1. General Policy
Due to the immediate delivery nature of our digital services, subscription fees are generally non-refundable, except in the following circumstances. Payments are processed by Waffo Pancake, our PCI-DSS compliant payment processor.
2. Refundable Circumstances
- 7-Day Guarantee for First-Time Subscribers: First-time subscribers may request a full refund within 7 days of their first charge, provided usage has not exceeded 20% of the plan's monthly quota.
- Duplicate Charges: Full refund for duplicate charges caused by billing errors.
- Verified Service Interruption (exceeding 72 hours): Pro-rated refund or service extension for extended downtime caused by us.
- Legal Rights: Statutory withdrawal or refund rights (such as EU/UK 14-day cooling-off period) are preserved where applicable.
3. Non-Refundable Items
- Fees for subscription periods already used (except in Section 2 circumstances)
- Annual subscription refund requests after 30 days from initial purchase
- Accounts terminated for violation of our Terms of Service or Acceptable Use Policy
- Unused credits remaining after subscription cancellation
4. How to Request a Refund
Send refund requests to refunds@pdf.ai with:
- Your account email address
- Transaction ID
- Reason for the refund request
We will confirm receipt within 2 business days and process eligible refunds within 5-10 business days. Approved refunds will be returned to the original payment method.
5. Billing Disputes
If you believe a charge is in error, please contact us at billing@pdf.ai before initiating a dispute with your bank or payment provider. We commit to:
- Responding within 2 business days
- Resolving confirmed billing errors within 5 business days
6. Contact
For refund requests, contact our support team: