Refund & Return Policy

1. Summary (customer-facing)

• Refunds are assessed under this Policy and applicable consumer law in the UK.
• Typical processing time: 5–10 business days after approval (your bank or payment provider may take longer).
• Any refund will not exceed the original amount paid for the relevant token top-up or paid feature.
• Consumed Tokens are non-refundable.
• Wallet Credit is account-bound, non-transferable and not exchangeable for cash (see section 5).
• Promotional or bonus credits (if any) are non-refundable.
• As Qepacko provides purely digital services, there is no physical return of goods.
• To submit a request, email info@qepacko.co.uk with your account email, order reference and details.
• Accepted currencies: GBP (£), EUR (€), USD ($). Payment methods: Visa, Mastercard.
• Reference exchange rate (for display and pricing): 100 Tokens = £1.00 / €1.17 / $1.29.

2. Scope and legal notice

This Refund & Return Policy ("Policy") governs cancellations and refunds related to purchases made via qepacko.co.uk, including Wallet top-ups (Token purchases) and paid features of the PDF-conversion service provided by NEEDRATE LIMITED ("Qepacko", "we", "us", "our").

Nothing in this Policy removes or limits your statutory rights under UK law (including, where applicable, the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015). If there is any conflict between this Policy and non-excludable statutory rights, your statutory rights will prevail.

3. Key definitions

• Wallet / Wallet Credit – the pre-paid balance (in Tokens) in your Account used to access Qepacko features; it is not cash, e-money or a financial instrument.
• Tokens – units consumed to convert files (for example, PDF-to-Word or PDF-to-Excel) or to access other paid features of the Service.
• Outputs – the converted Word, Excel or other digital files generated by the Service from your uploaded PDFs or other input documents.
• Order / Transaction – a confirmed Wallet top-up or purchase of a paid feature.
• Abuse / Fraud – any activity contravening our Terms and Conditions (for example, automated token farming, attempts to circumvent usage limits, or unauthorised payments).

4. General refund principles

4.1. Refund cap. Any refund will not exceed the original amount you paid for the relevant Order, net of any non-recoverable payment-processor fees where permitted by law.

4.2. Digital content performance. The Service provides digital content and automated processing that may be delivered immediately. When you request that we begin performance immediately (for example, by purchasing Tokens and starting a conversion right away), you acknowledge that you may lose any statutory cooling-off right for that specific digital content once performance begins, to the extent permitted by law.

4.3. Consumed Tokens. Tokens deducted for completed actions (such as converting a PDF or downloading Outputs) are non-returnable and non-refundable.

4.4. Accuracy of inputs. Outputs are created based on the files and other inputs you provide. If your inputs are inaccurate, incomplete, corrupt, poorly scanned or change later, any re-runs or corrections will consume new Tokens, which are non-refundable.

4.5. Currency. Refunds are issued, where possible, in the original payment currency (GBP/EUR/USD) to the original payment method.

4.6. FX and display values. Prices may be displayed in multiple currencies. Your card issuer may apply its own foreign-exchange rate and/or fees; we do not control or reimburse issuer FX differences.

4.7. Promotions. Promotional or bonus credits are non-refundable and may expire in line with the terms of the relevant offer.

4.8. Abuse / Fraud. We may decline refunds and suspend or terminate Accounts where we reasonably suspect fraud, abuse or violation of our Terms and Conditions or this Policy.

4.9. No physical returns. As Qepacko only supplies digital services and Outputs, there is no return of physical goods and no requirement to ship anything back to us.

5. Wallet top-ups (Tokens)

5.1. Nature. Wallet top-ups are advance payments to access the Service. The Wallet is not a bank account, payment account or e-money account. No interest or similar return accrues on Wallet Credit.

5.2. Unused balances. Unused Token balances are generally non-withdrawable and non-redeemable for cash. In good-faith, exceptional cases (for example, clear technical errors or duplicate payments), you may request a refund of unused Tokens; approval is at our reasonable discretion and may exclude non-recoverable payment-processor fees.

5.3. Partially used top-ups. Where a top-up is partially used, only the unused portion of that specific top-up may be considered for a discretionary refund, and only up to the original fiat amount paid for that top-up.

5.4. No transfer. Wallet Credit is tied to your Account and cannot be sold, exchanged or transferred to another person or Account.

5.5. Account closure. Closing your Account does not automatically entitle you to a refund of any remaining Wallet Credit.

