Refund & Cancellation Policy

1. Customer summary

• Refunds are processed in line with this Policy and applicable law.
• Standard processing time is 5–10 business days after approval; actual receipt may take longer depending on banks/payment providers.
• Refunds will never exceed the amount actually paid for a token package (minus any non-refundable payment provider fees).
• Tokens that have already been spent on conversions are non-refundable.
• Unused token balances may be refunded if requested, provided that no substantial use has been made.
• Promotional discounts, bonus tokens, or special offers are non-refundable unless the specific promotion terms state otherwise or required by law.
• Refund requests must be sent to info@ifileconverter.co.uk, including your order reference and full details.
• This Policy may be updated; significant changes will be communicated as described below.
• If you expressly request immediate digital delivery and/or download a converted file, your statutory cancellation right may be lost — see section 4.6.

2. Scope and legal note

This Policy applies to refunds and cancellations for file conversion services provided by NEEDRATE LIMITED. Nothing in this Policy affects your non-waivable statutory consumer rights (e.g., under the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015, where applicable).

3. Definitions

• Order / Service Fee — the amount you paid for a token package.
• Deposit / Prepayment — advance payment for tokens before they are used.
• Converted File — a file processed and delivered through the platform.
• Accepted Work — a converted file you have downloaded, opened, or used, which constitutes acceptance.
• Promotional Discount — any discount, bonus tokens, or other benefits granted under a promotion.

4. Core refund rules

• Refund cap. Refunds will not exceed the amount you actually paid for the relevant order (minus non-refundable fees). Refunds are issued in the original purchase currency where possible.
• Accepted conversions. If tokens were used to process files and converted files were delivered or downloaded, refunds are not available except where files are materially defective and cannot be corrected.
• Cancellation before use. If you cancel before tokens are used, we will refund the unused balance minus any reasonable costs already incurred.
• Defective conversions. If a converted file materially fails to meet the specifications (e.g., unreadable output), we will attempt to resolve the issue. If it cannot be remedied, a partial or full refund may be provided.
• Promotions. Bonus tokens and promotional benefits are normally non-refundable unless specified otherwise or required by law.
• Immediate delivery / loss of cancellation right. If you ask us to provide immediate access and confirm your waiver of cancellation rights (or if you download the converted file), your statutory right to cancel may be lost.
• Custom projects. Bespoke or enterprise agreements are subject to their own refund terms, which may include pro rata refund rules.

5. How to request a refund

Send your request to info@ifileconverter.co.uk with:

• Order reference number (required).
• The account email used for purchase.
• Whether the request is for cancellation, an unused balance, or a defective conversion claim.
• For defective files: a clear description of the issue with supporting evidence (file name, screenshots, error messages, timestamps).
• Preferred refund method (normally refunded to the original payment method).

Upon receipt we will:

• Acknowledge your request within 5 business days.
• Investigate and request additional information if necessary.
• Decide and, if approved, initiate the refund within 5–10 business days (actual posting depends on your payment provider).

6. Investigation and decisions

• We will review order logs, payment records, delivery/download timestamps, and evidence you provide.
• Approved refunds are normally processed back to the original payment method; if not possible, alternatives (e.g., bank transfer) may be offered.
• If a claim is denied, we will explain the reasons and outline further steps.

7. Chargebacks, fraud and abuse

If you initiate a chargeback while a refund request is under review, we will treat it as a dispute and submit supporting evidence to the payment provider (including order logs, confirmations, and IP/timestamp data). We reserve the right to decline refunds and suspend accounts in cases of suspected fraud, abuse, or repeated unjustified chargebacks.

8. Changes to this Policy

We may revise this Policy at any time. Material changes will be communicated via email or published prominently on our website. Updates apply prospectively and do not affect completed transactions.

9. Record retention

We keep refund-related records — including order IDs, payment and usage history, token balances, timestamps, and technical logs — for at least 24 months, and up to 6 years in corporate or disputed matters, in line with our Privacy Policy and applicable law.

10. Escalation and disputes

If you disagree with a refund decision, you may send an appeal with full details to info@ifileconverter.co.uk. We will review it within 10 business days. This does not affect your statutory rights to pursue alternative dispute resolution or legal action.

11. Examples

• Unused tokens: You purchased a £20 token package, used £3 → balance £17 → refund of £17 may be possible (minus payment provider fees).
• Downloaded file: If you downloaded a converted file, refunds are available only if the file is materially defective.
• Promotional tokens: Bonus tokens granted under promotions are non-refundable.

12. Contact details

• NEEDRATE LIMITED
• Registered office: Academy House, 11 Dunraven Place, Bridgend, Mid Glamorgan, United Kingdom, CF31 1JF
• Company No.: 15800113
• Email: info@ifileconverter.co.uk