Refunds and failed payments

This is how we handle refunds and payments that do not go through. Doodle board follows these rules in the product, the emails and your invoices.

Asking for a refund

How to ask: Email us from the address on your account. Say which payment you want refunded and why. You do not need a special form. Our support channel is email: support@doodleboard.co.uk.
Who decides: The Doodle board support team decides every request. We answer each one, with the reason, whether it is a yes or a no.
How long a decision takes: We decide within 5 working days of getting your request. Support hours are Monday to Friday, 9am to 5pm UK time, not bank holidays.

What we refund

Your first payment. If you ask within 14 days of your first payment, we refund that payment in full.
A payment taken by mistake. If we took a payment twice, or took a payment after you cancelled, we refund it in full.
Other payments. We do not refund a month that you have already had. You can cancel at any time in Billing and seats, and we take no more payments after that.
How the money comes back. We refund to the card that paid. It can take 5 to 10 working days to show on your statement. The refund also appears in your invoice list in Billing and seats, with the price, VAT and total.

When a payment fails

If we cannot take a payment, we try again on days 3, 5, 7 after the first failure. Your team keeps full access for 7 days. Here is what happens, in order.

Day 0: the payment fails. We email you and show a message in Billing and seats. Everyone on your team can still use every board.
Day 3: we try your card again (try 1 of 3). If the payment goes through, nothing changes and your subscription carries on.
Day 5: we try your card again (try 2 of 3). If the payment goes through, nothing changes and your subscription carries on.
Day 7: we try your card again (try 3 of 3). If the payment goes through, nothing changes and your subscription carries on.
Day 7: boards become read only. Your team can still open every board but cannot change them. They open for editing again straight away when a payment goes through.
Day 21: your subscription ends. If no payment has gone through, your subscription ends. We keep your boards, files and users for 30 days, then delete them for good.

To fix a failed payment, update your card in Billing and seats. Your bank can also tell you why a card was declined.

Help with a payment

Contact support by email at support@doodleboard.co.uk. See Help and support for when we reply.