Refund Policy

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1. Overview

Instant~Documents aims to provide reliable and high-quality document automation services.
Because our documents become legally usable once any recipient has signed, this policy explains when refunds can and cannot be provided.

By purchasing or using our service, you agree to this Refund Policy.

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2. Key Refund Principle (Signature-Based)

Our service is considered fulfilled once any recipient has received the document for signing.

Refunds may be available before any recipient signs. You may request a refund in cases such as:

• Duplicate purchase
• Document not yet sent for signing
• Technical issues preventing document generation or delivery

Once a document has been sent to a recipient or the signing provider has processed it, the order is considered fulfilled.

Partial refunds may be considered if the wording is substantially unsuitable due to technical or system issues, but not for simple change of mind.

This prevents misuse such as:

• Copying or reusing document content
• Requesting a refund after receiving full benefit

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3. Refund Window

Refund requests must be submitted within 30 days of purchase and before any recipient signs.

Requests made after the signing link is sent are generally not eligible for full refunds, except in exceptional circumstances (see Section 8).

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4. Refund Request Process

To request a refund:

1. Email support@instant-documents.com
2. Include:
   • Name
   • Order number
   • Email used at checkout
3. Specify:
   • Document sent status
   • Any recipient views or signatures
4. Optional: attach screenshots or evidence of issue

We will acknowledge your request within 2 business days.

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5. Refund Determination Criteria

We assess refund requests based on:

• Document usage status (sent / viewed / signed)
• Whether any recipient has signed
• Technical/system errors caused by us
• Time since purchase
• Compliance with Terms & Conditions

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6. Partial vs Full Refunds

Refund Type	When Applicable
Full Refund	Request before document sent or signed, duplicate payment, or technical failure
Partial Refund	Wording or document issue caused by system or template error before signing
No Refund	Document sent to recipient, any recipient signed, or order completed

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7. Non-Refundable Scenarios

Refunds are not available for:

• Change of mind after document has been sent
• Document copied or used without authorization
• Multiple refunds for the same order
• Documents already signed by any recipient
• Payment processor fees that are non-reversible

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8. Exceptional Circumstances

We may consider a refund, credit, or replacement if:

• Technical failures prevent document delivery
• Duplicate billing occurs
• Required by Australian Consumer Law

These are reviewed case by case.

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9. Refund Processing Timeline

• Review of request: 3�5 business days
• Decision emailed: within 5 business days
• Refund issued (if approved): within 2 business days
• Funds appear in account: 3�5 business days (varies by bank)

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10. Refund Method

Refunds are issued to the original payment method.
If not possible, account credit may be offered.

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11. Chargebacks

Before filing a chargeback, contact us first.

Unnotified chargebacks may result in:

• Dispute of the chargeback
• Account suspension
• Loss of eligibility for future refunds

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12. Contact Information

For refund inquiries:

Instant~Documents Support
Email: support@instant-documents.com

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Version History

Version 2.0 � January 15, 2025

• Signature-based refund rules
• Clarified full/partial refund conditions
• Expanded non-refundable scenarios
• Added exceptional circumstances
• Added version history section

Version 1.0 � September 1, 2024

• Initial refund policy