Refund & Return Policy

1. Summary (customer-facing)

• You pay for each operation individually, by card, at the moment you download your result.
• Pricing is per page and depends on the output format you choose (see our Pricing page).
• Unsuccessful or failed operations are not charged — you only ever pay for a finished result.
• Because payment is taken only on delivery of a completed result, there is no prepaid amount held on your account and, by design, nothing to refund.
• This Policy does not remove or limit your statutory rights under UK consumer law. If a completed, paid operation is materially defective due to a fault on our side, we will put it right (see section 7).
• As Qepacko provides purely digital services, there is no physical return of goods.
• To raise a concern about a paid operation, email info@qepacko.co.uk with your account email, the transaction reference and details.
• Accepted currencies: GBP (£), EUR (€), CAD (CA$). Payment methods: Visa, Mastercard.
• Prices are set in GBP and may be displayed in supported currencies using the exchange rate shown in the Service.

2. Scope and legal notice

This Refund & Return Policy ("Policy") governs cancellations and refunds related to purchases made via qepacko.co.uk, including Account Balance top-ups and paid features of the PDF-processing 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

• Operation — a single chargeable action you complete through the Service, such as processing one document to a chosen format, or an AI feature (review, extraction, translation). Bulk jobs are billed as the sum of their per-page operations.
• Outputs — the processed Word, Excel or other digital files generated by the Service from your uploaded documents.
• Transaction — a confirmed card payment for a completed operation (or, for bulk, a completed batch).
• Abuse / Fraud — any activity contravening our Terms and Conditions (for example, attempts to obtain Outputs by fraudulent means, circumvent usage limits, or make 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 Account Balance and starting a processing 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. Completed operations. Amounts paid for completed operations (such as processing a document or downloading Outputs) are non-refundable, as payment is taken only for a delivered result.

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 be charged as additional operations.

4.5. Currency. Refunds are issued, where possible, in the original payment currency (GBP/EUR/CAD) 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 balances 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. How payment works

5.1. Pay per operation. You are charged for each operation at the moment you download its result. There is no prepaid balance, no packages and no stored funds. For a single document: process → pay → download. For bulk: convert the batch → pay once → download the ZIP.

5.2. Per-page pricing. The price of each operation is calculated per page at the rate for the chosen output format, plus an OCR surcharge per page where OCR is required. Current rates are shown on our Pricing page and in the Service before you pay.

5.3. Failed operations. If an operation does not complete successfully, it is not charged. You only pay for a finished, downloadable result.

5.4. No stored value. Because nothing is paid in advance and no funds are held on your account, there is no balance to withdraw, transfer or redeem for cash.

6. Cancelling an operation

6.1. Before you pay. You can abandon an operation at any point before payment at no cost — nothing is charged until you pay to download the result.

6.2. After you pay. Once you have paid and the result is delivered, the operation is complete. As payment is taken only for a delivered result, refunds do not arise, subject always to your non-excludable statutory rights (see section 7 for defective results).

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 processing with details (such as screenshots, timestamps, file names or error messages).

7.2. Processing 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 processed 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 operation at no additional charge.

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 Account 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 operation and payment 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:

• 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 Account Balance 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, payment and operation records, 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:

• Successful operation: You process a PDF to Word and Excel, pay per page for each, and download the results. These operations are complete and paid; there is no prepaid amount to refund.
• Abandoned before payment: You upload a document but close the page before paying. Nothing is charged.
• Failed operation: An operation errors out and no usable result is produced. It is not charged, so there is nothing to refund.
• Corrupted output: Due to a system fault on our side, a paid download is empty or clearly corrupted. Contact us within 7 days and we will re-run the affected operation at no additional cost (or, where a re-run is not feasible, provide an equivalent remedy).
• Formatting dissatisfaction: The processed Word or Excel file does not match your preferred template, but the content is present and readable. This is not a defect in our Service and is not grounds for 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