Refund Policy
Fourteen days to change your mind about any charge, and a refund that follows the credits you actually used. This policy is part of the Terms of Service.
Last updated: August 6, 2026
Doklo subscriptions are sold by Paddle, which is the Merchant of Record for all orders. Paddle takes the payment, issues the invoice, and returns any refund to the payment method you used. We decide the refund; Paddle moves the money.
1.The 14-day window
You can ask for a refund within 14 days of a charge — your first one or any renewal — for any reason at all. You do not have to justify it.
If you are a consumer in the EU or the UK, this is also your statutory right of withdrawal. Doklo starts working the moment you subscribe, and we apply the same 14-day window to everyone, everywhere, rather than treating immediate access as a reason to refuse.
2.Credits you already used
Credits are the thing you are paying for, so the refund follows them. Pro includes 300 credits per billing period.
- No credits used in the period you are asking about — the charge is refunded in full.
- Some credits used — we refund the unused share of that period's allowance. Used 60 of 300 credits? 240 remain, which is 80 percent of $19, so $15.20 comes back.
- Credits that rolled over from an earlier month are left out of the calculation. They were paid for in the month they came from.
- Trial credits are free, so there is nothing to refund on them.
A refunded period ends the subscription for that period: the workspace returns to Free limits, and credits from the refunded period are removed. Documents you already generated stay yours, and pages you already published stay published.
3.Cancelling is not the same as a refund
You can cancel at any time from the Paddle customer portal linked in your receipt email, or from account settings. Cancelling stops the next renewal — nothing is charged again. It does not refund the period you are in: Pro stays on until that period ends, and the credits in it stay usable until then.
4.Cases we always refund
- A duplicate charge, or a charge taken after you cancelled.
- A charge for a period in which the service was substantially unavailable and we could not fix it.
- A charge you did not authorise. Tell us and Paddle immediately, and we will unwind it rather than argue about it.
5.After 14 days
As a rule we do not refund the current period once the window has passed — cancel instead, and the subscription stops at the end of it. But write to us anyway if something went wrong. We would rather return a bad month than keep money that was not earned.
6.How to request one
- Email hello@doklo.io from the address on your account, with the Paddle order or receipt identifier printed at the top of your receipt email. One line about what happened is welcome but not required.
- Or use the link in your Paddle receipt to contact Paddle directly — they route refund requests to us.
We answer within 2 business days. Once a refund is approved, Paddle returns the money to your original payment method, which usually takes 3 to 10 business days depending on your bank or card issuer.
7.Chargebacks
Please contact us before asking your bank to reverse a charge. A chargeback locks the account while the dispute runs and takes weeks; an email takes 2 business days and usually ends with the same result.