Refund Policy

14-day money-back guarantee

You can request a full refund within 14 days of your first purchase and within 14 days of each annual renewal payment. This applies to business customers and consumers, also when you have already started using DocSync.

How to request a refund

• Online purchases (through Paddle): request it at paddle.net, or email us at [email protected] with your order number. Paddle, our reseller and Merchant of Record, processes the refund to your original payment method; it shows on your statement as PADDLE.NET* DOCSYNC.
• Direct-invoice purchases: email [email protected] with your invoice number. We refund to the bank account the payment came from.

Refunds are normally processed within 5 working days of approval and always within 14 days. How quickly it shows up depends on your bank or card issuer.

What happens to your licence

After a refund, the licence key for that period is revoked: DocSync stops working at its next use after we publish the update, normally within 24 hours. Your documents and folders in Microsoft 365 stay exactly where they are. If you still have five or fewer Basic-access users, you can keep using the free plan.

After 14 days: cancellation

After the 14 days, payments are not refundable, but you can cancel at any time to stop the next renewal. You keep access until the end of the period you paid for. Cancel via the link in your Paddle confirmation email or at paddle.net. See our Terms of Service for details. This does not affect any rights you have under mandatory law, for example if the software does not work as promised.

Free plan and trial

The free Solo Developer plan and the 14-day trial cost nothing and require no payment card, so there is nothing to refund. A trial does not turn into a paid subscription on its own.

Statutory right of withdrawal (EU/UK consumers)

If you buy as a consumer, you also have a legal right to withdraw from the contract within 14 days without giving a reason. Our money-back guarantee gives you at least the same: a full refund within 14 days, even if you have started using DocSync. To withdraw, send us or Paddle a clear statement, for example by email. You may use the model form below, but you do not have to.

Model withdrawal form — To: Surpassion, Stationsstraat 17, 2042 LD Zandvoort, The Netherlands, [email protected]. I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract for the provision of the following service (*): DocSync subscription. Ordered on (*): [date]. Name of consumer(s). Address of consumer(s). Signature of consumer(s) (only if this form is sent on paper). Date. (*) Delete as appropriate.