Refund Policy for DOCA
1. General
Refund eligibility depends on your plan, region, payment provider, and any enterprise or custom agreement that overrides these terms. Where a written contract says something different, the contract controls.
2. Subscription services
For recurring subscriptions processed through standard checkout (e.g. card billing):
- Cooling-off / trial: If your plan includes a free trial or money-back window, the exact duration and steps are shown at purchase. Requests must be made before that window closes.
- After a charge: Where required by law, you may have a statutory right to cancel or obtain a refund. Otherwise, fees already charged for a billing period are generally non-refundable except as stated at checkout or by support in writing.
- Cancellation: Canceling stops future renewals; it does not automatically refund the current period unless required by law or explicitly offered in your plan.
3. One-time purchases and credits
Prepaid credits, top-ups, or usage packs are typically non-refundable once delivered, except where mandatory consumer laws apply or the purchase page states otherwise.
4. Service issues
If the service was unavailable for an extended period due to our fault, or we failed to deliver a clearly advertised paid feature, contact support with details (account, time range, invoice). We may offer service credits or a partial refund at our discretion, consistent with applicable law.
5. How to request a refund
Use the billing portal linked on your invoice or email, or contact the operator using the support channel published for your deployment. Include your account identifier, transaction date, and reason for the request.
6. Chargebacks
Please contact us before initiating a chargeback so we can review your case. Abusive or fraudulent chargebacks may lead to account closure.
7. Contact
This document is a template. Replace contact channels, regions, and plan names before production use.