Refund Policy

1. Scope

This policy covers every purchase from PDFeather: prepaid balance top-ups, subscriptions, and individual operations paid from your balance. It forms part of our Terms of Service.

All amounts are in US dollars. Payments and refunds are processed by Stripe and go back to the original payment method. VAT is refunded in proportion to the amount refunded.

If you are a consumer in the EU or the UK, section 6 explains the statutory withdrawal right you have in addition to everything below. Nothing in this policy limits rights that consumer law gives you.

2. Prepaid balance top-ups

Unused balance from a top-up is refundable within 14 days of that top-up. We refund the unused cash portion only.

Your balance is made of two things: the cash you paid, and any promotional bonus we added. When we work out a refund we deduct the promotional bonus from your remaining balance first. Whatever cash is left after that is what we refund.

A worked example

• You top up $25. Your balance is credited $27.50: $25.00 cash and $2.50 bonus.
• You spend $7.50 on renders, leaving a balance of $20.00.
• You ask for a refund within 14 days. We deduct the $2.50 bonus first and refund the remaining $17.50 to your card.
• The balance from that top-up, including the bonus, is then removed from your account.

If your remaining balance is the same as, or less than, the bonus that was credited, there is no cash left to refund. If you have made several top-ups, we apply this calculation to the top-up you are asking us to refund, using the balance remaining when you make the request.

After 14 days a top-up is no longer refundable. The balance itself does not expire: credits stay usable for as long as your account is open.

3. Promotional bonus credit

The package bonuses ($25 credits $27.50, $50 credits $57.50, and $120 credits $144.00) are promotional credit. It is a discount on future usage, not money you paid us. The $10 package carries no bonus, so an unused $10 top-up is entirely cash.

• Bonus credit is not refundable and has no cash value on its own.
• It cannot be transferred to another account or paid out.
• It is removed together with the top-up it came from when we issue a refund.

4. Subscriptions

Plans are billed monthly or yearly and renew automatically until you cancel. A period that has already started is not refundable, and that includes a yearly period. We do not pro-rate a part-used period.

Cancelling stops the next renewal rather than ending the current period. Your plan allowance and features stay available until the end of the period you have paid for, then the account moves to the Free plan. You can cancel at any time in the dashboard.

If we raise the price of your plan or materially reduce what it includes, we tell you at least 30 days beforehand and the change applies from your next renewal, so you can cancel before you are charged for it. There is nothing to refund on the Free plan.

5. Operations, failed renders, and overage

• Consumed operations are not refundable. Once a document has been rendered or processed and returned to you, the service has been delivered.
• Failed renders are not billed. A job that fails on our side does not draw from your plan allowance or your balance, so there is nothing to refund. If you believe you were charged for a job that returned an error, send us the job id and we will credit it.
• A job that succeeds but produces output you did not want (because of the HTML, CSS, or URL you supplied) is still a delivered operation. Test on the Free plan or in the playground before running a batch.
• Overage documents beyond your plan allowance are charged from your balance at $0.79 per document as they are produced, and follow the same rule.
• When your balance is empty the API returns HTTP 402 and stops processing billable requests. We never charge a card to cover overage, so an empty balance stops spend rather than creating a bill to dispute.

6. EU and UK consumers: right of withdrawal

If you are a consumer in the EU or the UK (buying outside a trade, business, or profession) you have a statutory right to withdraw from a distance contract for digital services within 14 days of entering into it, without giving a reason.

The usual caveat applies. If you ask us to start supplying the service during that period and acknowledge that you lose the withdrawal right once the service has been fully performed, then using the service reduces what you can get back: we may deduct an amount in proportion to what you used before withdrawing, and the right ends once the service has been fully supplied with your consent.

In practice this matches section 2. Topping up and then spending part of the balance means the spent portion is not returned, while the unused cash portion still is, within 14 days. To withdraw, email support@pdfeather.com within 14 days from the address on your account. A clear statement is enough; there is no form to fill in. Business customers do not have this statutory right, but the rest of this policy still applies to them.

7. Chargebacks and disputes

If a charge looks wrong, email support@pdfeather.com first. We can usually settle a billing question in a day or two, which is faster than a bank dispute and leaves your account working while we look into it.

Opening a chargeback freezes the account for as long as the dispute runs: API keys stop working and the balance is locked. We restore access once the dispute is resolved in your favour or withdrawn. We submit the transaction ledger, job metadata, and account records as evidence in a dispute.

Any balance funded by a payment that is reversed is removed from the account. Repeated or fraudulent chargebacks can lead to permanent closure of the account.

8. How to request a refund

Email support@pdfeather.com from the address on your account and tell us what you want refunded: the date and amount of the top-up, or which subscription. A reason helps us improve the product but is not required for a top-up refund inside the 14-day window.

• We check the ledger, confirm the refundable cash portion, and reply by email with the figure before we process anything.
• Approved refunds are issued through Stripe to the original payment method. Banks usually post them within 5 to 10 business days.
• The corresponding balance, including any bonus credit attached to it, is removed from your account at the same time.
• We issue a credit note where VAT was charged and your tax records require one.
• If the original payment method no longer exists, tell us and we will agree an alternative where we are able to.

Questions about this policy go to legal@pdfeather.com. See also our Terms of Service and Privacy Policy.