14 days, no questions asked
Every purchase — a Plus or Pro subscription, or a one-time credit top-up — can be refunded in full within 14 days of the payment. You do not have to give a reason. Send one email and it is done.
1How to ask
- Email admin@doovina.com from the address on your account.
- Say which payment you want refunded — the invoice number, or just the date and amount. Your invoice history is on the billing page in your account.
- That is all. No reason required, no exit survey.
We acknowledge within two business days and submit the refund at the same time. The money returns to the payment method you used. How long it then takes is up to your bank — typically 5 to 10 business days.
2Cancelling is not the same as a refund
Cancelling stops the next renewal. You keep access until the end of the period you already paid for. You can do it yourself, in one click, from the billing page — no email needed.
A refund gives back money you already paid. If you want both, cancel and then email us; or just email us and we will do both.
We do not need you to keep a subscription running to be eligible for a refund, and we never make cancellation harder than signing up.
3What happens to credits
Credits bought or granted by a payment that we refund are removed from your balance. If you have already spent more credits than the refunded payment provided, we still process the refund — we will not chase you for the difference. Credits from other payments, and credits already in your balance beforehand, are unaffected.
4Credits that come back automatically
Separately from money-back, the product returns credits on its own when a summary does not deliver. You do not need to ask, and this applies at any time, not just within 14 days.
| What happened | Credit |
|---|---|
| The summary failed because of a fault on our side | Returned in full. If we cannot deliver, you do not pay. |
| You cancelled it before we had incurred processing cost | Returned in full. |
| You cancelled it midway, after processing cost was incurred | Not returned — the work was really done. |
| The summary completed successfully | Not returned — it was delivered. The 14-day money-back above still covers you. |
5After 14 days
Outside the 14-day window we do not refund a period that has already run. But write to us anyway if something went wrong — if the service was broken, if you were charged for something you did not get, or if a renewal caught you by surprise and you have not used the plan, we will sort it out. We would rather fix it than have you dispute it with your bank.
6The one exception
We may decline a refund where an account has been used fraudulently, or where someone repeatedly buys, consumes a large volume of credits and refunds. This is aimed at abuse, not at customers who change their mind.
7Your statutory rights
This policy adds to your legal rights, it does not replace them. If you are a consumer in the EU or the UK you have a statutory right to withdraw from a distance contract within 14 days; our policy gives you at least that, without requiring you to justify it. Nothing here limits any mandatory consumer protection in your country of residence.
8Who charges you
Payments are collected by our authorised payment provider acting as Merchant of Record. They are the name on your statement and the issuer of your invoice, and they process the refund on our instruction. You can always come to us first — admin@doovina.com — and we will handle it from there.