Refund Policy

The short version

• Any subscription charge is refunded in full if you ask within 14 days of it being taken.
• Cancel at any time. Your workspace keeps working until the end of the period you have paid for, and it does not renew.
• The Free plan never charges, so there is nothing to refund.
• Model usage is billed to you by your own model provider, on your own key, so it is not ours to refund.

Refunds on a subscription

Donna is sold on a monthly subscription. If you are unhappy with the service for any reason, email us within 14 days of the charge and we will refund it in full — your first payment and every renewal alike. We may ask what went wrong, because it is useful to us, but an answer is never a condition of the refund.

After the 14 days have passed, a charge for a period that has already been served is not normally refunded. Cancel instead: cancelling stops the next renewal, and you keep full access until the end of the period you have already paid for. We do not pro-rate an unused part of a month by default, but if you were charged for a month you genuinely did not use — a renewal you meant to cancel, a duplicate workspace, a card charged twice — tell us and we will put it right.

If something is broken on our side

An outage, a defect, or a billing error is not on you. Where Donna was materially unavailable or not working as described for a meaningful part of a billing period, we will refund that period in full or credit it to your account, whichever you prefer, whether or not the 14 days have run out. Nothing in this policy limits any statutory right you have.

Model usage is not part of the subscription

Donna runs on your own model provider key — Anthropic, OpenAI, Google, Mistral or Groq. Those tokens are billed to you by that provider, at their published rates, on your own account. We never mark them up, and we never see that money, so we cannot refund it; a question about a model bill goes to the provider that issued it.

Where you use a key we supply to get started, that usage is metered and passed through at cost on your Donna invoice. Metered usage that has already been delivered is refundable only where it was metered in error.

How to ask for a refund

Email hello@donna.do from the address on the account, and tell us which charge you mean — the date and the amount are enough. A person answers. We aim to reply within one business day and to approve or decline within three.

Approved refunds go back to the original payment method through Paddle.com Market Ltd, our payment provider and the merchant of record for the sale. We issue them immediately on approval; how quickly the money lands is up to your bank, and is usually five to ten business days. Refunds are made in the currency you were charged in, and we do not cover a difference caused by the exchange rate moving in between.

Cancelling

Cancel from your workspace billing settings at any time, or write to us and we will do it for you. Cancelling takes effect at the end of the current billing period: nothing further is charged, and access continues until that date. Your conversations and settings stay in place while the workspace exists — deleting the workspace deletes them, as described in our Privacy Policy.

Consumers in the EU and the UK

If you are buying as a consumer rather than for a business, you have a statutory right to withdraw from a distance contract within 14 days. Starting to use Donna within that period is a request for the service to begin immediately, and you may then be charged for the part you have used if you withdraw. In practice the refund above is at least as generous, and we apply whichever is better for you.

Changes and contact

We may update this policy; the version that applies to a charge is the one published when the charge was taken. Questions about a refund, an invoice or this policy go to hello@donna.do.