Legal

Refund Policy

Last updated: 10 June 2026

14-Day Money-Back Guarantee
On your first paid subscription, no questions asked

Summary

Full refund within 14 days of your first paid subscription
No questions asked — one email is all it takes
Processed within 5–10 business days to your original payment method
Consistent with EU Consumer Rights Directive and applicable consumer protection law

14-Day Money-Back Guarantee

DocuBroker offers a full refund on your first paid subscription payment (Pro or Compliance plan) if you request it within 14 calendar days of that first payment being processed.

This guarantee exists because we believe you should be able to test DocuBroker with your real data before committing. The free tier gives you access to core features, but if you upgrade and find the paid plan is not right for you, we will refund you — no justification required.

To claim

Email hello@docubroker.eu from the email address on your account with the subject line "Refund request". Include the date of your payment. We will confirm receipt within 1 business day. hello@docubroker.eu

How to Request a Refund

Send an email to hello@docubroker.eu

Use the subject line "Refund request". Send from the email address registered on your DocuBroker account. You don't need to explain why — but if you'd like to share feedback, we genuinely read it.

We confirm eligibility (within 1 business day)

We'll check that your request falls within the 14-day window and confirm by email that your refund has been approved and initiated with our payment processor, Lemon Squeezy.

Your subscription is cancelled

We will cancel your paid subscription immediately. You retain access to the free tier. Your account data, classification history, and CBAM reports remain accessible.

Refund arrives (5–10 business days)

The refund is processed through Lemon Squeezy back to your original payment method. Processing times depend on your bank or card issuer — typically 5–10 business days.

Eligibility — What Is and Isn't Refundable

Scenario	Refundable?
First Pro or Compliance subscription payment, requested within 14 daysFull refund	Yes
First payment requested after 14 days	No
Second or subsequent monthly renewal payments	No
Overage charges (per-document billing beyond plan quota)Usage-based	No
Free plan (€0/month)No payment to refund	No
Subscription cancelled mid-month after more than 14 daysAccess continues until period end; no pro-rata refund	No
Account suspended for Terms of Service violations	No

EU statutory rights: If you are a consumer in the European Union, you may have additional statutory withdrawal rights under Directive 2011/83/EU (the EU Consumer Rights Directive), including a 14-day cooling-off period for digital services. Our 14-day guarantee is designed to be at least as generous as these statutory rights. Nothing in this policy limits any statutory rights you may have under applicable law.

Cancelling Without a Refund

You can cancel your subscription at any time, independently of whether you are eligible for a refund. Cancellation means your subscription will not renew at the next billing date.

After cancellation:

You retain full access to paid plan features until the end of the current billing period.
Your account automatically downgrades to the free tier at that point.
Your data (documents, classifications, CBAM reports) is retained in line with our Privacy Policy.

To cancel, go to account settings or email hello@docubroker.eu. hello@docubroker.eu

Service Interruptions and Technical Issues

If you experience significant service unavailability or a technical failure that materially impairs your use of the Service during a billing period, please contact us. We will assess each situation individually and may offer:

A pro-rata credit applied to your next invoice
An extension of your current billing period
In exceptional circumstances, a partial or full refund at our discretion

We aim to respond to all service-related complaints within 2 business days.

Disputes and Escalation

If you are unhappy with our response to a refund request:

Escalate within DocuBroker by replying to our response email requesting escalation. A senior team member will review within 5 business days.
EU Online Dispute Resolution: Submit a complaint at ec.europa.eu/consumers/odr.
National consumer authority: Contact your national consumer protection body.

Changes to This Policy

We may update this policy from time to time. Material changes will be communicated by email at least 14 days before taking effect.

Need a refund or have a question?

Email us and we'll sort it — typically within 1 business day.

hello@docubroker.eu · Subject: "Refund request"

Email us now