Refund Policy

ItsMeFil Ltd · Last updated: June 2026

Doris subscriptions are sold and fulfilled by Paddle.com (Paddle), who act as our authorised Merchant of Record. This means Paddle is the legal seller of your subscription and is responsible for processing payments, handling tax, and managing refund requests on our behalf.

This policy explains your refund rights when purchasing a Doris subscription. It applies to both individual consumers and businesses.

If local consumer protection laws grant you additional or non-waivable rights, the highest level of protection will always apply. Nothing in this policy limits your mandatory consumer rights.

To request a refund or for any billing questions, contact Paddle directly via their buyer support site at https://paddle.net.

1. General Refund Policy

Unless required by applicable law, Doris subscription payments are non-refundable and non-exchangeable. Paddle may issue refunds on a discretionary basis (see section 7) or where you exercise a statutory withdrawal or refund right (see section 2). Refunds will not be issued where there is evidence of fraud, refund abuse, or other manipulative behaviour. Refund requests must be made within the applicable period described below. If a refund is issued, your access to Doris will cease at the point the refund is processed.

2. Country-Specific Statutory Rights

Where local consumer protection laws grant unconditional withdrawal rights, those rights apply and take precedence over this policy.

United Kingdom, European Union, EEA and Switzerland

Consumers have a 14-day statutory right to withdraw from a Doris subscription and receive a full refund. This right applies to your first subscription payment. It does not apply to subsequent renewal payments, except that if your subscription auto-renews annually, UK customers have a fresh 14-day withdrawal window from the renewal date. If your subscription began with a free trial, a fresh 14-day withdrawal window applies when the trial ends and the first payment is taken. The right to withdraw does not apply if you have expressly consented to waive it after accessing the service. To exercise this right, you must submit your request within 14 days of the transaction (see section 3).

Turkey and Israel

Consumers have a 14-day statutory right to withdraw from a Doris subscription and receive a full refund. To exercise this right, you must submit your request within 14 days of the transaction (see section 3).

South Korea, Brazil and China

Consumers have a 7-day unconditional right to cancel a Doris subscription after delivery and receive a full refund. To exercise this right, you must submit your request within 7 days of the transaction (see section 3).

Canada

Consumers have a 7-day unconditional right to cancel a Doris subscription after delivery and receive a full refund. To exercise this right, you must submit your request within 7 days of the transaction (see section 3). You acknowledge having received access to a French version of this policy. Vous reconnaissez avoir reçu une version française de cette politique.

Singapore

Consumers have a 5-day unconditional right to cancel a Doris subscription after first access and receive a full refund. To exercise this right, you must submit your request within 5 days of the transaction (see section 3).

3. How to Request a Refund

All refund requests are handled by Paddle on our behalf. To request a refund:

• Use the "View receipt" or "Manage subscription" link in your purchase confirmation email, or
• Visit https://paddle.net and select the "Request refund" option, or
• Contact Paddle via the support link in your account's billing page.

If eligible, refunds will be processed using your original payment method where possible, within 14 days of approval. If you are unsure whether you are eligible, contact Paddle and they will assist you.

If your transaction is not eligible for a refund, you may still cancel your subscription at any time to prevent future charges. Cancellation takes effect at the end of your current billing period.

4. Technical Issues and Product Defects

If you experience persistent technical issues with Doris or a material defect that prevents you from accessing the features described, please contact us first at [email protected] so we can attempt to resolve the issue. If we are unable to resolve it, contact Paddle's support team (see section 3) with details of the issue and any response received from us. Where there is clear evidence of a material defect, Paddle will issue a refund in accordance with applicable consumer protection laws.

5. Add-Ons and One-Time Charges

Doris offers optional add-ons (such as additional room packs, member packs, and the billing reports add-on) linked to your main subscription. These add-ons expire when your main subscription ends, unless otherwise stated. Refund eligibility for add-ons follows the same criteria as your main subscription, unless local law provides otherwise. Add-ons that are made immediately accessible may be non-refundable once delivered, except where required by law.

6. Chargebacks and Payment Disputes

If you believe a charge is incorrect, please contact Paddle before raising a chargeback or dispute with your bank or card provider. If you initiate a chargeback, access to Doris may be temporarily suspended while the matter is reviewed. Paddle will provide your payment provider with relevant transaction details as part of any dispute process. This does not affect your lawful rights to dispute a charge under card-scheme or consumer-protection rules.

7. Discretionary Refunds

Paddle may, at its sole discretion, consider a refund request submitted within 14 days of your transaction date. Submitting a request within this period does not guarantee a refund. Requests are reviewed case by case, taking into account the nature of the subscription, reason for the request, and extent of use. Paddle may approve a full refund, a partial refund, or decline the request. Any discretionary refund does not create an obligation to provide refunds for future similar requests.

8. Changes to This Policy

We may update this policy from time to time. The version in effect at the time of your transaction governs that transaction. We recommend saving a copy for your records.

9. Governing Law and Disputes

This policy is subject to the governing law and dispute resolution provisions set out in Paddle's Buyer Terms and Conditions, available at https://paddle.net.