Refund Policy

This Refund Policy explains when OrbConvert refunds a payment, how to ask for one, and how long it takes. It applies to every paid plan bought on orbconvert.com — the monthly and yearly Plus, Pro and Business subscriptions — and it forms part of our Terms of Service.

It does not apply to the Free plan, which costs nothing, and it does not limit any right you have under the consumer law of the country you live in. Where this policy and a mandatory statutory right disagree, the statutory right wins — see section 11.

OrbConvert sells through payment providers that act as the merchant of record. Paddle is the merchant of record for subscriptions bought now, and Stripe was used for subscriptions bought earlier. That matters here in two practical ways: the provider's name may appear on your card statement rather than ours, and the provider may process the refund on our instruction rather than us crediting you directly.

The Free plan has no fee and therefore nothing to refund. It is not a trial and it does not convert into a paid plan on its own — a paid subscription starts only when you complete a checkout. We never charge a card you have not entered for a plan you have not chosen.

You can cancel at any time from the billing section of your account settings. Cancelling stops the next renewal and keeps your paid features until the end of the period you have already paid for. Cancelling is not the same as asking for a refund, and it is important to know which one you want: cancellation ends a future charge, and a refund returns a past one.

• Cancel before your renewal date and you will not be charged again. You do not need to give a reason.
• If you cancel and later change your mind, you can resubscribe before the period ends and keep your account, but any discount that applied to the original purchase may not be available again.
• If you cancel after a renewal has already been charged, section 4 applies to that charge.

We refund a first payment on any paid plan if you ask within 14 days of the charge, provided you have not substantially used the paid allowance. In practice that means:

• You are within 14 days of the charge you want refunded.
• You have used little or none of the paid allowance — a rough guide is under 10% of your daily or monthly conversion allowance, and no API usage beyond a handful of test calls.
• The account is not suspended or closed for a breach of our Terms.

If you are outside the 14 days or have used the allowance, write to us anyway. We would rather look at a request than have a customer conclude they have no options — but the outcome then rests on whether the service failed you, not on how much time has passed.

We do not refund, in these situations:

• A period you have already used, where the service worked as described. A monthly plan is a subscription, not a purchase of a fixed quantity of work, and a month of access cannot be returned.
• Conversion failures caused by a file that is corrupt, password-protected, or in a format we do not support — the capability list on each tool page states what is supported before you upload.
• An account closed or suspended for breaching our Terms of Service, including attempts to bypass usage limits or to process content we prohibit.
• Charges older than 90 days. The payment providers impose their own limits on how far back a card can be credited, so a request beyond that window cannot be honoured even when we would like to.
• Third-party costs you incurred separately, such as storage you bought elsewhere to hold files we produced.

Email billing@orbconvert.com from the address on the account, or use the contact form at orbconvert.com/contact and choose Billing. Please include:

• The email address on the OrbConvert account.
• The plan and billing interval (for example, Pro, yearly).
• The date of the charge and the amount, and the invoice number if you have it. Your invoice history is in the billing section of your account settings.
• What went wrong, in a sentence. This is optional when you are inside the 14-day window — it is not there to be argued with, it is how we find out that something is broken.

If the charge came through Paddle, the same email is enough: we instruct Paddle, and you do not have to contact them separately. If you would rather go to the provider directly, Paddle's own support can also raise it — but a message to us is the faster path, because we can issue the instruction the same day.

• We acknowledge every refund request within 2 business days.
• We decide within 5 business days of receiving the information above. If we need something more from you, we will say what and why rather than leaving the request open.
• Once approved, we instruct the payment provider within 1 business day.
• The money goes back to the same payment method that was charged. How quickly it appears depends on your bank or card issuer — usually within 5 business days, and up to 10 in some countries. We cannot credit a different card, a different person, or an account other than the one that paid.
• Refunds are issued in the currency you were charged. If your card's currency is different, your bank's exchange rate on the refund may differ from the one applied to the payment; that difference is set by your bank and is outside our control.

We do not charge a fee for a refund, and we do not require you to accept a credit against a future period instead. If we think a credit would serve you better we may offer one, and you are free to say no.

Subscriptions renew automatically until you cancel. We send a reminder before a renewal where the plan's notification settings allow it, but you should not rely on the reminder to cancel: the renewal date is shown in your account settings and in your invoice history.

If a renewal payment fails, the provider retries it and your subscription may enter a past-due state. Paid features can be suspended while a payment is outstanding. A failed payment is not a refund and does not create one — writing to us before the next scheduled attempt is the fastest way to sort it out.

Where a plan was bought with a coupon, a refund returns what you actually paid, not the undiscounted price. Some coupons reduce the price for a limited number of billing periods; when that period ends the plan renews at its normal published price, and that renewal is not a surprise charge — the price at checkout and the renewal date are both shown before you pay.

A coupon is not itself refundable or exchangeable, and it cannot be reinstated after a refund if its usage limit has been reached.

Please contact us before raising a dispute with your bank. A chargeback takes longer than a refund, freezes the amount while it is investigated, and costs the payment provider a fee regardless of the outcome — which is a reason a provider reviews sites like ours carefully, and a reason we would rather resolve the matter first.

If a chargeback is raised while a refund request is open, we will normally let the chargeback process finish rather than refund twice, and your account's paid features are suspended while a disputed charge is unresolved.

Nothing in this policy limits any right you have under the mandatory consumer protection law of the country in which you live, and nothing in it is intended to exclude liability that cannot lawfully be excluded. If a right that applies to you is more generous than this policy — a longer cancellation period, or a right that does not depend on how much of the service you used — that right applies.

Consumers in some countries have a statutory right to withdraw from a distance contract within a set period. Where that right applies to a digital service that begins immediately, it can end once the service has been supplied with your consent and your acknowledgement that you lose the right of withdrawal; our checkout asks for that consent where the law requires it. If you believe a statutory right applies to your purchase and we have not applied it, tell us in your request and we will look at it again.

If you are not satisfied with our decision, you can ask us to review it, and you may also have access to a consumer dispute resolution body in your country. We will tell you which one applies if you ask.

We may update this policy. A change applies to purchases made after the date it takes effect, and never removes a right you had when you bought. The date at the top of this page always states the version in force, and a material change is announced in the account notifications before it applies.

Refund requests, billing questions and anything about this policy: billing@orbconvert.com. General enquiries: orbconvert.com/contact. If your request is about how we handle your data rather than about a payment, the Privacy Policy is the document you want.