Refunds and disputes
You can run the tools before you pay for anything, so this page comes up less often here than it does elsewhere. When something does go wrong, an email settles it faster than a bank can.
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You see it before you buy it
Every paid plan unlocks tools you have already been running. The daily allowance is not a preview build or a cut-down version — it is the same software, on your own files, working the same way. What payment changes is how much you can do in a day.
That is deliberate, and it is the reason a refund is rarely the right answer here. You are not buying a description of something you have not seen.
When we refund, without argument
A tool failed on your file, you told us, and we could not make it work. That is our problem, not yours.
You were charged twice, or charged after cancelling. Send the receipt and it goes back.
Write to support@docugrip.com from the address you paid with. Most of these are settled the same day.
When we do not
A day pass or a week pass that has been used has been delivered — the work you ran with it cannot be handed back. Where the law gives you a right to withdraw, that right still applies; the next section explains it.
Cancelling a monthly or yearly plan stops the next charge. It does not refund the period you are already in, and it does not cut your access short: everything stays open until that period ends.
If you are in the EU or the UK
You can withdraw from a purchase within fourteen days of receiving access. DocuGrip plans are sold through Link, Stripe’s service that acts as the seller of record, so Link handles the withdrawal and the refund: contact Link support — you can reach it from your order at link.com or from the receipt Link sent you — and say you are withdrawing from the contract.
If you would rather write to us, send the receipt to support@docugrip.com and we will make sure the withdrawal reaches Link. You do not need to give a reason.
Before you call your bank
A chargeback takes weeks and costs us a fee whichever way it is decided. An email usually reaches the same answer the same day.
If a charge looks wrong to you, write to support@docugrip.com first. We would rather settle it directly than argue about it through two banks.
Who you are paying, and what your bank will show
DocuGrip is a product of Simulator Arts LLC. Payments are handled by Stripe as the seller of record.
Two things follow from that, and they are easier to read here than in your bank app. Your statement will show LINK.COM* DOCUGRIP — Link is the Stripe service that carries the sale. Your receipt arrives from Link as well and lists the purchase as sold through them.
If that line looks unfamiliar later, it is this purchase.