6. Cancellations of paid features

6.1. Before performance. If you purchase a specific paid feature (for example, a bulk-conversion add-on) and we have not yet begun performance (no Tokens have been consumed and no relevant conversion task has been started), you may request cancellation and a refund of the fee or the top-up portion allocated to that feature.

6.2. After performance begins. Once performance has begun (for example, a conversion task has started and Tokens have been consumed), cancellation and refunds are not available, subject always to any non-excludable statutory rights.

6.3. Bundles. Where a paid feature is bundled with Tokens or other services, refund eligibility may be assessed for the bundle as a whole rather than individual components.

7. Quality issues and re-runs

7.1. Good-faith review. If you believe that an Output is materially defective due to a technical fault on our side (for example, a corrupted download, empty file or a clear system error), you must contact us within 7 days of the relevant conversion with details (such as screenshots, timestamps, file names or error messages).

7.2. Conversion limits. Many issues arise from the nature of the source PDF (such as scans, low resolution, complex layouts, tables, images, watermarks or non-standard fonts). Differences in formatting, layout or structure between the original PDF and the converted Word/Excel file alone do not constitute a defect in the Service.

7.3. Remedy. Where we verify a technical fault on our side, our primary remedy is to re-run the affected process at no additional Token cost. If a re-run is not feasible, we may credit your Wallet with an equivalent number of Tokens.

7.4. No suitability guarantees. We do not guarantee that any Output will meet your internal formatting rules, style guidelines or third-party requirements (for example, specific templates required by a client or employer). Such suitability issues are not, by themselves, grounds for a refund.

8. How to request a refund

To request a refund or raise a concern, please email info@qepacko.co.uk and include:

• your Account email address and Order / Transaction reference;
• whether your request concerns a Wallet top-up or a specific paid feature;
• a clear description of the issue, including any relevant evidence (for example, screenshots, timestamps, error messages, bank confirmation).

Process:

• we acknowledge receipt of your request within 5 business days;
• we review the request and may ask you for additional information;
• if your request is approved, we will process the refund within 5–10 business days (actual posting times depend on your bank or payment provider).

9. Chargebacks, disputes and investigations

9.1. If you initiate a chargeback or payment dispute with your bank or card issuer, we treat this as a formal dispute and will submit evidence (including order logs, timestamps and Token-consumption records). We may suspend or restrict your Account during the investigation.

9.2. If funds are reversed or recovered from us following a chargeback, we may:

• remove an equivalent amount of Wallet Credit and/or Tokens from your Account; and
• charge any outstanding amounts reasonably due to us, as permitted by law.

9.3. Contacting our support team first (before initiating a chargeback) typically leads to a faster and clearer resolution.

10. Taxes and invoicing

10.1. We issue electronic receipts and/or invoices for Token purchases and paid features. Any applicable indirect taxes (such as VAT) are shown where required, based on your billing details and our tax obligations.

10.2. Where a refund is issued, any refunded amount will be net of taxes already irrecoverably remitted to tax authorities, where permitted by law. We will not retain taxes if a refund of those taxes is legally required.

11. Record-keeping and data protection

11.1. We keep records relevant to refunds, chargebacks and disputes (such as order identifiers, top-ups, Token usage, logs, timestamps, device or IP information, and error traces) for at least 24 months and up to 6 years for enterprise accounts or disputed transactions, in line with our legal, tax and accounting obligations.

11.2. Personal data is processed as a controller under the UK GDPR and the Data Protection Act 2018, as described in our Privacy Policy.

12. Illustrative examples (not legally binding)

These examples are for illustration only and do not override the detailed rules above:

• Immediate performance: You purchase Tokens and immediately convert several PDFs to Word and Excel. The Tokens used for those conversions are consumed and are not refundable.
• Not yet performed: You purchase a bulk-conversion add-on but contact us to cancel before any task is started and before any Tokens are consumed. We may refund the relevant amount.
• Corrupted output: Due to a system fault, a downloaded file is empty or clearly corrupted. We will re-run the task at our cost or credit equivalent Tokens to your Wallet.
• Unused top-up: You top up €200, do not use any Tokens, and later decide you no longer need the Service. We may, at our discretion, refund the €200 minus any non-recoverable processing fees.
• Formatting dissatisfaction: The converted Word or Excel file does not match your preferred formatting or template, but the content is present and readable. This is not considered a defect in our Service and does not entitle you to a refund.

13. Changes to this Policy

We may update this Policy from time to time. Material changes will be notified by email and/or by a prominent notice within the Service. Changes apply prospectively and do not affect refunds already processed or transactions already completed, unless required by law.

14. Contact details