Guarantee
If it doesn't verify, you don't pay
Every document DocoMatic remediates is verified against its service level's published threshold. Below threshold, your credits are released automatically. This page is the whole policy — re-runs, refunds, and disputes — with no separate fine print.
Last updated: September 19, 2026Version 1.0
Reserve → verify → release
The verification threshold policy
Reservation and release
When a job starts, credits are reserved — not charged. They are consumed only when the document passes its level's verification threshold. If verification fails, the reservation is released back to your balance automatically; if a job is stuck, the reservation expires after 24 hours and is released.
Thresholds by service level
Verification thresholds by service level Level Credits per page Verification threshold L1 Basic 1 All machine checks pass and the document's text is preserved: tag tree, document title, language, no untagged content. No score guarantee at this level. veraPDF PDF/UA-1 validation runs and its result is reported, but it is not part of the Level 1 threshold. Level 1 does not include OCR — image-only pages are not made accessible at this level. L2 Enhanced 4 Everything checked at Level 1, plus this level's structural checks, a minimum accessibility score, and veraPDF PDF/UA-1 validation with zero failures. If validation cannot run, the document is not counted as verified. L3 Complex 30 The same checks as Level 2, applied to complex layouts and forms. This is our own internal check, not an independent third-party audit. After a below-threshold result
After a below-threshold result you choose what happens next: a free re-run, or an upgrade to a higher level where you pay only the difference.
Re-run policy
Within 30 days: re-running the same document version at the same or a lower level is free.
Moving up a level: you pay only the credit difference between the two levels.
After 30 days: a re-run at the same level costs 25% of the original credit price.
Byte-identical re-uploads within your organization are detected automatically and reuse the existing result at no cost.
Refunds and credits
Below threshold: credits are released automatically — no ticket, no request, no waiting.
Monetary refunds are handled case by case by support: within 7 days of a first purchase if the credits are unused, and for platform faults on their merits.
Every refund and credit release is logged with a reason, and support can provide that record on request.
Dispute process
You can dispute any charged document within 30 days by emailing [email protected] or writing through the contact form with the document and what went wrong. A person reviews it, not an algorithm.
If the dispute is upheld, your credits are returned and the defect is logged against our verification test corpus so the same failure is caught before it can recur.
What this guarantee is — and is not
We guarantee verified results: your document met a published, machine-checkable threshold, and you can download a verification report that records which checks ran and what each one found.
We do not claim any document is "100% compliant" or that remediation makes you "lawsuit-proof" — no vendor can honestly promise that, because accessibility standards involve human judgment. That is why we publish what each level checks and say plainly what it does not cover.
Nothing on this page is legal advice. For your compliance obligations, consult your counsel.
Guarantee FAQ
- What happens if my document fails verification?
- Your reserved credits are released automatically and you are not charged. You can re-run for free within 30 days, or upgrade the service level and pay only the difference.
- Am I charged while a job is running?
- No. Your credits are reserved when a job starts and consumed only on a verified result. If a job gets stuck, the reservation expires after 24 hours and your credits are released automatically.
- Do you guarantee ADA or Section 508 compliance?
- No vendor honestly can. We guarantee verified results against published thresholds — machine checks and veraPDF PDF/UA-1 validation — with a downloadable report recording what was checked. Whether you are compliant is a legal determination for your counsel.
- How do disputes work?
- Email support within 30 days of the charge with the document and what went wrong. A person reviews it; if the dispute is upheld, your credits are returned and the defect is logged against our test corpus.
Verified, or not charged
See the checks before you pay for them.
Run one PDF through the same machine checks now, free and without an account, or read the published sample report. If you would rather talk it through first, book a 20-minute demo.