Refund Policy & Guarantee

1. 14-Day Money-Back Guarantee Scope

DocScalar provides an unconditional 14-day money-back guarantee for all new DocScalar Pro subscription purchases. If DocScalar does not meet your document processing, conversion, or studio workflow expectations, you are entitled to a full reimbursement of the subscription fee paid, provided your refund request is submitted within 14 calendar days of the initial transaction timestamp.

2. How to Request a Refund

We believe refund processes should be transparent, swift, and respectful of your time:

• Send an Email: Contact our dedicated billing support team at support@docscalar.com with the subject line "Refund Request".
• Information Needed: Please include the email address associated with your DocScalar account or your Paddle order/invoice number. No lengthy explanations or proof are required.
• Processing SLA: Our team reviews and approves eligible refund requests within 24 to 48 business hours.
• Fund Disbursement: Once approved, the refund is immediately posted back to your original payment method (Credit Card, Debit Card, PayPal, Apple Pay, Google Pay). Depending on your bank or credit card issuer, the credited funds typically appear on your statement within 5 to 10 business days.

3. Subscription Cancellation Terms

You have complete control over your subscription at all times:

• Self-Service 1-Click Cancellation: You can cancel your DocScalar Pro subscription at any moment directly from your User Profile menu by selecting "Manage Subscription" or through the customer billing portal link in your receipt email.
• Retain Prepaid Benefits: When you cancel your subscription, your account will remain on the Pro tier with elevated file size limits (up to 1GB) and priority execution queues until the end of your current prepaid billing cycle.
• No Renewal Charges: Upon cancellation, automatic renewal is immediately terminated, and your payment method will never be charged again.
• Zero Penalties: There are no cancellation fees, termination penalties, or hidden charges of any kind.

4. Digital Fulfillment & Instant Delivery

DocScalar Pro is a digital software-as-a-service (SaaS) product. Upon successful payment authorization by our Merchant of Record:

• Instant Provisioning: Your account tier is upgraded to Pro immediately in real time, unlocking raised 1GB upload limits, high-concurrency worker slots, smart cropping tools, and full studio features with zero waiting period.
• Receipt Delivery: A digital order confirmation, tax invoice, and customer portal link are automatically delivered to your registered billing email address within moments of payment completion.

5. Merchant of Record & Reseller Notice

Our order process is conducted by our authorized online reseller and Merchant of Record, Paddle (Paddle.com Market Ltd, Judd House, 18-29 Mora Street, London EC1V 8BT, United Kingdom), who handles all payment-related inquiries, currency conversions, and global tax compliance:

• Paddle manages global sales tax, VAT, and GST collection and remittance across all supported international jurisdictions.
• Payment credentials (such as credit card numbers) are processed and tokenized exclusively through Paddle's PCI-DSS Level 1 certified infrastructure; DocScalar never stores or accesses your raw card details.
• Card and bank statements for your transactions will reflect charges from "PADDLE.NET* DOCSCALAR" or "PADDLE.NET".

6. Contact Information & Support SLA

If you have any questions regarding our refund policy, billing status, or subscription management, our billing team is here to assist you:

Email: support@docscalar.com
Response Time Guarantee: All billing and refund inquiries receive a written response within 24 hours.