Refund and Cancellation Policy
When you get money back, and what happens to your documents afterwards. There are no subscriptions to cancel: you pay once, per document, for the paid clauses it needs.
The short version
- There are no subscriptions. Nothing renews, and nothing is charged automatically.
- Creating, copying and downloading a document is free. You pay once, per document, only for the paid clauses your answers add.
- A clause purchase is refundable within 14 days, provided you have not yet downloaded or published that document.
- A refund locks the clauses again, and a hosted document that depended on them stops being served.
- Documents you have already exported stay yours, whatever happens to your account.
When we refund
Clause purchases — 14 days
Ask within 14 days of buying the paid clauses for a document and we will refund them in full, provided you have not downloaded or published that document since. Once a document has been exported or published, the thing you bought has been delivered, and it cannot be returned.
If we cause the problem
If we charge you for a clause your answers did not include, or charge you twice, we refund it in full — always, and without a time limit. If we get a charge wrong in any other way, we refund the difference.
When we do not refund
- Clause purchases for a document that has already been downloaded or published.
- Accounts suspended or terminated for breach of the Acceptable Use Policy.
- Requests made outside the window above, unless the law requires otherwise.
We would rather refund a marginal case than argue about it. If you think your situation is unfair, say so — we read those emails.
If you are a consumer in the EU or UK
The Service is sold for business use, so these rights usually do not apply. Where you are nonetheless a consumer under EU or UK law, you have a statutory right to withdraw from a distance contract within 14 days without giving a reason.
Because the Service starts immediately, you are asked at checkout to consent to immediate performance and to acknowledge that you lose the right of withdrawal once digital content has been supplied. If you have not yet downloaded or published the document, the right survives and we will refund you in full.
Nothing in this policy limits your statutory rights, and the refund terms above apply in addition to them, not instead of them.
How to ask for a refund
Email support@policy.monster from the address on your account, with the date of the charge and the document it was for. Your purchases are listed under Settings → Billing. We reply within two business days.
Approved refunds are always for the whole purchase and go back to the original payment method — your card through Stripe, or your PayPal account through PayPal — usually within five to ten business days depending on your bank. We email you when a refund is issued. We do not refund by any other method, because refunding to a different destination is how payment fraud is laundered.
Chargebacks
Please ask us before disputing a charge with your bank. A chargeback costs us a fee and automatically suspends the account while the dispute runs, which takes your hosted documents offline — usually the opposite of what the customer wanted. Almost every dispute we have seen would have been resolved faster by email. If you have already filed one, tell us and we will work with you either way.
What happens to your documents and data
After a refund
The refunded clauses lock again. If the document was hosted, it stops being served at policies.policy.monster — a link from your website to it will stop resolving, so repoint it first. Your answers, documents and version history stay in the account.
Export
Free documents, and documents whose paid clauses you hold, can be exported as HTML, Markdown, plain text, PDF or Word at any time. There is no export window to miss and no fee for leaving.
Deleting the account
Deleting your account deletes your organisation, sites, answers, documents and version history within 30 days, and from encrypted backups within a further 35 days as the backup cycle ages out. Hosted documents stop being served when the account is deleted. Billing and tax records are kept for seven years because the law requires it. This is not reversible — export first.
Where we hold personal data as your processor, deletion follows the Data Processing Addendum. The rest is described in the Privacy Policy.