Refund Policy

Overview

PDF Genius offers most of its tools free of charge. Paid options include recurring subscription plans (Pro and Business) and one-time credit packs for on-demand conversions. This policy sets out your cancellation and refund rights for those paid purchases.

Because our products are digital and delivered instantly, purchases are generally non-refundable once the service has been used, except where you have a statutory right to cancel or where a refund is granted at our or our payment provider's discretion, as described below. Nothing in this policy limits your mandatory consumer rights.

Who You Buy From

Payments for PDF Genius web purchases are processed by our authorised reseller and Merchant of Record. Depending on your purchase, the Merchant of Record is Paddle.com Market Limited ("Paddle") or Dodo Payments. This means the Merchant of Record is the seller of record for your transaction and handles billing, payment processing, sales tax/VAT, invoices, and refunds on our behalf.

Your payment receipt and bank or card statement may therefore show the name of the Merchant of Record (for example "Paddle" or "Paddle.net") rather than "PDF Genius". Refunds are issued through the same Merchant of Record that processed your original payment, in line with this policy and the Merchant of Record's own buyer terms.

Mobile in-app subscriptions and credit packs purchased through the Apple App Store or Google Play are governed by the refund rules of those stores. To request a refund for an in-app purchase, please use the relevant store's refund process.

14-Day Right to Cancel

If you are a consumer in the United Kingdom, European Union, EEA, or Switzerland, you have a statutory right to withdraw from your purchase within 14 days and receive a full refund. This applies to one-time purchases and to the first payment of a new subscription.

Please note that for digital content and services, this right may end once you begin using the service, where you have asked us to start providing it immediately and acknowledged that you will lose your right to cancel by doing so. Where local consumer protection law gives you stronger rights, the highest level of protection always applies.

Subscriptions & Renewals

Subscription plans renew automatically at the end of each billing period until cancelled. You can cancel your subscription at any time from your account settings or the billing portal. When you cancel, your plan remains active until the end of the current paid period, and you will not be charged again.

Renewal payments are generally non-refundable. If you were charged for a renewal you did not intend and contact us promptly, we will review your request and may grant a discretionary refund, in addition to any statutory rights you may have.

Credit Packs

Credit packs are one-time purchases that add conversion credits to your account. Unused credits may be eligible for a refund within the 14-day cancellation period described above.

Credits that have already been used are non-refundable. If only part of a credit pack has been used, any refund will be calculated based on the unused portion at our discretion.

How to Request a Refund

To request a refund, contact us with the details below and include the email address used for your purchase, the order or receipt number, and the reason for your request:

• Email or message us through the Support page on pdfgenius.app
• Phone: +447429919748
• Alternatively, for purchases processed by Paddle, you can request a refund directly via Paddle's buyer support at paddle.net

We aim to acknowledge every refund request within 2 business days.

Processing Time

Once a refund is approved, it is processed by the Merchant of Record back to your original payment method. Refunds typically appear within 5–10 business days, depending on your bank or card issuer. When a refund is issued, access to the relevant paid features or unused credits will end.

Non-Refundable Situations

Except where required by law, refunds will not be issued in the following cases:

• The 14-day cancellation period has passed and the service has been used
• Credits or features have already been consumed
• There is evidence of fraud, refund abuse, or other manipulative behaviour
• The request relates to a change of mind after substantial use of a clearly described product

Your Statutory Rights

This policy does not affect your statutory rights as a consumer, including your rights in relation to products that are faulty, not as described, or not fit for purpose. If a product does not work as described, you may be entitled to a repair, replacement, or refund under applicable consumer protection law. Where any local law or the Merchant of Record's own policy grants you stronger rights, those rights will always apply.

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