3. ELIGIBILITY FOR A REFUND OR RE-EXPORT

We want you to have ample time to review the documents you generate. To qualify for a refund or a re-export at our expense, your request must meet the criteria below.

The 30-Day Window

You have 30 days from the date the charge is applied to your payment method — which is the date the 21-day export window for that claim chart closed and billing was finalized — to request a refund or a re-export. Requests made after this 30-day period will not be accepted.

Qualifying Circumstances

To be eligible for a refund or a re-export of a document, you must be able to show that the platform, rather than the content you authored, was at fault. Qualifying circumstances include:

• the platform failed to generate the document, or the export did not complete;

• the generated file was corrupted or could not be opened;

• the exported document materially differs from what you selected and previewed in the platform — for example, missing claims, missing evidence or images, or redactions you configured that were not applied; or

• you were charged for claims you did not select, or the amount charged does not match the breakdown shown at confirmation.

Proof of Purchase

We require a valid proof of purchase to process any refund or re-export request. This can be the invoice number on the billing confirmation email we send to your organization's billing email address when a charge is processed, or the corresponding entry under Billing › Billing history in your Legaltra organization, which the organization owner can access at any time. Additionally, we require a copy of the exported document for any disputes involving a corrupted file or an export that is materially different to what you selected for export.

4. HOW TO REQUEST A REFUND OR RE-EXPORT

We have streamlined this process to save you time. Whether you are asking for money back or for the document to be generated again, the steps are the same.

How to Start

Send an email to billing@legaltra.com. Please include your account email, your organization name, the invoice number or the date of the charge, and a brief explanation of what went wrong. If you are reporting a failed or corrupted export, attaching a screenshot of the error — or the affected file — will speed up our review.

Tell us which outcome you would prefer: a refund of the charge, or a free re-export of the document. If you do not state a preference, we will contact you to ask before taking either action.

Our Response

We aim to acknowledge every billing inquiry within 24 business hours. If we need more information to assess the request, we will tell you exactly what we need rather than leaving the request open.

5. HOW WE RESOLVE AN APPROVED REQUEST

Transparency is critical when it comes to your money. Here is exactly what happens once we approve your request.

Re-Export Instead of a Refund

If your export failed or was defective, you may choose a free re-export instead of money back. We will reopen the export at our cost so that you can generate the corrected document immediately, without going through payment again. This is usually the fastest route, because it puts a working document in your hands rather than a credit on a statement. The same option applies if you exported the wrong selection of claims because of a platform fault.

Refund Processing Timeline

Once we approve a refund request, we will process the refund within 5 to 7 business days.

Refund Method

We securely process all payments through our third-party payment processor, Stripe. Your refund is credited back to the exact card or bank account used for the original transaction. We cannot issue refunds to an alternative payment method or by check. Depending on your bank, it may take an additional 3 to 5 business days for the funds to appear on your statement.

Partial Refunds and Billing Corrections

Where only part of an export was affected — for example, a subset of claims that failed to render — we may issue a partial refund covering those claims, or re-export the document at no cost, at your election. If a charge was calculated incorrectly, we will correct it and refund the difference to your original payment method.

6. WHAT IS NOT COVERED

While we strive to be as accommodating as possible, some requests fall outside this policy. Neither a refund nor a re-export is available in the following circumstances.

Successfully Delivered Exports

Because value is delivered instantly when a document is generated, we do not offer refunds or free re-exports for an accurate, error-free export simply because you changed your mind, no longer need the document, or decided not to use it after downloading it.

Content You Authored

The platform exports the claims, evidence, and text you selected, exactly as they appeared in your final preview. A typo, an omission, an incorrect claim selection, or a change of legal strategy on your side is not a platform defect. In most cases you can simply correct the chart and re-export it free of charge within your 21-day export window.

Legal Outcomes and Substantive Accuracy

Legaltra is a software platform, not a law firm. We do not provide legal advice, and we do not assess the substantive or legal merit of your claim charts. Dissatisfaction with a litigation outcome, or with how a document was received by a court or an opposing party, is not grounds for a refund or a re-export.

Accounts in Breach of the Terms

Charges incurred on an account that has been suspended or terminated for breach of our Terms of Service are not refundable.

7. DEFECTIVE OR MATERIALLY INCORRECT EXPORTS

You rely on our platform for critical legal documentation. When we deliver a defective document, we take immediate responsibility.

Priority Handling

If an export contains critical platform-generated formatting errors, is missing content you selected, or fails to apply redactions you configured, notify us within the 30-day window. We prioritize these requests so that your litigation workflow is not disrupted, and we will tell you promptly whether we can fix the document or whether a refund is the right resolution.

Your Options

For a confirmed defect you may choose either a full refund of the affected charge or a free re-export of the corrected document. You are never required to accept a credit in place of your money, and you are never charged twice for the same claims because our platform failed to deliver them correctly the first time.

Quality Guarantee

We guarantee that the platform will export your claim charts as they appear in your final preview, with the claims you selected and the redactions you configured. If the system fails to meet that standard, we will always make it right.