Refund Policy

Documateo's Pro and Business plans are one-time, prepaid passes — a single payment covers 30 days or 1 year of access, with no recurring or automatic billing (see Section 3 of our Terms of Service). This page explains exactly when a refund applies, how much, and how long it takes. It doesn't replace or override the Terms — where the two could be read differently, the Terms govern.

• Service fault. If a paid tool doesn't work as described because of a fault on our end — not because of the file you uploaded, your internet connection, or a browser issue — contact us within 14 days of the purchase and we'll make it right, including a refund where appropriate.
• Accidental purchase. If you bought a pass by mistake (wrong plan, duplicate purchase, etc.) and haven't used any heavy-tool credits from it yet, contact us within 14 days and we'll refund it in full.

• Simple change of mind after you've already spent one or more heavy-tool credits from the pass.
• Requests made more than 14 days after the original purchase.
• A pass that's already expired on its own (30 or 365 days after purchase).
• Any use of the service found to violate our Acceptable Use policy.

Most approved refunds are full refunds of the amount paid. A full refund ends your active pass immediately — your account reverts to the Free plan the moment the refund is processed, and any remaining heavy-tool credits from that pass are forfeited. In some cases (for example, a fault that only affected part of what you paid for) we may issue a partial refund instead; a partial refund does not end your pass — your access and remaining credits continue as normal.

Refunds are issued back through Razorpay, our payment processor, to the original payment method used. Every price on Documateo is shown and charged to you in USD; because our payment account settles exclusively in INR, the actual refund is processed in INR at the same exchange rate that applied to your original purchase — never a different, later rate. Most refunds appear on your statement within 5–7 business days, though your bank or card issuer may take longer to reflect it.

If GST was charged on your original purchase, a refund reduces or reverses that GST accordingly, and the reduction is reflected in your account's billing history. Where required, a corrected invoice or credit note is issued alongside the refund — reach out to support@muqira.com if you need one for your own records and don't see it in /account/billing.

Email support@muqira.com with the email address on your account and a short description of what went wrong. We aim to respond within 2 business days. Approved refunds are usually processed within a further 3 business days.

We may update this policy from time to time. Material changes will be reflected by updating the date at the top of this page. A change here never applies retroactively to a purchase you already made under the previous version.