Refund Policy

All transactions completed through our platform are subject to the refund terms below and your statutory consumer rights under applicable law. Nothing in this Refund Policy limits or excludes any statutory consumer rights you may have, including but not limited to rights under EU Directive 2011/83/EU, UK Consumer Rights Act 2015, Australian Consumer Law, or similar consumer protection legislation. However, we understand that exceptional circumstances may arise, and we've established specific guidelines under which refunds may be considered.

1. SATISFACTION GUARANTEE PROGRAM

For qualifying purchases made directly through our website, you may be eligible for our satisfaction guarantee program. To qualify for consideration, you must satisfy each of the following criteria:

Your statutory rights are not affected. These satisfaction guarantee terms are in addition to your statutory rights and do not replace them. Where your statutory rights provide greater protection, those rights take precedence over this policy.

  • Timely Communication: Submit your refund request by contacting our customer service team at support@cacaodocs.com or via our live chat support within 30 calendar days from your original purchase date and prior to subscription renewal.
  • Service Malfunction: Document any service interruptions, software bugs, or technical malfunctions that prevented normal product usage. Include relevant evidence such as error screenshots, video recordings, or detailed error descriptions.

Our team will evaluate your submission within 5-7 business days and communicate our decision via email notification. Approved refunds will be processed within 10-14 business days from approval.

EXCLUSIONS AND LIMITATIONS

Meeting all satisfaction guarantee requirements is essential for refund eligibility. Please note that the following circumstances are explicitly excluded from our refund program:

  • Subjective dissatisfaction (including but not limited to: product preferences, unmet personal expectations, feature limitations, or general dissatisfaction with service quality);
  • Digital content usage (once you have processed a document, converted a file, or downloaded any output from our service, you acknowledge that the digital service has been fully performed. In accordance with Article 16(m) of EU Directive 2011/83/EU, once you begin processing documents and we have fully performed the digital service with your prior express consent, your statutory right to withdraw may no longer apply. However, this does not affect your rights regarding faulty services, misrepresentation, or other consumer protections);
  • Trial-to-subscription conversions (all trial periods and their conversion to paid subscriptions are clearly disclosed at checkout and in your welcome email; failure to cancel your trial at least 24 hours prior to its expiration will result in an automatic subscription charge that is non-refundable).

2. YOUR STATUTORY CONSUMER RIGHTS

European Union Consumer Rights

Customers residing within the European Union maintain statutory cancellation rights for a period of 14 calendar days following contract execution, exercisable without justification or additional charges, in accordance with EU Directive 2011/83/EU.

To invoke cancellation rights, please notify us at support@cacaodocs.com of your intent to terminate the agreement. While a standardized cancellation form is available upon request, its use is voluntary. Notification must be transmitted before the 14-day cancellation window expires.

Upon valid cancellation, we will process a complete refund of all received payments. Reimbursement will occur promptly, within 10-14 business days following cancellation notification receipt. Payment will be returned using your original payment method unless alternative arrangements are mutually agreed upon, with no additional fees imposed.

For digital content and services: By processing a document, converting a file, or downloading any output, you explicitly consent to immediate performance of the digital service and acknowledge that the service has been fully performed. In accordance with Article 16(m) of EU Directive 2011/83/EU, once you begin processing documents and we have fully performed the digital service with your prior express consent, your statutory right to withdraw may no longer apply. However, this does not affect your rights regarding faulty services, misrepresentation, or other consumer protections.

Transactions that do not qualify under our satisfaction guarantee program are considered final and non-reversible, except where consumer protection laws mandate otherwise.

3. PAYMENT DISPUTES AND CHARGEBACKS

We are committed to resolving all billing concerns directly with our customers. Before initiating a chargeback or payment dispute with your bank or payment provider, please contact our support team at support@cacaodocs.com. We aim to resolve billing issues within 48 hours.

Your Right to Dispute Payments

You have the right to dispute charges with your payment provider under applicable law, including the EU Payment Services Directive (PSD2), UK Payment Services Regulations, and similar consumer protection laws. We will not penalize you for exercising these statutory rights.

Fraudulent Chargebacks

If you initiate a chargeback that is determined by your bank or payment processor to be fraudulent (i.e., you received the service as described, the charge was authorized, and you filed a false dispute), we reserve the right to:

  • Suspend your account pending resolution of the dispute
  • Terminate your account if the chargeback is confirmed as fraudulent by the payment processor
  • Seek recovery of costs associated with the fraudulent dispute, as permitted by law

Fair Chargebacks

If your chargeback is based on a legitimate concern (service not provided, unauthorized charge, service significantly not as described), we will work with you and the payment processor to resolve the matter. Your account will not be penalized for legitimate payment disputes.

Chargeback Investigation Process

If you initiate a chargeback:

  1. We will be notified by our payment processor and will contact you at your registered email address
  2. You will have the opportunity to explain your concern directly to us
  3. If the issue can be resolved, we will withdraw our dispute with the payment processor
  4. If we cannot resolve the matter, the payment processor will adjudicate the dispute

We encourage direct communication to avoid the fees, delays, and administrative burden associated with formal payment disputes.

Last updated: February 16, 2026

Refund Policy - Cacao Docs