Skip to main content

Refund & Credit Policy

Last updated:

The short version

Credits are consumed when conversion begins. If a conversion fails for technical reasons (not user error), we'll refund the credit on request — contact support.

When refunds are issued

We will refund a credit or charge when:

  • — Technical failure: The conversion failed due to a bug in our pipeline or a service outage on our end (not due to an unsupported file format or file that is too large — those are caught before a credit is consumed).
  • — Duplicate charge: You were charged more than once for the same purchase due to a payment processing error.

When refunds are not issued

We do not issue refunds for:

  • — User error: You uploaded the wrong file, or the converted output does not match your expectations because of how the source file was structured.
  • — Pre-flight rejection: The file was rejected before conversion started (file too large, unsupported format). In these cases, no credit is consumed, so no refund is applicable.
  • — Buyer's remorse: You purchased a credit pack and decided not to use the credits.
  • — Expired credits: Credits that expired before use. Credits expire 30 days after purchase.

Credit refund vs. cash refund

For qualifying refunds, the default resolution is a credit re-added to your token pool. This is the fastest option — we can do it without waiting on Stripe's settlement cycle.

A cash refund via Stripe is available on request for technical failures, provided the request is made within 30 days of the original purchase date. Cash refunds are processed back to the original payment method and may take 5–10 business days to appear depending on your bank.

Credit expiry

Credits expire 30 days after purchase. Expired credits cannot be refunded or extended. If you are unsure whether your credits have expired, use the token recovery page to check.

How to request a refund

  1. 1. Email [email protected] or use the contact page.
  2. 2. Include your job ID (shown on the status page) and a brief description of what went wrong.
  3. 3. We respond to refund requests within 3 business days.

Related policies