Cancellation, Refund & Withdrawal Policy

This policy is part of the Terms of Service and applies to the paid plans of DocInfra (Starter, Pro and any Enterprise plan sold through the same checkout). Paid plans are sold by Lemon Squeezy as Merchant of Record: Lemon Squeezy processes the payment, applies the taxes due, issues the receipt and executes refunds. DocInfra remains the supplier of the software.

1. What you buy

A subscription gives your workspace the limits of the chosen plan for a monthly period, in US dollars, at the price shown at checkout. It renews automatically at the end of each period until you cancel it. Taxes are determined at checkout based on your location. Access to the plan starts immediately after payment.

2. Cancellation

You can cancel at any time from the customer portal (dashboard, Billing, “Manage subscription”) or by opening a case at apidocinfra.com/support/ with the category “Cancellation / refund”. Cancellation stops future renewals. Your workspace keeps the plan until the end of the period already paid, as recorded by Lemon Squeezy, and then returns to the Free plan with its limits. Nothing is deleted when a plan ends.

3. Refunds

Because access to the plan starts immediately and the limits are available for the whole period, we do not refund the unused part of a period that has already started. Exceptions where a refund is given, in full or in part:

• a right to a refund that applies to you under mandatory law;
• a duplicate charge;
• a charge you did not authorize;
• our material inability to provide the service you paid for;
• a relevant defect in the Service that we cannot correct within a reasonable time;
• any other case where Lemon Squeezy or DocInfra decides to refund after reviewing the request.

To ask for a refund, open a case with the category “Cancellation / refund” and include the order or subscription reference from your receipt. We answer within 10 business days. Refunds go back to the original payment method through Lemon Squeezy.

4. Statutory withdrawal rights

Consumers may have a right of withdrawal (“derecho de retracto”) or payment reversal (“reversión del pago”) under Colombian law (Ley 1480 de 2011 and its regulations) and similar rights in other countries. Nothing in this policy asks you to give up those rights.

For a digital service whose performance begins immediately, the law may limit or exclude the right of withdrawal once performance has started with your express request. That is why, before a paid checkout starts, we ask you to confirm the following statement, with a box that is never pre-ticked: “I request immediate access to the digital service and understand that statutory withdrawal rights may be affected once performance begins, to the extent permitted by applicable law.” We keep a record of that confirmation with the version of this policy. Where the law still grants you a withdrawal or reversal right despite that confirmation, we honor it.

5. How to reach us

Support page: apidocinfra.com/support/. Email: [email protected]. Every request receives a case number that you can use to follow its status.