What is Your Refund Policy?

Puredocx is committed to offering every user the best experience, if you dispute an order, we will try our best to figure out the problem for you first.

Questions about the refund process? Please read the FAQs below.

1. In what circumstances do we (Puredocx) issue a refund?

• Purchased Two Plans? If the user has mistakenly purchased two plans under their account, we will help them refund one of the plans in full.
• Having a Software Problem? 

1. For a yearly subscription license, If the Software does not function properly within two weeks of purchase, please contact us within those two weeks for a refund. You shall be responsible for all taxes, withholdings, duties and levies arising from the order (excluding taxes based on the net income of Mllx).
2. For ALL subscriptions, if the user refuses to cooperate with Puredocx support team for troubleshooting (e.g., refuses to provide details about the problem), Puredocx reserves to right to refuse to issue a refund.

• Feeling Dissatisfied? Under no circumstances Puredocx will provide refunds on "your software is not what I need" basis. Otherwise the purchased software has a bug, and no solution has been provided within 30 days after our support team provides email support and further assistance. There's no difference between a bug and a feature request from the user's perspective. It may be confusing to determine what problem you need to address. keep in mind that missing features should not be considered bugs if you have a expectation that it should be in the software at that point.
• Automatic Renewal? Your subscription begins as soon as your order is processed, and will automatically be renewed on the expiration date, without notice until you cancel. Your automatic renewal payment is non-refundable and your service will continue even if you cancel until the end of that billing cycle.
• Wrong Plan? If the user bought the wrong plan, we would assist the user in changing to the more appropriate plan and refund the difference. Or in the case of an upgrade, the user must pay the difference.
• Wrong System? We will not issue a refund if the user did not read important information such as system requirements before purchasing a plan and failed to use the software on a supported OS.    
• Third-party Resellers? Plans purchased from third-party resellers will not be refunded by Puredocx. Please contact the dealer for a refund request.

2. What is the Puredocx refund process?

• Go to Puredocx Payment history, and under Subscription Details, find the corresponding order to be refunded, click the Refund button;
• Complete the form with an accurate description of the reason for the refund or in the case of a change of plan, provide the details of the plan to be exchanged; 
• Our customer support team will contact you within 3 business day.

3. How long does it take to get my refund?

Our customer support team will contact you within 3 business day after receiving the request. If the circumstances meet the requirements for a refund, then after they have been confirmed by the support personnel, we will start processing your refund. Once the refund process has been started the actual refund time depends on your payment method, generally 3-7 business days by PayPal, 7-30 days by a Visa or MasterCard. The refund processing time will be longer than expected during holidays. The refund will go back to the same payment method you initially used.