Document parsing failures that cannot be recovered
• Other task failures clearly caused by service outages on our side

User-initiated task cancellations and tasks that produced valid output do not qualify for automatic refunds.

3.4 How to Request a Refund

• Email support@documindx.com with your order number, purchase date, and reason for refund
• We will review and respond within 5 business days
• Approved refunds are processed by Paddle and returned to your original payment method within 5–10 business days

4. Mainland China Channels (WeChat Pay / Alipay)

4.1 Subscriptions and Credit Packs

• Refund standards match the Paddle channel (see 3.1 and 3.2)
• Approved refunds are returned via the original payment method
• Processing time: typically 1–7 business days

4.2 How to Request a Refund

• Email support@documindx.com
• Or use in-app "Settings > Help & Feedback" to contact us
• Please provide your order number, purchase date, and reason

5. Non-Refundable Cases

We generally do not process refund requests in the following cases:

• Your account is suspended due to violations of our Terms of Service
• Fully consumed or used paid content (e.g., depleted credits, used subscription quota)
• Requests filed beyond the refund window specified in this Policy
• Inability to use the service due to user-side reasons (network, device, etc.) when the service itself is operating normally
• Fraudulent purchases, abusive refund requests, or other misuse of this Policy

6. Price Changes

We reserve the right to adjust product prices at any time. Existing subscriptions remain at the purchased price until the end of the current billing period. Price changes will be announced in the App or on the website in advance.

7. Policy Changes

We may update this Refund Policy from time to time. Updated policies will be posted on this website and take effect immediately upon publication. Purchases made after the effective date are considered acceptance of the updated Policy.

8. Contact Us

• Email: support@documindx.com
• In-App Feedback: Settings > Help & Feedback
• Response Time: We respond within 5 business days

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DocuMindX Team
Thank you for your trust and support.