Refund policy

Returns, withdrawal and refunds — digital products and software

Version dated 24 October 2026. This version applies to orders placed after publication. Earlier orders remain governed by the terms accepted when the contract was concluded.

Once digital supply has begun, no change-of-mind refund is offered where the right of withdrawal has been validly lost. This includes changing your mind, not using the product, not using a received licence key, or choosing a product whose characteristics and requirements were clearly disclosed. This rule never removes statutory guarantees, remedies for non-performance or other mandatory rights.

1. Products covered

This policy covers software, licences, ZIP files, PDFs, ebooks, templates and other content supplied without a physical medium by DocPilot IA. No postal return is required for this content. Services and any physical goods are subject to the separate rules below.

2. Immediate supply and loss of the right of withdrawal

For consumers, the statutory period is generally fourteen days from conclusion of the digital-content contract. Under Article L. 221-28(13) of the French Consumer Code, this right can no longer be exercised where performance has begun before that period expires and all three conditions below are met:

1. the customer gave prior express consent for performance to begin before the withdrawal period expired;
2. the customer expressly acknowledged that the right of withdrawal would be lost when performance began;
3. DocPilot IA provided confirmation of that consent and acknowledgement on a durable medium, such as email, as required by Article L. 221-13.

General acceptance of the terms of sale, payment, opening an email, downloading, or simply requesting a key does not replace these conditions. If they are not met, statutory withdrawal rights remain available.

3. Keys and licence files

A key or signed licence file is a personal means of accessing the purchased software. Its delivery or the making available of the software forms part of digital supply. Where the conditions in section 2 have been met, no change-of-mind refund is available after that supply begins, including after receipt of the licence, even if the customer does not import or activate it or later stops using the software.

Generating a named licence does not, by itself, exclude withdrawal. A technical inability to revoke an offline licence remotely does not prevent a refund that is legally due.

4. Defects, missing files or failure to supply

Contact contact@docpilotia.com with the order reference, product, edition, environment and a description of the problem. Where required by law, DocPilot IA first seeks to bring the product into conformity through a replacement link, conforming file, correction or activation assistance. A price reduction or termination with a refund remains available in the circumstances provided by law, including a sufficiently serious defect, unsuccessful remediation or failure to supply. Expiry of a commercial support period does not end a statutory guarantee.

Applicable guarantees are detailed in the Terms of sale. A statutory refund is not made conditional on accepting store credit, processing fees or a general waiver of guarantees.

5. Withdrawal where it remains available

Withdraw from the contract — access return or cancellation requests. Submitting a request does not trigger an automatic refund; eligibility is assessed under these rules and applicable law.

You may notify your decision without giving a reason by email to contact@docpilotia.com, by post to the published contact details, or through the return or cancellation function in your customer account where available. A customer account is not required to notify us by email or post. Statutory time limits and any statutory extensions apply.

Model form: To DocPilot IA, 44 boulevard Georges Pompidou, 14000 Caen, France, contact@docpilotia.com: “I hereby give notice of withdrawal from my contract for the following goods / digital content / service: …; ordered on … / received on …; order number …; consumer’s name …; consumer’s address …; date …; signature only if this form is submitted on paper.” Any other clear statement is also sufficient.

A refund arising from valid withdrawal is made no later than fourteen days after notification, using the original payment method unless another method is expressly agreed, without refund fees. Other remedies are subject to their applicable mandatory procedures and deadlines.

6. Services and any physical goods

Development, installation, training or maintenance services do not become non-refundable merely because a key has been delivered. Where a service begins at a consumer’s express request before the fourteen-day period ends, statutory rules on proportionate payment for the service already performed apply if the consumer withdraws. Loss of the right for a fully performed service requires the conditions in Article L. 221-28(1). Any physical goods are subject to terms disclosed before ordering; the digital-content exception is not extended to those goods.

Where an offer combines software, bonuses and services, rights are assessed for each component according to its nature. Downloading a bonus does not by itself remove rights relating to an unperformed service.

7. Business purchases and end of usage rights

For a business purchase, no contractual change-of-mind return right is granted after supply, unless specifically agreed in writing and subject to applicable mandatory law. Business status does not follow merely from a product’s name.

Following a full refund involving termination of the contract, usage rights for the relevant product end: the customer must stop using it, uninstall the software and delete the corresponding copies and licences, without deleting their own business data. A permanent licence does not authorise use after termination. A price reduction without termination does not automatically end usage rights.

Contact: DocPilot IA — contact details. See also the Terms of sale and Digital delivery policy.