Refund and cancellation policy

Every subscription payment, monthly or yearly, is final once it is charged. This includes the first payment, renewals, and the difference charged when you upgrade to a higher plan or switch from monthly to yearly billing. We do not refund unused pages, unused days of a period, or a period in which the service was used little or not at all.

Before you subscribe, you can test the parser on your own files in the website demo, read the document parsing API reference and compare plans on the pricing page, so you know what you are buying.

We refund a charge only in these three cases.

• Duplicate charge. You were charged twice for the same subscription period because of a billing error. We refund the extra charge.
• Unauthorized charge. A charge was made without the permission of the account holder or card holder and this is confirmed, for example by evidence of stolen credentials or a card used without consent. We refund the charge and secure the account.
• Total service failure. The service was completely unusable for your account for a sustained period because of a fault on our side, and we could not restore it. We refund the part of the period affected.

Slow processing, a partial outage, a document type that parses worse than you hoped, or a change of plans in your company are not grounds for a refund. Enterprise customers with a service level agreement receive the remedies set out in that agreement.

Email [email protected] from the address linked to your account within 14 days of the charge. Include the invoice number or date of the charge, the amount, and a short description of what happened. For an unauthorized charge, include any evidence you have.

We review every request and reply by email. An approved refund goes back to the original payment method. The time it takes to appear on your statement depends on your bank.

You can cancel at any time from billing settings in the app. Cancelling stops the next renewal. It does not refund the current period, and you keep full access until the end of the period you have paid for. After that, your plan ends and your files and outputs are deleted according to your retention settings and our privacy policy.

A move to a lower plan takes effect at the next renewal and does not produce a refund or credit.

If you are a consumer in the European Union, you normally have a right to withdraw from a contract for digital services. When you subscribe, you ask us to start the service immediately and you confirm that you lose the right of withdrawal once the service starts. Your right of withdrawal therefore ends once you give that consent and the service starts. Mandatory consumer rights that cannot be waived under the law of your country remain unaffected.

If you think a charge is wrong, please write to us first. Most questions are settled faster by email than through a bank dispute. If you open a dispute for a charge that is valid under this policy, we may suspend the account while the dispute is open.

This policy is part of our terms of service. Questions go to [email protected].