REFUND POLICY

Refunds, withdrawals and dispute resolution for paid services

Effective Date: August 2026

Provider: DigitalFreedom A brand of DigitalFreedom Global LLC 30 N Gould St, Ste N Sheridan, WY 82801 United States Contact: hello@digitalfreedom.co.za Customer support: support@digitalfreedom.co.za Website: https://digitalfreedom.co.za

0. SCOPE

This Policy explains how refunds work for DokuAI and other DigitalFreedom apps and services. It supplements the Terms of Service and the Subscription Terms.

The Services are distributed via the Apple App Store and the Google Play Store and are therefore available in every country and territory those platforms serve. This Policy applies globally. The Provider applies the European Union Consumer Rights Directive (2011/83/EU) and Digital Content Directive ((EU) 2019/770) as the baseline standard and additionally complies with any more protective local consumer-protection law (Australian Consumer Law statutory guarantees, UK Consumer Rights Act 2015, US state laws, Brazilian CDC, etc.).

For consumers in Australia:

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled:

to cancel your service contract with us; and

to a refund for the unused portion, or to compensation for its reduced value.

You are also entitled to choose a refund or replacement for major failures with goods. If a failure with the goods or a service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done you are entitled to a refund for the goods and to cancel the contract for the service and obtain a refund of any unused portion. You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure in the goods or service.

Nothing in this Policy limits those guarantees; where a failure is major, the choice between refund and replacement is yours, and the remedy is owed by the Provider as supplier.

1. WHO HANDLES YOUR REFUND

Refund authority follows the seller of your purchase:

Purchase channel	Seller	Refund handled by
Apple App Store / TestFlight (in-app purchase or subscription)	Apple Distribution International Ltd. in the EU/EEA, UK, Switzerland and Türkiye; DigitalFreedom Global LLC elsewhere, with Apple acting as our agent	Apple’s flow at https://reportaproblem.apple.com in both cases — Apple processes the payment; where we are the seller, your statutory rights run against us and § 2 names the route
Google Play (in-app purchase or subscription)	DigitalFreedom Global LLC, unless the Play terms for your market name a Google entity as the seller	Google’s flow at https://play.google.com/store/account/orderhistory — or us directly: we can refund Play orders for our own products ourselves

We cannot reverse a charge made by Apple — App Store refunds go through Apple’s flow. Google Play orders we can refund ourselves. Where DigitalFreedom is the seller of your purchase, statutory refund and remedy rights are owed by us and are not limited by the store’s discretionary policy.

2. PLATFORM REFUNDS (APPLE / GOOGLE)

2.1 Apple App Store

Request a refund: https://reportaproblem.apple.com
Apple decides at its sole discretion based on Apple’s refund policy
Typical reasons for refund: accidental purchase, app didn’t work as described, child purchase without authorisation
Apple may take 24–72 hours to decide; outcome is communicated by email
If Apple refunds, your access to the paid content / subscription period is revoked

2.2 Google Play

Within 48 hours of purchase: refund typically automatic via Google Play
After 48 hours: contact the developer first (us — see § 8) or use Google Play’s “Request a refund” flow
Google applies its refund policy to requests made through its flow; requests made to us we decide ourselves, and statutory rights are never subject to discretion
Subscriptions: cancellation stops the next renewal; for the current period, ask through either route

For both Apple and Google, you keep access to the paid content for the period already paid, unless the refund is granted.

3. DIRECT PURCHASES

There is no direct purchase channel. Every paid subscription and in-app purchase is sold through the Apple App Store or Google Play. Who the seller is depends on the store and the market — see § 1 and the seller table in the Legal Framework Overview § 3.

Where the store is the seller, the statutory right of withdrawal runs against the store and its process applies. Where DigitalFreedom is the seller — the default on Google Play, and in the App Store’s agent territories — those statutory rights run against us. § 2 describes the routes either way.

If a direct channel is ever offered, this section will set out the withdrawal instruction, the model withdrawal form and the refund route required for it. Until then, no such route exists and none is implied.

4. SUBSCRIPTIONS

For auto-renewing subscriptions:

Cancellation (stops future renewals) — see Subscription Terms § 6
Refund of the current period — handled per § 1 above — by Apple or Google, depending on the store
Pro-rata refunds for cancelled annual subscriptions: through Apple’s flow they are at Apple’s discretion; on Google Play, and wherever DigitalFreedom is the seller, we grant pro-rata where mandatory consumer-protection law requires it and may grant it beyond that
Unused portions of free trials are not refundable

5. CHARGEBACKS

If you initiate a chargeback with your bank or card issuer:

we cooperate with the bank’s investigation
we may suspend your account during the dispute period to prevent abuse
successful chargebacks may result in account termination per the Terms of Service § 12 if there is no underlying legitimate dispute
we encourage contacting us first via support@digitalfreedom.co.za — most issues can be resolved more quickly than via chargeback

6. NO-REFUND CATEGORIES

The following are typically non-refundable, subject to mandatory consumer-protection rights:

one-time consumable in-app purchases that have been fully consumed
gift / promo codes after redemption
third-party content purchased through DokuAI (subject to the third party’s own refund policy)

7. EU ONLINE DISPUTE RESOLUTION

The European Commission’s Online Dispute Resolution platform ceased operation on 20 July 2025. Regulation (EU) 2024/3228 repealed Regulation (EU) No 524/2013, under which the platform had been established. Consumers may contact us directly at hello@digitalfreedom.co.za or approach a competent alternative dispute resolution body in their country of residence.

DigitalFreedom Global LLC is neither obligated nor willing to participate in dispute resolution proceedings before a consumer arbitration board (Verbraucherschlichtungsstelle) pursuant to the German Consumer Dispute Resolution Act (VSBG), unless required by law.

8. CONTACT

DigitalFreedom A brand of DigitalFreedom Global LLC 30 N Gould St, Ste N Sheridan, WY 82801 United States

Refund / withdrawal: support@digitalfreedom.co.za General: hello@digitalfreedom.co.za Website: https://digitalfreedom.co.za