Refund policy

The policy

You can request a refund within 7 days of your first payment on a plan. The amount refunded is the share of your page allowance you have not consumed in that billing period.

A worked example

Say you subscribe to a plan with an allowance of 2,500 pages and, four days later, you have converted 1,000 of them.

1,500 pages remain, which is 60% of the allowance, so 60% of what you paid is refunded. The 1,000 pages you converted — and exported, and imported into your books — are what the remaining 40% paid for.

Use none of it and the refund is the whole amount. Use all of it and there is nothing left to refund, which is the case a flat money-back guarantee quietly pretends does not exist.

The details that decide the number

Two things, both stated plainly because both change the answer.

• The window applies to your first payment on a plan, not to every renewal. A window that reopened each month would let a subscription be used for twenty-nine days and then refunded, every month.
• The pages counted are those used in the billing period being refunded, not since you joined. Usage resets when the period does, so a lifetime count would be the wrong number in every month but the first.

How to ask

Write to us from the email address on the account and say you would like a refund. We will tell you the figure before processing it, so you can see how it was reached.

Refunds are issued through Paddle, our merchant of record, and are returned to the original payment method. How long the money takes to appear is between your bank and Paddle rather than us.

Where this policy does not have the last word

Paddle can issue a refund at its own discretion under its buyer protection, whatever this page says. Consumer law where you live may also give you rights this policy cannot reduce. Nothing here overrides either.

And if the product did not do what we said it does — a conversion we could not make work, a format that did not import — tell us. That is not a proration question.