Refund Policy

1. Overview

This Refund Policy applies to all paid purchases of AutomaDoc ("Service"), operated by PT Karunia Solusi Informatika ("we," "us," or "our") — including Pro subscriptions, Extra Template add-ons, and one-time Generation Top-Ups. By making a purchase, you agree to the terms outlined below. This policy is a supplement to our Terms of Service.

2. 14-Day Money-Back Guarantee

New Pro subscribers may request a full refund within 14 days of their initial purchase, for any reason. This guarantee applies to your first Pro subscription only and covers both monthly and annual plans.

Before requesting a refund, we encourage you to contact our support team — we're often able to resolve issues quickly and help you get value from the Service.

3. Monthly Subscriptions

• After the 14-day guarantee period, monthly subscriptions are non-refundable.
• You may cancel at any time; access continues until the end of the current billing period, and you will not be charged again.
• Partial-month refunds are not provided.

4. Annual Subscriptions

• The 14-day money-back guarantee applies to your first annual subscription.
• After 14 days, annual subscriptions are non-refundable for the remainder of the billing period.
• You may cancel auto-renewal at any time; access continues until the end of the paid term.

5. Generation Top-Ups

Generation Top-Ups are one-time purchases of generation credits. Because credits are consumed the moment a document is generated and delivered, they are treated as used goods rather than a subscription:

• A top-up may be refunded in full within 14 days of purchase, provided no credits from it have been used.
• Once any credit has been used, the purchase is non-refundable. The 14-day money-back guarantee in Section 2 covers Pro subscriptions only and does not extend to top-ups.
• Refunded credits are removed from your balance at the time the refund is issued.
• Unused credits expire 90 days after purchase and are not refundable once expired.

6. Extra Template Add-Ons

• Extra Template add-ons are recurring monthly charges and follow the same terms as monthly subscriptions (Section 3).
• You may cancel at any time; the slots remain available until the end of the current billing period.
• Partial-month refunds are not provided for add-ons.

7. Exceptional Circumstances

Outside the 14-day window, we will consider refund requests in the following cases:

• Duplicate or accidental charges — refunded in full upon verification.
• Unauthorized or fraudulent charges — refunded in full after investigation.
• Extended service unavailability caused by our infrastructure — pro-rated credit or refund at our discretion.
• Billing errors on our part — corrected and refunded in full.

8. Non-Refundable Situations

Refunds will generally not be issued for:

• Requests made after the 14-day guarantee window (except under Section 7).
• Dissatisfaction with features that are clearly documented on the Pricing page.
• Accounts suspended or terminated for violation of our Terms of Service.
• Generation credits that have already been used (see Section 5).
• Add-on charges for a billing period already in progress (see Section 6).
• Downgrade from Pro to Free mid-cycle.

9. How to Request a Refund

To request a refund, email contact@automadoc.cc with the following information:

• Your Lark tenant ID or the email address associated with the purchase
• The order or transaction ID from your purchase receipt
• The date of purchase
• Reason for the refund request

We will acknowledge receipt within 2 business days and respond with a decision within 7 business days. Approved refunds are processed back to the original payment method and typically arrive within 5–10 business days, depending on your payment provider.

10. Payment Processing

Payments for AutomaDoc are processed by Paddle.com Market Limited, who acts as the merchant of record for all online subscription purchases. Refunds are issued through Paddle and will appear on your payment method as a reversal of the original charge. Paddle may require you to provide identity verification for fraud-prevention purposes before a refund is finalised.

11. Chargebacks

We ask that you contact us before initiating a chargeback with your bank or card issuer. Most disputes can be resolved faster by emailing us directly. Accounts associated with unjustified chargebacks may be suspended, and any unpaid balance becomes immediately due.

12. Changes to This Policy

We may update this Refund Policy from time to time. Changes will not apply retroactively to purchases made before the updated policy takes effect. Material changes will be communicated through the Service or via email.

13. Contact Us

For refund requests or billing questions: