Refund Policy

Welcome

This Refund Policy explains when and how you can get a refund for a paid DojoWell subscription, and which channel handles your refund. It is part of your contract with Establishment Dojo Tech, the Saudi-registered entity that operates DojoWell, and forms part of our Terms & Conditions.

We have written this Policy to be clear about something that is genuinely confusing for digital-product buyers: the refund channel depends on where you bought. If you bought on iOS, Apple controls your refund. If you bought on Android, Google does. If you bought on the website, Paddle and DojoWell do. We explain each path below.

1. About This Policy

1.1 Who this Policy applies to

This Policy applies to every user who buys a DojoWell paid subscription — whether through dojowell.com (Paddle), the iOS App Store (Apple), or Google Play (Google).

1.2 Relationship with our Terms & Conditions

This Policy is part of, and incorporated by reference into, our Terms & Conditions. By making a purchase, you agree to both. Defined terms used here have the same meaning as in the Terms.

1.3 Local consumer law

Nothing in this Policy removes any right you have under the consumer-protection law of your country that cannot be waived. This includes (but is not limited to) the EU Consumer Rights Directive, the UK Consumer Rights Act 2015, the Saudi Consumer Protection Law, and other equivalent local laws. Where local law conflicts with this Policy, local law prevails for that user.

2. Free vs. Paid Access

2.1 What is free

Every DojoWell user has permanent free access to:

• A fully unlocked Level 1.1 sub-level, including its habit journeys, audio sessions, and reflections.
• Public content on dojowell.com, including the blog, art library, science section, concepts glossary, pillar pages, and meaning-framework essays.

This free tier is intentional. It exists so you can experience meaningful value before deciding whether to subscribe — without time limits, trial restrictions, or paywalled previews.

2.2 What paid plans unlock

Subscribers and lifetime-access holders get:

• The full 7-Levels Journey — all sub-levels beyond Level 1.1.
• The complete premium audio library.
• Personalised habit and loop-tracking features.
• The full guided journey, ad-free, with no third-party advertising at any tier.

2.3 Progressive unlocking

Paid content unlocks progressively, sub-level by sub-level, as you complete the points and reflections in the previous one. This is part of the design — not a paywall — and reflects DojoWell's purpose of supporting durable behavioural change rather than binge consumption.

Refunds are not granted because content unlocks progressively. The progressive structure is communicated clearly before and during purchase.

2.4 Plans available

• Monthly Plan — billed every 30 days.
• Annual Plan — billed once every 12 months at a discounted rate.
• Lifetime Plan — one-time payment for access for the operational lifetime of the platform (see Section 7).

Pricing is shown at checkout in the currency of your store or country.

3. Where You Bought Decides Who Refunds

If you bought on iOS or Android, DojoWell cannot issue your refund. Only Apple or Google can. We cannot bypass the store's billing system. We can, however, help you understand the path — please contact helpdesk@dojowell.com if you are not sure where you bought.

4. Web Purchases (Paddle)

4.1 The 14-day cooling-off period (EU/UK)

Under EU and UK consumer law, buyers of digital content have the right to withdraw from a purchase within 14 days — unless the digital content is made available immediately and the buyer expressly agrees to waive this right.

Because the DojoWell journey starts immediately upon subscription (you get instant access to Level 1.2 and onward), our checkout requires you to confirm:

"I understand that my subscription begins immediately and I waive my 14-day right of withdrawal under EU/UK digital-content law."

This consent is mandatory at the EU/UK checkout. If you have not waived this right at checkout, you may withdraw within 14 days for a full refund. To exercise this right, email helpdesk@dojowell.com with subject line "EU/UK Withdrawal" within 14 days of purchase.

4.2 Discretionary refunds outside the cooling-off period

Outside the cooling-off window, web subscriptions are generally non-refundable. We may, at our discretion, approve a refund in the following circumstances:

• The DojoWell service is unavailable for a substantial period of your active subscription due to a fault on our end.
• You experience a billing error (duplicate charge, charge after cancellation).
• Other exceptional circumstances we judge to warrant a refund.

4.3 How to request a refund (web)

Email helpdesk@dojowell.com with the subject line: "Refund Request — Web" and include:

• Your full name and the email address tied to the subscription.
• Proof of purchase (Paddle receipt or transaction ID).
• The reason for the refund.
• The approximate date of purchase.

4.4 Timeline

• We review refund requests within 7 business days of submission.
• Approved refunds are processed by Paddle (our payment partner) within 5–10 business days of approval, depending on your card issuer's settlement speed.
• Refunds are issued to the original payment method only. We cannot refund to an alternate card or account.

5. iOS Purchases (Apple App Store)

5.1 How to request a refund (iOS)

Apple processes all App Store refunds directly. To request one:

1. Go to reportaproblem.apple.com, or
2. On your iPhone or iPad: Settings → [Your Name] → Subscriptions → DojoWell → Cancel Subscription, then visit reportaproblem.apple.com to request a refund for the most recent charge.

Apple typically responds within 24–48 hours. Apple's decision on the refund is final and follows Apple's published policies and your local consumer law.

5.2 What DojoWell can do

We cannot process App Store refunds. We can:

• Confirm what you bought and when (if you contact us with your Apple receipt).
• Help you understand the App Store refund process.
• Investigate any service issue you experienced and provide that context if Apple requests it.

5.3 Cancellation vs. refund

Cancelling your iOS subscription stops future renewals but does not automatically refund the current period. Submit a separate refund request via Apple if you also want a refund.

6. Android Purchases (Google Play)

6.1 The 48-hour automatic refund window

Google Play automatically allows you to refund subscriptions within 48 hours of purchase. After that, refunds are at Google's discretion.

