• Digital products: full refund if you ask within 14 days of purchase.
• Custom services: paid milestones that have not been started are refunded in full when you cancel. Milestones that are in progress or completed are not refundable.
• If we get it wrong (something is not delivered, or is not as described and we cannot fix it), you are refunded whenever that happens.
• Refunds are paid by Paddle, our Merchant of Record, to your original payment method.

You can request a full refund for any digital product within 14 days of the purchase date, for any reason. When the refund is issued, the product is removed from your account and your licence to use it ends; you must delete any copies you downloaded.

After 14 days, we refund a product if it is faulty or not as described and we cannot fix it within a reasonable time.

We may decline refunds where there is clear evidence of abuse, such as repeatedly buying, downloading and refunding products, but this never limits a refund you are entitled to by law.

Service orders are split into milestones, and each milestone is paid before work on it begins (or all milestones are paid upfront if you choose full payment). The status of every milestone is shown on your order page.

If you cancel

• Paid milestones not yet started are refunded in full.
• Milestones in progress (work has begun) are not refundable, because the time spent cannot be recovered. We will deliver whatever has been completed on them so far.
• Completed milestones (delivered to you) are not refundable.

If we cancel or fail to deliver

• If we cancel your order for our own reasons, every milestone that has not been completed is refunded.
• If we cancel because the work would breach our Acceptable Use Policy or the law, or because we did not receive information we needed from you for 30 days after asking, it is treated as if you cancelled: paid milestones not yet started are refunded.
• If a delivered milestone does not match what the accepted quote described, tell us within 14 days of delivery. We will correct it; if we cannot, that milestone is refunded.
• If we do not start a paid milestone within 30 days of the date we agreed, you may cancel it for a full refund.

Work outside the accepted quote, and delays caused by missing information from you, are not grounds for a refund of completed milestones.

Email info@doxfen.com from the address on your account with your order or receipt number and the reason (a reason is optional for product refunds within 14 days). You can also contact Paddle using the link in your receipt email.

We reply within 2 business days. Once approved, refunds are issued through Paddle within 5 business days; your bank or card provider may take up to a further 10 business days to show it. Refunds are made in the original currency and include any tax charged. Paddle's Buyer Terms also apply.

Please contact us before disputing a payment with your bank, as we can usually resolve the problem faster. If a chargeback is raised, access to the related products and deliverables is suspended while it is investigated.

This policy adds to, and does not reduce, any rights you have under the consumer law of the country where you live. See also our Terms of Service.