Refund and Cancellation Policy

Overview

This Refund and Cancellation Policy explains how billing, cancellations, and refunds work for paid plans on the Docsiv Service provided by Docsiv (“we,” “us,” or “our”). It supplements our Terms of Service. Payments are processed by our payment provider (see Subprocessors); refunds, where due, are issued through that provider to your original payment method.

This policy covers what you pay Docsiv for the Service. It does not cover invoices or payment links you create to bill your own clients through the Service; those transactions are solely between you and your client, as described in our Terms of Service.

Subscriptions and renewals

Paid subscriptions (for example monthly or annual plans) and any add-ons renew automatically at the end of each billing period until you cancel. The price, billing interval, and applicable taxes are shown at checkout. By subscribing, you authorize recurring charges for each period until cancellation.

Free trials

If we offer a free trial, you will not be charged during the trial. Unless you cancel before the trial ends, your subscription begins and the applicable fee is charged at the end of the trial. We will not refund a charge simply because a trial was not cancelled in time, except where applicable law requires otherwise.

Cancellations

You can cancel at any time from your account billing settings or the customer billing portal. When you cancel:

• Cancellation stops future renewals.
• Your plan generally remains active until the end of the current paid period, after which it does not renew.
• Downgrades and cancellations take effect at the end of the current billing period unless stated otherwise.

Refunds

Except where required by applicable law or expressly stated at checkout:

• Monthly plans: fees already charged are non-refundable, and cancelling stops the next renewal.
• Annual plans: fees are charged upfront for the year and are non-refundable once the period has begun, though you may cancel to prevent the next year’s renewal.
• Duplicate or erroneous charges: if you are charged in error (for example a duplicate charge or a charge after a valid cancellation), contact us and we will investigate and refund amounts charged in error.
• Service issues: if you believe a charge is unwarranted due to a significant, prolonged failure of the Service attributable to us, contact us and we will review your situation in good faith.

We may, at our discretion, grant refunds or credits in individual cases; doing so does not obligate us to do so in other cases.

AI credits and credit packs

AI features are metered using credits or allowances included with your plan, and you may purchase additional credit packs. Credits are consumed as you use AI features. Consumed credits are non-refundable. Unused included credits do not roll over between billing periods unless we state otherwise. Purchased credit-pack balances are non-refundable once used, except where required by law.

Seats and add-ons

Additional seats and other add-ons follow the same billing and refund treatment as the subscription they attach to. Removing a seat takes effect at the end of the current billing period.

Chargebacks

If you have a billing concern, please contact us first so we can resolve it quickly. Initiating a chargeback or payment dispute without contacting us may lead to suspension of the affected account pending resolution.

How to request a refund or report a billing issue

Email hello@docsiv.com from the email associated with your account, with your workspace name and the charge in question. We aim to respond within a reasonable time and to process approved refunds promptly through our payment provider. Refund timing to your account depends on your bank or card issuer.

Changes

We may update this policy to reflect changes in our practices or the law. We will revise the “Last updated” date and, where required, provide additional notice.

Contact

Billing and refunds: hello@docsiv.com