Refund Policy

1. Overview

DocTranslator is sold as a recurring subscription. Paid plans renew automatically at the end of each billing period until cancelled, exactly as described in our Terms of Service.

All payments for DocTranslator subscriptions are processed through Waffo Pancake, our PCI-DSS compliant payment processor and billing platform. Creem is retained as a secondary payment channel.

Because the Service is a digital product delivered immediately, refunds are governed by the specific conditions below.

2. General Policy

Subscription fees are generally non-refundable, except in the circumstances set out in Section 3. We do not issue blanket "no refund" terms without exception: the situations in Section 3 always apply.

3. Refundable Circumstances

• 3.1 7-day new subscriber guarantee. First-time subscribers may request a full refund within 7 days of their initial charge, provided usage has not exceeded 10% of the plan quota in that period.
• 3.2 Duplicate charges. Any duplicate charge caused by a billing error is refunded in full.
• 3.3 Verified service outage exceeding 72 hours. Where the Service is unavailable for more than 72 consecutive hours for reasons attributable to us, you may choose a pro-rata refund of the affected period or a service extension of equivalent value.
• 3.4 Charge after cancellation. If you cancelled but were charged for a subsequent period, the charge is refunded in full.
• 3.5 Statutory rights. Any cancellation or refund rights granted by applicable law — for example the 14-day cooling-off period in the EU and UK, or equivalent rights in Australia — are preserved in full and are not limited by this policy.

4. Non-Refundable Items

• Quota or usage that has already been consumed.
• Subscription fees for any period during which the Service was available to you.
• Translations already completed and delivered to you.
• Annual subscriptions where the refund request is made more than 30 days after the initial purchase.
• Change of mind after the Service has been used.
• Accounts closed for breach of our Terms of Service or Acceptable Use Policy.

5. How to Request a Refund

1. Email refunds@pandada.ai from your registered account address.
2. Include your account email, the transaction or charge ID, the plan, and the reason for the request.
3. For outages or billing errors, include supporting evidence (screenshots, error messages, dates and times).

You can also raise a billing dispute at billing@pandada.ai. Please contact us before disputing a charge with your bank — most disputes are resolved faster directly with us.

6. Processing Timeline

Refund processing times depend on your card issuer. We will email you confirmation when the refund has been initiated.

7. Subscription Cancellation

You can cancel at any time, with no fee:

• Online (recommended): Profile → Current Plan → Cancel subscription
• Email: cancel@pandada.ai

Effect of cancellation. Cancellation takes effect at the end of the current billing period. You keep full access until then, and you are not charged again. You may resume your subscription at any time before the period ends.

Account data is retained for 90 days after cancellation and then deleted, in line with our Privacy Policy.

8. Changes to This Policy

Material changes to this policy will be notified at least 15 days in advance. Refund terms in force at the time of your purchase continue to apply to that purchase.

9. Contact

• Refund requests: refunds@pandada.ai
• Billing enquiries: billing@pandada.ai
• General support: support@pandada.ai
• Legal name: [LEGAL COMPANY NAME]
• Address: [REGISTERED ADDRESS]