Refund Policy
The Short Version
Credit purchases are non-refundable once the credits are added to a tenant treasury. This is the same model as a prepaid digital wallet: once the funds are pooled, they can't be cleanly returned.
We do refund technical errors — double charges, payments where credits never arrived, fraudulent payments, and confirmed service failures.
Why Credit Purchases Aren't Refundable
dcshot uses a shared tenant treasury model. When you buy credits:
- They are added to a pool shared by everyone in your tenant
- Voice bots subscribed monthly draw from that pool on behalf of the whole tenant
- Your specific credits and other members' credits become indistinguishable — they are fungible
Refunding one contributor after the fact would mean either:
- Taking value back that other members have already spent (and may not be able to replace)
- Reducing the pool other contributors helped fund
- Forcing dcshot to absorb the cost on top of payment processor fees
None of these are fair. That is why we — like other prepaid digital wallet services — make credit purchases non-refundable.
By completing your purchase you acknowledge this and waive the typical 14-day EU withdrawal right that would otherwise apply to digital content (where applicable). Our checkout flow asks you to confirm this consent.
When We Do Refund
We will refund or correct payments in cases such as:
- Double charges — your card was charged more than once for the same purchase
- Failed delivery — payment processed but credits weren't added to your tenant
- Unauthorized payments — someone used your payment method without permission (you should also contact your bank)
- Confirmed service failure — the service was clearly unavailable when you tried to use what you paid for
These cases are handled individually based on the facts.
How to Report a Problem
Message us at billing@dcshot.com with:
- Your Discord username
- The tenant name and date of the purchase
- The transaction ID from the receipt email Stripe sent you
- A short description of what went wrong
We typically respond within a few business days. Approved refunds go back to the original payment method through Stripe and usually arrive in 5–10 business days.
Chargebacks
If you have a billing concern, please reach out to us first — we can usually resolve it faster and more flexibly than your bank can, and at lower cost to everyone. Initiating a chargeback without contacting us may result in your tenant's purchase access being temporarily restricted while the dispute is investigated, and repeated chargebacks may end in a permanent block.
Your Statutory Rights
This policy doesn't override mandatory consumer protection law in your country. EU consumers normally have a 14-day right of withdrawal for distance contracts. During checkout you expressly request immediate delivery of the credits and acknowledge that you thereby lose this right of withdrawal (Article 16(m) of Directive 2011/83/EU; § 1837(l) of the Czech Civil Code); a purchase confirmation is sent to your email as a record of this consent. For specific country rights questions, check with your local consumer protection authority. EU consumers may also use out-of-court dispute resolution via the Czech Trade Inspection Authority (Česká obchodní inspekce, www.coi.cz) — see our Terms for details.
Contact
For refund questions or to report an issue, message us at billing@dcshot.com.