6.2 How to request a refund (Android)

1. Open the Google Play Store on your Android device.
2. Tap your profile icon → Payments & subscriptions → Subscriptions.
3. Find DojoWell and tap Cancel.
4. For a refund of a recent charge, visit play.google.com/store/account/orderhistory, find the order, and tap Request a refund or Report a problem.

Google typically responds within 1–4 business days.

6.3 What DojoWell can do

We cannot process Google Play refunds. We can:

• Confirm what you bought and when (if you contact us with your Google receipt).
• Help you understand the Play Store refund process.
• Investigate any service issue you experienced and provide that context if Google requests it.

7. Lifetime Plan

7.1 What "Lifetime" means

"Lifetime Access" means access for as long as DojoWell continues to be supported, maintained, and hosted. It includes:

• No recurring payments after the one-time purchase.
• Access to all current paid content (subject to progressive unlocking).
• Access to future content released within the same offering, unless we expressly state a future expansion is a separate paid product.

7.2 What "Lifetime" does NOT mean

• It is not a guarantee of perpetual platform existence — DojoWell may eventually cease operations (Section 9).
• It does not include separate paid extensions, partner products, or future products outside the current scope.
• It is not transferable to another person, account, or entity.

7.3 Lifetime refund window

Lifetime-Plan buyers may request a refund within 365 calendar days of purchase, provided that:

• You have not accessed or completed a substantial portion of the paid content (typically more than 25% of available levels or 25% of the audio library).
• You have not had a previous lifetime-plan refund on this or another DojoWell account.

Refund requests after the 365-day window will not be honoured, except where required by local law or in the case of platform discontinuation (Section 9).

7.4 How to request a Lifetime refund

Lifetime plans bought on the web (via Paddle) follow Section 4. Lifetime plans bought via the App Store or Google Play follow Section 5 or 6 respectively.

8. Refund Exclusions

8.1 Substantial content use

Refunds will not be issued where a substantial portion of paid content has been consumed. Indicators include:

• Listening to multiple premium audio sessions.
• Completing several sub-levels.
• Engaging extensively with personalised features.

We may review usage logs to determine eligibility. We do not look at the content of your private journal entries — usage is measured by counts and timestamps.

8.2 Subjective dissatisfaction

Refunds will not be issued for change of personal preference, mismatch of expectations not based on a service failure, or for misunderstandings about the progressive-unlock model. Examples we cannot refund:

• "I no longer want to use the app."
• "I expected a different style of content."
• "I didn't realise content unlocked progressively."

This Policy and the progressive-unlock structure are explained at checkout and within onboarding.

8.3 Failure to meet our Terms

If your account is terminated for breach of our Terms & Conditions, no refund is owed for unused subscription time, except where required by applicable law.

9. App Discontinuation

9.1 If DojoWell permanently ceases operation

• Monthly subscribers: a prorated refund for the unused portion of the current billing period (web purchases only — App Store and Play Store refunds are subject to Apple or Google policy).
• Annual subscribers: a prorated refund for the unused portion of the current 12-month period (web purchases only).
• Lifetime users: eligible for a refund only if the discontinuation occurs within 365 days of purchase (web purchases). After 365 days, no refund is owed.

9.2 Notice of discontinuation

If we plan to discontinue DojoWell, we will give reasonable advance notice — typically at least 30 days — by email and in-app notification, and will publish information about how to export your data.

10. After a Refund

10.1 What happens to your access

Once a refund is issued:

• Your paid features are deactivated immediately.
• You lose access to sub-levels and audio sessions beyond the free tier.
• Your account remains active for free use unless you ask us to delete it.

10.2 What happens to your data

Your account data — including your free-tier progress — remains in your account unless you request deletion under our Privacy Policy. Subscription and refund records are retained as required by tax and accounting law.

11. Chargebacks & Abuse

11.1 Chargebacks

If you initiate a chargeback or payment dispute with your card issuer or bank without first attempting to resolve the issue with us:

• We will immediately suspend your account pending the outcome.
• We may submit your full purchase and access logs to Paddle, Apple, Google, or your card issuer to contest the chargeback.
• Frivolous chargebacks will be contested under applicable law.

Please contact us first — we'd rather resolve the issue directly.

11.2 Abuse of the refund system

We may decline refund requests where we detect patterns of abuse, including:

• Repeated refund claims from the same user, payment method, or device.
• Attempts to access premium content through deceptive behaviour.
• Use of refund policies to bypass payment for content that has been substantially consumed.

11.3 Permanent termination

Where we identify abuse, we may permanently revoke access to DojoWell for the user and any related accounts, in line with our Terms & Conditions.

12. Governing Law & Disputes

12.1 Governing law

This Refund Policy is governed by the laws of the Kingdom of Saudi Arabia, without regard to conflict-of-laws principles, consistent with our Terms & Conditions.

12.2 Dispute resolution

Refund disputes follow the dispute-resolution path in Section 15 of our Terms & Conditions:

• Step 1 — informal resolution: contact helpdesk@dojowell.com (subject "Dispute Notice"). We work in good faith for at least 60 days.
• Step 2 — arbitration: if unresolved, binding arbitration administered by the Saudi Center for Commercial Arbitration (SCCA) in Riyadh, English language, single arbitrator.
• Consumer carve-out: if you are a consumer in a jurisdiction whose law gives you the right to use your local courts (for example, EU/UK), you may use those courts.

12.3 Local consumer law preserved

Nothing in this Policy removes any consumer right that cannot be waived under your local law.

13. Contact Us

— Establishment Dojo Tech, Dammam, Kingdom of Saudi Arabia