Refund & Cancellation Policy

This policy explains how billing, cancellation, and refunds work for Doortrail's paid plans (Hustler, Merchant, and any Logistics contract plans). It applies regardless of whether your subscription is billed through Paystack (Nigeria only) or Polar (every other country, where Polar acts as Merchant of Record).

Paid plans are billed on a recurring basis (monthly, unless otherwise stated at checkout) and renew automatically at the end of each billing period using your saved payment method, until you cancel. You'll always see the plan, price, and currency before confirming checkout.

You can cancel auto-renewal at any time from your account's billing page. When you cancel, your current plan and its features remain active until the end of the billing period you've already paid for — you are not cut off immediately. At the end of that period, your account moves to the free plan unless you reactivate before then.

Switching to a lower-tier paid plan takes effect at the start of your next billing period, not immediately — you keep your current plan's features until then. This is handled automatically by our billing provider and reflected on your billing page once scheduled.

Switching to a higher-tier paid plan takes effect immediately, and any unused time on your previous plan is credited on a prorated basis toward the new plan's charge for the current billing period, consistent with our billing provider's standard proration handling.

Doortrail does not offer refunds for partial billing periods, including when you cancel or downgrade mid-cycle — you retain access to what you already paid for through the end of that period instead. We review refund requests on a case-by-case basis for billing errors (for example, a duplicate charge or a charge that doesn't match the plan you selected). If you believe you were charged in error, contact us within 14 days of the charge and we'll investigate.

If a renewal payment fails, we'll notify you and give you a short grace period to update your payment method before any plan downgrade or access change takes effect, rather than cutting off access immediately.

Please contact us before filing a chargeback with your bank or card issuer — most billing issues can be resolved faster directly with our support team, and it helps us keep chargeback rates low across the plans processed through our payment providers.