Last updated: April 2026
Overview
This policy explains when refunds are available on Doclio subscriptions, AI credits, capacity overage blocks, and third-party purchases. It supplements section 4.5 of our Terms of Service and operates alongside any non-excludable consumer guarantees you have under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010) or equivalent legislation in your jurisdiction.
1. Subscription Refunds — 30-Day Window
We offer a discretionary refund on the first paid subscription charge following your free trial, requested within 30 days of the charge date, where the Service has been substantially unused.
"Substantially unused" means none of the following have occurred during the period covered by the charge:
- Annotations created on drawings
- Drawings or documents uploaded
- Reports generated or shared
- AI Assistant queries beyond any trial-bonus credits
The 30-day window applies only to your first paid subscription charge after the free trial. Subsequent renewal charges (monthly or annual) are not refundable under this policy — you can manage or cancel your subscription at any time via Settings → Billing or the Stripe-hosted customer portal to prevent future renewals.
2. Annual Subscriptions — Pro-Rated Refunds
If you cancel an annual subscription mid-term, you may request a pro-rated refund of the unused portion on a discretionary basis. The refund is calculated as the unused months remaining in the term from the cancellation date, less any difference between the annual rate you paid and the equivalent monthly rate for the months already used. This generally produces a fair outcome for both parties when an annual customer cancels several months in.
Annual subscriptions purchased with a promotional code, partner discount, or other special offer may be subject to different terms — see the offer's specific terms or contact us if you're unsure.
3. AI Credits — Non-Refundable
AI credits, once granted to your organisation — whether as part of your monthly plan allowance, a trial bonus, or a one-time top-up purchase — are non-refundable. Top-up credits roll over indefinitely until consumed; plan-allowance credits reset each billing period and do not roll over.
4. Capacity Overage Blocks — Removable Anytime, Prorated Credit on Removal
Capacity overage blocks (additional active projects, archived projects, or drawings/documents) are billed monthly alongside your subscription.
You can remove an overage block at any time via the overage list on the Billing tab (Settings → Billing), using the REMOVE button next to the block. Removal takes effect immediately: the additional capacity is withdrawn from your organisation at the time of removal, and a prorated credit for the unused portion of the current billing period is applied to your account and offset against your next invoice. Beyond this prorated credit, charges already issued for an overage block are non-refundable.
5. Third-Party Purchases
If you purchased Doclio — including subscriptions, lifetime access, or credits — through a third-party platform, marketplace, or reseller, refund eligibility and process are governed by that platform's own policy, not by this one. Contact the platform's support directly for refund requests on those purchases. Where the platform's policy is more generous than ours (for example, a longer refund window), the platform's policy applies.
6. EU/UK Customers — 14-Day Cooling-Off Period
If you are a consumer based in the European Union or United Kingdom, you have a statutory 14-day right of withdrawal on digital service contracts. Our 30-day discretionary policy already exceeds this statutory minimum, so in practice the longer window applies — whichever option is more favourable to you. To exercise the EU/UK statutory right of withdrawal, contact us within 14 days of your initial subscription with your account details and a request to withdraw.
7. How to Request a Refund
To request a refund, please contact us via our Help Centre
Please include:
- The email address associated with your Doclio account
- The Stripe invoice number, charge date, or transaction reference you're requesting a refund on
- A short note on the reason — helps us improve, and isn't a barrier to approval
8. Decision Timeline
We will respond to refund requests within 5 business days of receipt. Approved refunds are processed back to the original payment method via Stripe. The refund typically appears on your statement within 5 to 10 business days, depending on your card issuer or bank.
9. Chargebacks & Disputes
If you initiate a payment chargeback through your card issuer before contacting us, we may temporarily suspend access to your account while the dispute is investigated, and refund handling becomes subject to your card issuer's process rather than ours. We strongly recommend contacting us first — most refund requests are resolved within the timeline above without involving the card issuer.
10. Australian Consumer Law
Nothing in this policy limits or excludes any non-excludable consumer guarantees you have under the Australian Consumer Law. If you believe the Service has failed to meet one of those guarantees (such as acceptable quality, fitness for a disclosed purpose, or a service rendered with due care and skill), you may be entitled to a remedy in addition to anything in this policy. Contact us via the channels above and we'll work with you to resolve the issue.
11. Changes to This Policy
We may update this Refund Policy from time to time. We will notify you of material changes by email or a prominent notice on the Service. Refund requests are evaluated against the policy in effect at the time of the relevant charge.
12. Contact
- General support: hello@docl.io
- Help Centre: support.docl.io
- Legal enquiries: legal@docl.io
Disclaimer: This Refund Policy is provided in good faith as a workable baseline and does not constitute legal advice. Please consult a qualified legal professional to ensure the policy aligns with the laws of jurisdictions where your customers are located.