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Refund Policy

Last updated: September 2026

This page explains the refund terms in plain language, including the 14-day money-back guarantee that applies in every country. If anything on this page conflicts with the Terms of Service, the Terms control.

1. 14-day money-back guarantee

  • Subscriptions. Wherever you live, you can request a full refund within 14 days after the first payment for a paid Diglot plan on your account, whether the plan is monthly or annual. No reason is required.
  • Renewals. Renewal payments are not covered by the guarantee. Statutory rights still apply to them where mandatory law provides them.
  • Page packs. You can request a full refund of a one-time page pack within 14 days of purchase, provided no pages from that pack have been used.
  • How to request it. Email support@diglot.ai from the email address associated with your account and include your order or invoice number. The refund is processed by the Merchant of Record that handled your transaction (currently Dodo Payments) to your original payment method. The time it takes for the money to appear depends on your bank or payment provider.
  • What happens to your account. After a guarantee refund of a subscription, paid access ends immediately and your account returns to the Free plan. Your documents and saved work are not deleted.

2. Statutory withdrawal rights

  • Statutory consumer rights are not affected by the money-back guarantee and apply in addition to it.

  • Consumers in the EU, EEA and UK have a statutory 14-day right of withdrawal from the date the contract is concluded.

  • If you ask us to begin providing the paid digital service during that period, you expressly consent to immediate performance and acknowledge that the right of withdrawal may be lost once the service has been substantially performed.

  • Outside the money-back guarantee and the statutory withdrawal window, paid fees are non-refundable unless mandatory local law requires otherwise or Diglot or the Merchant of Record explicitly grants a goodwill refund. We do not pro-rate partial billing periods.

3. How to request a refund or billing review

Email support@diglot.ai from the address associated with your account. Include your order or invoice number and a short description of the issue. We will review the request and route it to the Merchant of Record that handled the transaction where appropriate.

The Merchant of Record is responsible for payment processing, taxes, chargebacks and refund processing. Requests that meet the money-back guarantee in section 1 are refunded in full. For other requests, we cannot promise that every request will be approved. We cannot give a universal processing-time estimate, because the time it takes for money to appear depends on the bank or payment provider.

4. Cancelling a subscription

Paid subscriptions renew automatically until cancelled. To stop the next renewal, cancel through Settings → Billing → Cancel subscription or contact support at least 24 hours before the renewal date.

Cancellation takes effect at the end of the current paid period. Cancelling on its own does not trigger a refund (see section 1 for the money-back guarantee), and it does not delete your documents or saved work.

5. One-time purchases and page packs

Page packs are covered by the 14-day money-back guarantee in section 1: you can request a full refund within 14 days of purchase if no pages from that pack have been used. Once pages from a pack have been used, the pack is not covered by the guarantee, and statutory rights and the Terms still apply. Credits can become available after payment confirmation. Contact support if you made a purchase in error, and we will assess the request under the guarantee, applicable law and the Terms.

6. Teams and institutional agreements

Departmental, lab, university, and enterprise institutional agreements are governed by their respective organizational master service agreements and customized contracts. Institutional term commitments, invoicing schedules, and cancellation conditions are specified in your institution’s signed order form.

7. Billing inquiries and payment disputes

If you see an unexpected charge or have a question about currency conversion or an invoice, contact support@diglot.ai with the order or invoice number. We will help identify the transaction and direct the request to the appropriate payment provider. Nothing here limits your statutory right to contact your card issuer or another competent authority.