Introduction
This Refund Policy explains when you are eligible for a refund of your PDFCrate subscription payment or AI credit usage, and how to request one. It applies alongside our Terms & Conditions and does not affect your statutory consumer rights.
1. Subscription Payment Refunds
If you're not satisfied with your PDFCrate subscription, you can request a full refund within 7 days of your payment date.
Refunds are available only if no AI credits have been used on the subscription during the current billing period. Once you've used any AI tool (PDF AI Summarizer, PDF AI Translator, or AI Bank Statement to Excel), that billing period is no longer refund-eligible for the subscription fee, though you may still cancel to prevent future renewals.
2. AI Tool Credits — Refund Conditions
Credits consumed by AI tools (PDF AI Summarizer, PDF AI Translator, AI Bank Statement to Excel) are generally non-refundable once an AI processing job has completed successfully, since the AI service cost is incurred at the time of processing regardless of whether you are satisfied with the result.
However, credits will be automatically refunded to your account (not to your payment method) in the following circumstances:
Technical failure: The AI processing job fails due to a server error, API error, or timeout on our side before a result is delivered to you. Automatic credit refunds for technical failures are processed within seconds and are visible immediately in your account dashboard.
File delivery failure: Processing completes but the output file cannot be delivered to you for download due to a technical error. Contact us at support@pdfcrate.com with your account email and the approximate time of the attempt, and we will verify and refund the credits manually.
Billing error: Credits were deducted from your account in error (e.g. the same job was charged twice). Contact us within 14 days of the incident.
Credits are NOT refunded in these circumstances:
- The AI extraction completed and a result was delivered, but the output quality does not meet your expectations due to the quality of the input document (e.g. a blurry scan, unusual bank statement format, or non-English content)
- You uploaded a document and began processing but then changed your mind before downloading the result
- The document contained encrypted, corrupted, or password-protected content that prevented extraction, and you were informed of this before the job began
3. AI Bank Statement to Excel — Specific Refund Terms
Given that bank statement extraction depends heavily on the quality and format of your input document, we recommend:
- Testing with a single-page statement before processing a longer multi-page document
- Ensuring your PDF is a digitally-generated bank statement (downloaded directly from your bank's portal) rather than a scan of a printed statement — digitally-generated PDFs produce significantly more accurate results
- Verifying the extracted data against your original statement before relying on it for any purpose
If you process a bank statement and receive an output that is significantly incomplete due to an unsupported statement format (not merely lower accuracy than expected, but genuinely missing the majority of transactions), contact us within 7 days at support@pdfcrate.com. We will review the case and, at our discretion, may issue a credit refund for that specific job. This does not affect your statutory rights.
4. Subscription Refunds — Updated Clarification
The 7-day refund window described in Section 1 applies to your subscription fee, not to individual AI credit usage within that subscription. If you subscribed and then used AI credits (including the Bank Statement to Excel tool), the portion of your subscription fee corresponding to used credits is non-refundable, and only the remaining unused portion may be considered for a pro-rata refund at our discretion during the 7-day window.
5. How to Request a Refund
Email: support@pdfcrate.com
Subject line: "Refund Request — [your account email]"
Include: your account email address, the date of the charge, the amount, and a brief description of the issue.
We aim to respond to all refund requests within 2 business days. Approved refunds to your original payment method are processed within 5–10 business days, depending on your card issuer. Credit refunds to your account balance are applied immediately upon approval.
6. Statutory Rights
This refund policy does not affect any statutory consumer rights you may have under applicable law in your jurisdiction.