Purchases, invoices, withdrawals and refunds are processed through Paddle.
Dokaido payments through Paddle
Refund Policy
This policy explains how refunds, statutory withdrawal and cancellation of a Dokaido subscription work.
This policy does not restrict mandatory statutory withdrawal or conformity rights.
A regular cancellation takes effect at the end of the current billing period and prevents further charges.
1. Supplier and scope
This policy applies to paid Dokaido subscriptions and add-ons purchased through Paddle. The Dokaido service is supplied by A.M Henschke / MEDIAGENTA. For these transactions, Paddle is the authorised reseller and the contracting party responsible for payment processing.
The terms shown at checkout, the Paddle Buyer Terms and the Paddle Refund Policy also apply. Mandatory rights under the law of a consumer's habitual residence take precedence.
2. Statutory withdrawal rights
Consumers in the European Union, European Economic Area, Switzerland and the United Kingdom generally have a 14-day right to withdraw from certain digital service contracts. Under Paddle's policy, this applies in particular to the first payment under a subscription. Different mandatory periods and rights may apply in other countries.
Whether a right of withdrawal applies, the effect of requesting immediate performance, and whether any amount is payable for service supplied before withdrawal depend on applicable law and the statements made at checkout. This policy does not exclude any statutory withdrawal right.
3. Other refunds
Outside mandatory statutory rights, there is no general entitlement to a refund for an already billed and usable period. Paddle may nevertheless review requests case by case. This includes duplicate charges, unauthorised payments, material technical issues, or a service that materially differs from its description.
For a technical issue, please first contact team@dokaido.com so that we can investigate and, where possible, resolve it. This does not affect your statutory rights.
4. Cancelling a subscription
You may cancel a subscription at any time using the link in your Paddle purchase confirmation or through Paddle's customer portal. A regular cancellation takes effect at the end of the current billing period. Paid access continues until then, and no further renewal will be charged afterwards.
Important: cancellation prevents future charges. It does not automatically refund the billing period that has already started. Mandatory withdrawal and refund rights remain unaffected.
5. Requesting a withdrawal or refund
Submit your request directly to Paddle using one of these methods:
- use “View receipt” or “Manage subscription” in your Paddle purchase confirmation;
- use the support link on your invoice or in Dokaido's billing area; or
- visit paddle.net and select “Request refund”.
Where possible, include the email address used for purchase, the transaction or invoice number, and the reason for your request. Dokaido may assist Paddle with a technical review but does not repay amounts received through Paddle outside Paddle's refund process.
6. Decision and effect of a refund
Paddle verifies eligibility and timing using the transaction record and applicable law. An approved refund is returned to the original payment method where possible. A full refund may end access to the relevant service, and plan-linked benefits may be adjusted to reflect the confirmed payment status.
Chargebacks and payment disputes are handled under Paddle's terms and applicable law. Where possible, contact Paddle first so that the transaction can be reviewed directly.
7. Contact and changes
Product and technical questions: team@dokaido.com
Payment, cancellation and refund requests: paddle.net
We may update this policy for future purchases when the product, payment provider or law changes. A transaction is governed by the version applicable when it was made and by mandatory applicable law. Last updated: 27 August 2026.