Refund Policy

Last Updated: December 2024

1. Overview

At DOI Powerline, we strive to provide excellent service and customer satisfaction. This Refund Policy outlines the conditions under which refunds may be issued for our subscription plans and services.

By purchasing a subscription, you acknowledge that you have read, understood, and agree to this Refund Policy.

2. Eligibility for Refunds

2.1 Full Refund Eligibility

You may be eligible for a full refund if:

  • You request a refund within 7 days of your initial subscription purchase
  • You have not created any DOIs using the paid plan features
  • You have not utilized more than 10% of your daily DOI limit
  • There was a technical issue on our end that prevented you from using the service

2.2 Partial Refund Eligibility

Partial refunds may be considered in the following cases:

  • Requests made within 14 days of purchase with minimal service usage
  • Extended service outages affecting your ability to use the platform
  • Documented billing errors or duplicate charges

2.3 Pro-Rated Refunds

For annual subscriptions, pro-rated refunds may be available if:

  • You cancel within the first 30 days
  • Usage has been minimal
  • The refund is calculated based on unused months remaining

3. Non-Refundable Situations

Refunds will NOT be issued in the following cases:

  • Requests made after 30 days from the date of purchase
  • If you have created DOIs using the subscription (DOIs are permanent records)
  • Violation of our Terms of Service leading to account suspension
  • Change of mind after significant usage of the service
  • Failure to use the service (non-use does not qualify for refunds)
  • Dissatisfaction with features that were clearly described before purchase
  • Account termination due to policy violations
  • Free plan users (no payment was made)

4. DOI Creation and Refunds

Important: Digital Object Identifiers (DOIs) are permanent, persistent identifiers that become part of the scholarly record. Once a DOI is created:

  • It cannot be deleted or revoked
  • The associated metadata remains in the public registry
  • This permanence affects refund eligibility

If you have created DOIs, the value of those permanent identifiers has been delivered, and full refunds are generally not available. Partial refunds may be considered on a case-by-case basis.

5. How to Request a Refund

Step 1: Contact Support

Submit a refund request through one of the following methods:

  • Support Ticket: Log in to your account and submit a support ticket with subject "Refund Request"
  • Contact Form: Use our contact form with "Refund Request" in the subject line

Step 2: Provide Required Information

Include the following in your refund request:

  • Your registered email address
  • Date of purchase
  • Subscription plan purchased
  • Reason for refund request
  • Transaction ID or payment reference (if available)

Step 3: Review Process

Our team will review your request within 3-5 business days. We may contact you for additional information if needed.

6. Refund Processing

6.1 Approval Notification

If your refund is approved, you will receive an email confirmation with details of the refund amount and timeline.

6.2 Processing Time

  • Approved refunds are processed within 7-10 business days
  • The refund will be credited to the original payment method
  • Bank processing times may vary (additional 3-5 business days)

6.3 Currency and Exchange Rates

Refunds are processed in the original currency of payment. Exchange rate fluctuations may affect the final amount received for international transactions.

7. Subscription Cancellation

Cancelling your subscription is different from requesting a refund:

  • Cancellation: Stops future billing; you retain access until the current period ends
  • Refund: Returns payment for unused service; account may be downgraded immediately

You can cancel your subscription at any time through your account settings. Cancelled subscriptions do not automatically qualify for refunds.

8. Institutional Accounts

For institutional/organizational subscriptions:

  • Refund requests must be submitted by the authorized account administrator
  • Additional documentation may be required
  • Custom agreements may have different refund terms
  • Contact us directly for institutional refund inquiries

9. Disputes and Chargebacks

We encourage you to contact us directly before initiating a dispute with your payment provider. We are committed to resolving issues fairly and promptly.

Unauthorized chargebacks may result in:

  • Immediate account suspension
  • Loss of created DOIs and data
  • Potential legal action for fraudulent claims

10. Special Circumstances

We understand that exceptional circumstances may arise. The following situations will be evaluated individually:

  • Medical emergencies
  • Natural disasters affecting your ability to use the service
  • Documented financial hardship
  • Technical issues caused by our platform

Please provide relevant documentation when requesting consideration for special circumstances.

11. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective upon posting to the website. The policy in effect at the time of your purchase will apply to that transaction.

12. Contact Us

For questions about this Refund Policy or to request a refund, please contact us:

  • Through our Contact Form
  • Via the Support Ticket system (for registered users)

We aim to respond to all inquiries within 24-48 hours during business days.