Refunds

What is a refund?

If a conversion did not produce the result you expected, you can request a refund before downloading the output. A refund returns all the credits that were charged for that conversion and permanently deletes the file and its converted output from your account.

How to request a refund

Once a file has finished converting, a Refund button appears in the file actions area on your dashboard. Click it to open the confirmation dialog. The dialog shows:

• The name of the file being refunded
• The number of credits that will be returned to your balance

Click Refund to confirm. Your credits are restored immediately and the file is removed from your dashboard.

Eligibility rules

Not every completed file is eligible for a refund. The following conditions must all be met:

• Not yet downloaded — Once you download the converted HTML (or any other output asset), the refund option is no longer available. The download signals that you have received and accepted the output.
• Within 7 days of conversion — Refunds must be requested within 7 days of the conversion completing. Files older than 7 days are not eligible.
• Paid conversion — Only conversions that consumed credits can be refunded. Files converted using free trial credits or admin grants are not eligible.

If your file is no longer eligible for an automatic refund, use the Feedback link at the bottom of any page to request a refund.

Monthly refund limit

Each account is allowed up to 5 refunds per calendar month. The refund button shows a warning when you are about to use your last refund for the month. Once all 5 have been used, the option is unavailable until the first of the next month.

You will receive an email notification when you reach the monthly limit.

If you need additional refunds beyond the monthly limit, contact support.

What happens to the file

When a refund is processed:

1. The credits charged for the conversion are returned to your balance in full.
2. The original uploaded file, all converted output (HTML, ZIP, Markdown, ACR report), and any share links are permanently deleted.
3. The transaction appears as a refund entry in your credit transaction history under Settings → Billing & Credits.

Refunded files cannot be recovered. If you want to convert the same document again after a refund, you will need to re-upload it.

Credits vs. cash refunds

Refunds return credits to your account balance — they are not cash refunds to your payment method. If you would like a monetary refund for a credit purchase, please contact support within 30 days of the purchase.