Refund Policy

Last updated: October 23, 2026

Failed analyses and try-ons are never charged

If a color analysis report fails (for example no clear face is found, the analysis service fails or it does not finish in time), its 5 credits go back to your balance automatically. A failed try-on returns its 1 credit the same way. You do not need to ask.

Refunds

We refund:

• Unused credit packs within 14 days of purchase.
• Duplicate or mistaken charges and credits you paid for but did not receive.
• Extended outages on our side that stop you using credits you bought.

We do not refund:

• credits already used for a report or a try-on that was delivered;
• disagreement with a season or palette in a report that was delivered (your free photo preview, the free test and the example palettes show what a report looks like before you buy);
• problems caused by inputs that break our Terms of Service.

This does not limit any rights you have under consumer law where you live.

No subscriptions

Credit packs are one-time payments. Nothing renews, so there is nothing to cancel.

Deleting your account

Unused credits are deleted with your account and are not refunded by deleting it. If a payment is still refundable under this policy, ask for the refund before you delete.

How to ask for a refund

Email support@docoloranalysis.com from the address on your account, or open a request on the Support page, with your order number and a short description. We reply within 5 business days. Approved refunds go back to the original payment method; your bank may take 5 to 10 business days to show them.