Refund Policy
When a payment made for access to the Passdoc document catalogue can be refunded, and when it cannot.
1. What is being paid for
Passdoc is a private service run by Clicdoc Library Limited (C 116386). It is not an administration, is not attached to one, and lodges nothing with one on a customer's behalf. The forms in its catalogue are reproductions of documents that the issuing authorities publish.
The charge covers access to the catalogue of official forms, the tooling that fills a chosen form, and the generation of the completed file so that it can be downloaded. It does not cover any fee, duty or charge that an administration may levy on the document once the customer uses it, and Passdoc refunds no such external fee.
This policy states the conditions on which a payment made on https://www.passdoc.com can be reimbursed, under the rules that govern cross-border electronic commerce. It adds to, without replacing, the Passdoc General Terms of Sale and Use.
2. Seller and price schedule
Clicdoc Library Limited (C 116386), , billing correspondence to [email protected].
A first-time customer takes a promotional entry offer of 48 hours at £0.79 incl. tax, which rolls into a monthly subscription with no commitment at the rate of the plan chosen.
| Item | Amount incl. tax |
|---|---|
| Promotional entry offer, 48 hours | £0.79 |
| Monthly plan, per month thereafter | £43.12 |
| Professional plan, per month thereafter | £87.12 |
| Entry offer plus one month, Monthly plan | £43.91 |
| Entry offer plus one month, Professional plan | £87.91 |
A customer who cancels inside the entry period is charged that entry offer and nothing further, so £0.79 incl. tax is the floor of what any subscriber pays.
None of these amounts is reimbursed. The service counts as performed in full once the customer has been given access to it, that access being the whole of what was sold.
3. Items that are final on payment
Sums paid for the following are definitive and carry no right to reimbursement:
- The 48 hour promotional entry offer, £0.79.
- Any monthly period that has begun.
- Services performed or set in motion: opening of the catalogue, AI-assisted drafting of a document, generation of the file and its provision for download.
- Banking charges, transaction charges and currency conversion charges.
4. Waiver of the right of withdrawal
Under Article L.221-25 of the Consumer Code (EU), a customer who asks for the service to start at once, at the moment the order is validated, thereby waives the right of withdrawal in express terms. That waiver is what opens the customer account and the document catalogue immediately rather than after a waiting period.
It follows that once the account has been activated, or once a document has been generated and made available for download, no reimbursement is due.
5. Cancellation
Cancellation is available at any moment from the customer area and takes effect at the close of the billing period under way.
A period that has started is owed in its entirety. Neither a started period nor a service already carried out gives rise to any repayment.
6. The narrow cases where a refund may be considered
A partial reimbursement may be allowed, at the sole discretion of Passdoc, in these situations and no other:
- Duplicate billing that is demonstrated, arising from a technical payment error.
- A fraudulent transaction that is demonstrated, made without the consent of the person holding the payment method.
- A grave failure of the service that made all use impossible for more than 72 consecutive hours and is imputable to Passdoc alone, rather than to the host, the payment provider or the user.
A claim goes by email to [email protected] with the evidence attached. Claims that are incomplete, or that arrive without evidence, are refused.
7. Time limit for paying a refund
Where a reimbursement has been agreed in express terms, it is executed within 14 business days counted from the validation given by customer service, and is returned to whichever payment method served for the original order.
8. Chargebacks
A bank dispute raised without justification, commonly called a chargeback, is a breach of the contract. Passdoc may contest the reimbursement with the card issuer, pass on the banking charges the dispute generated, and close the account in question permanently.
9. Where to write about billing
Billing Service, Passdoc.com. Email: [email protected].
Claims are handled on GMT+1 (Malta) time. A reply arrives within 5 to 10 business days at the outside.