Who processes purchases
Paid iDoceo Connect orders are processed by Paddle.com, our authorised reseller and Merchant of Record. Paddle handles payment collection, applicable taxes, billing support and approved refunds.
24-hour voluntary refund window
Except where applicable law or Paddle’s buyer policies require otherwise, a refund request must be submitted within 24 hours of the transaction. Requests made after this 24-hour period are not eligible under the iDoceo Connect voluntary refund policy.
A request submitted within 24 hours will be reviewed using the transaction history and product usage. Fraud, refund abuse, substantial consumption of AI credits or other manipulative behaviour may make a voluntary refund unavailable.
Subscriptions and AI credit packs
- Cancelling a subscription stops future renewals at the end of the current paid billing period. It does not automatically refund the current period.
- One-time AI credit packs are subject to the same 24-hour voluntary refund window.
- When a purchase is refunded, the related subscription access or unused purchased credits may be removed. Credits already consumed may affect voluntary refund eligibility.
Mandatory rights and product problems
Nothing in this policy limits rights that cannot legally be excluded. Longer statutory withdrawal periods, remedies for faulty or misdescribed services, and other mandatory consumer protections continue to apply where required.
Paddle may approve a refund or withdrawal under its buyer terms and refund policy even when the iDoceo Connect voluntary 24-hour window has ended.
How to request a refund
Use Paddle’s buyer support portal and provide the email address used for the purchase and the transaction details from your receipt. Refunds must be returned through Paddle rather than paid directly by iDoceo Connect.