Fictional demonstration document. CreatorQuay Demo Studio is a fictional operator, not a registered company, and no registration, licence or regulatory status is claimed.
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This policy explains what happens to your money and credits when something goes wrong. It forms part of the Terms of use and does not limit any refund or cancellation right the law gives you.
Failed conversions
You only pay for conversions that finish. If a conversion fails, the credits charged for it are returned to your balance automatically; you do not need to ask.
A conversion has not failed just because you do not like the result or because the target format cannot hold a feature of the source file. Use the free conversions to check that the Service suits your files before buying larger packs.
Credit purchases
Credits are a one-time purchase in EUR and do not expire while your account is open. Except where this policy or the law says otherwise, a credit purchase is final once the payment has completed.
Contact us and we will investigate if:
- you were charged but the credits did not reach your balance;
- you were charged more than once for the same order;
- a charge appears that you did not make.
Where a charge was taken in error, it will be put right, either by adding the missing credits or by refunding the payment to the method you used.
Your statutory rights
If the law of the country where you live gives you a right to cancel a digital purchase or to a refund, this policy does not take that right away. Because a conversion starts as soon as you request it, the right to withdraw may be affected once you have used credits, to the extent the law allows.
When we close an account
If we close your account for a reason that is not a breach of the Terms by you, we will let you use your remaining purchased credits first or refund the unused balance, where that is reasonably possible or legally required. Credits may be forfeited when an account is closed because of a serious breach.
How to ask
Email [email protected] or use the contact form and choose "Refund request". Include:
- the email address of your account;
- the order or request reference and the date of the payment;
- a short description of the problem.
We may ask you to confirm details so that we can verify the request. Please contact us before starting a chargeback with your bank, so that we can try to resolve the problem quickly.
