1. What you pay for
DocuTools offers two ways to pay:
- Subscription plans (monthly or yearly) that renew automatically and give you daily credits, which reset every day at 00:00 WIB (UTC+7)
- Credit packs: one-time purchases whose credits are added right after payment and never expire
2. Failed jobs are free
Credits are only deducted when a job finishes successfully and your result is ready. If processing fails, no credits are used.
3. Cancelling a subscription
You can cancel your plan at any time. Cancelling stops future renewals; your plan stays active and keeps giving daily credits until the end of the period you already paid for. We do not give partial refunds for the remaining days of a period, except in the cases listed below.
4. When we refund a payment
- Duplicate or accidental credit pack purchases, if the credits from that purchase have not been used
- A subscription renewal you did not intend, if you contact us within 7 days of the renewal and have not used any daily credits since it
- A technical problem on our side that stopped you from using the tools you paid for
- Any case where a refund is required by applicable consumer law
Outside these cases, payments are generally not refundable, but we review every request individually, so please contact us if something went wrong. This policy does not affect your statutory rights as a consumer.
5. Our payment partner
Payments are processed by our payment provider, shown at checkout. Where it acts as merchant of record, it may also issue refunds under its own buyer policies, and your card statement shows it as the seller. Approved refunds are paid back to your original payment method.
6. What happens to your credits
When a credit pack is refunded, the credits from that purchase are removed from your DocuTools balance. If some of them were already used, only the credits you still have are removed; your balance never goes below zero. Partial refunds remove a matching share of the credits. When a subscription payment is refunded, the plan ends and daily credits stop; your purchased credits are not affected.
7. How to request a refund
Email support@docutools.net or submit a ticket with your account email and the date of the payment. We usually reply within 24 hours on business days and decide refund requests within 5 business days.
8. Before opening a dispute
If you don't recognise a charge or think something is wrong, please contact us first. Most problems can be solved quickly without a chargeback.