Last Updated: October 21, 2026
At Indigo e-Sign, we strive to provide a reliable and high-quality electronic signature platform. We understand that there may be circumstances where you need to request a refund for a paid subscription (Basic or Pro plan). This Refund Policy outlines the conditions, process, and limitations for refund requests.
Refunds are not issued automatically. All refund requests are reviewed manually by the Indigo e-Sign team, and refund amounts are adjusted based on your actual usage during the billing period, except under the money-back guarantee below.
If Basic or Pro isn't right for you, ask for a refund within 14 days of your first subscription payment and we refund that payment in full, with no deduction for usage. Your plan ends when the refund is issued, and your account moves to the Free plan.
The guarantee covers the first payment of your first Basic or Pro subscription. Later payments follow the usage-based rules below. To ask, use the refund request in your billing page or email [email protected].
You may be eligible for a refund if:
Refunds will not be issued in the following cases:
Apart from the 14-day money-back guarantee above, refunds are not issued in full. The refund amount is calculated based on your actual usage during the billing period. This ensures fairness for both you and our platform.
Your usage is determined by the following factors:
Refund Amount = Subscription Fee − Adjusted Usage Amount
The adjusted usage amount accounts for the portion of the service you have already used (documents sent, storage consumed, reviews used, and the number of active days). The Indigo e-Sign team calculates this during the manual review of your request.
To request a refund, follow these steps:
Alternative: You can also email your refund request directly to [email protected] with the subject line "Refund Request — [Your Email]".
All refund requests go through a manual review process:
If you cancel your subscription, please note the following:
If you are on an annual billing cycle, refund calculations take into account the discounted annual price and the number of months used:
Apart from the 14-day money-back guarantee, the refund for an annual subscription is the amount paid minus the months already used at the standard monthly rate. For example, if you paid $490 for Pro Annual and used it for 3 months, the usage cost is 3 × $49 = $147, and the maximum refund is $490 − $147 = $343, subject to further adjustment based on actual usage.
Customers who are still on a quarterly plan keep it; the same rule applies with the quarterly price ($45 Basic, $117 Pro).
Credit packs are one-time purchases. Credits expire 12 months after purchase. Credits bought before this rule was introduced never expire.
Unused credit packs can be refunded within 14 days of purchase. Once any credits from a pack have been used, the pack can't be refunded. Credits expire 12 months after purchase.
Double charges, and charges for actions that failed, are always fixed: we refund the money or return the credits. If you were charged twice, charged the wrong amount, or charged without the credits being added, we refund the charge in full, at any time.
You are charged credits only when an action works. If a send, a signature, an AI review or an AI-created document fails, its credits come back to your balance automatically. If you cancel a document you sent before anyone opens it, its credits come back too. These returns go to your credit balance, not to your card.
Email [email protected] from your account email with the date of the purchase. Refunds go back to the original card; depending on your bank, they can take a few business days to appear. If you dispute a pack charge with your bank, the credits from that pack are removed while the dispute is open.
We encourage you to contact us directly before initiating a chargeback with your bank or credit card provider so we can attempt to resolve the issue promptly.
Filing a chargeback without first contacting Indigo e-Sign may result in:
If we determine that a chargeback was filed fraudulently (for example, where the service was received and used as described), we reserve the right to:
We are committed to resolving refund-related concerns fairly and efficiently through our support channels. Most legitimate refund requests are processed within 5–7 business days.
We may update this Refund Policy from time to time. Any changes will be posted on this page with an updated "Last Updated" date. Your continued use of Indigo e-Sign after changes become effective constitutes your acceptance of the revised policy.
If you have any questions about this Refund Policy or need assistance with a refund request, please contact us:
Email: [email protected]
Phone: +1 346-251-0215
Address: 2002 Timberloch Pl, Suite 200, The Woodlands, Texas 77380-1182, USA
Website: https://indigoesign.com
Response Time: We aim to respond to all refund inquiries within 5–7 business days.
By subscribing to a paid plan on Indigo e-Sign, you acknowledge that you have read, understood, and agree to this Refund Policy.