This policy explains when a credit purchase can be refunded, how to ask for one, and how EU/UK withdrawal rights apply to digital content. It forms part of our Terms of service.
1. What you are buying
Credits are prepaid units that pay for document processing jobs. They are not a subscription: nothing is charged automatically and credits do not expire while your account is open.
The free credits granted when you create an account are a promotional benefit. They carry no cash value and are not refundable because no payment was made for them.
2. Refunds within 7 days
If you bought credits in the last 7 days and have not used them, contact us and we will refund the full amount to the original payment method. Unused means the credits are still in your balance and no job has been charged against that purchase.
3. When a refund is not available
Credits are delivered instantly and consumed on demand, so amounts that have already been used cannot be refunded. Specifically:
- Credits already spent on completed jobs.
- Free, promotional or goodwill credits.
- Accounts suspended for abuse, fraud, chargeback fraud or a breach of our Terms of service.
- Requests made more than 7 days after the purchase, except where the law requires otherwise.
4. Failed jobs are never charged
A job that fails does not consume credits, and a failed job can be retried at no additional cost. If your balance still looks wrong after a failure, write to us and we will correct it.
5. Duplicate or unauthorised charges
If you were charged twice for the same order, or you do not recognise a charge, contact us within 30 days with the PayPal transaction ID. Verified duplicate or unauthorised charges are refunded in full.
6. Your statutory rights (EU/UK/EEA)
Consumers in the EU, UK and EEA normally have 14 days to withdraw from an online purchase. Digital content supplied immediately is different: when you complete a purchase you expressly ask us to deliver the credits straight away and acknowledge that you lose the right of withdrawal once delivery has begun.
This never reduces your rights below what the law guarantees: a faulty or undelivered service is always remedied or refunded. As a matter of policy we also honour the 7-day unused-credit refund described in section 2.
7. How to request a refund
Email mycgb@foxmail.com from the address on your account and include the PayPal transaction or order ID, the purchase date and the reason for the request. We reply within 2 business days.
Approved refunds go back through PayPal to the original payment method, usually within 5–10 business days. PayPal or your bank may need extra time to post the funds. We cannot refund to a different card or account.
8. Please contact us before opening a dispute
A PayPal dispute or chargeback usually takes longer than writing to us, and PayPal may freeze the disputed amount while it investigates. We can resolve most issues directly and quickly.
9. Changes to this policy
We may update this policy. The version in force is the one published on this page at the time of your purchase, and changes never apply retroactively to purchases already made.
This document is provided in English. In case of a conflict between translations, the English version prevails.