Refund Policy

1. Nature of Service

PDF-Help is an online digital service that provides document processing tools accessible through your web browser. All features and functionality are delivered digitally. No physical products, goods, or media are shipped, delivered, or provided as part of your subscription.

As a digital service, PDF-Help is subject to specific consumer protection rules regarding the supply of digital content and services. This Refund Policy should be read in conjunction with our Terms & Conditions and is governed by the laws of England and Wales, United Kingdom.

2. EU/EEA 14-Day Cooling-Off Period

If you are a consumer residing in the European Union (EU) or European Economic Area (EEA), you are entitled to a 14-day cooling-off period under Directive 2011/83/EU (the Consumer Rights Directive). This right allows you to withdraw from your purchase within 14 days of the transaction date, without giving any reason.

Important exception: Because PDF-Help is a digital service, if you begin using the Service before the 14-day cooling-off period expires, and you have given your prior express consent and acknowledged that you thereby lose your right of withdrawal, you will no longer be entitled to exercise this right. Use of the Service is considered to begin when you log in and access any tools or features.

If you have not used the Service and wish to exercise your right of withdrawal within the 14-day period, you are entitled to a full refund of any subscription fees paid (excluding the $0.01 trial charge, which is non-refundable).

3. Refund Eligibility

You may be eligible for a refund in the following cases:

• You are an EU/EEA consumer exercising your 14-day right of withdrawal as described above, provided you have not used the Service.
• You were charged incorrectly due to a billing error on our part (e.g., duplicate charges, incorrect amount).
• The Service was materially unavailable or non-functional for a significant portion of your billing period due to issues on our end, and we were unable to resolve the problem within a reasonable timeframe.
• You are entitled to a refund under the mandatory consumer protection laws of your country of residence.

All refund requests are assessed on a case-by-case basis. We may request additional information to verify your claim.

4. Subscription & Trial Terms

PDF-Help operates on a subscription model with the following pricing structure:

5. Situations Where Refunds Are Not Available

Refunds will generally not be issued in the following circumstances:

• You have actively used the Service during the billing period for which a refund is requested (including logging in, uploading documents, or using any tools or features).
• You failed to cancel your subscription before the automatic renewal date and subsequently used the Service during the new billing period.
• The $0.01 trial charge -- this amount is non-refundable regardless of whether you cancel during the trial period.
• You have already received a refund for a previous billing period and are requesting additional refunds for subsequent periods without a new qualifying reason.
• Your account was suspended or terminated due to a violation of our Terms & Conditions or Acceptable Use Policy.
• You are dissatisfied with the Service but have not contacted our support team to allow us the opportunity to resolve your issue before requesting a refund.
• The request is made after the applicable refund or cooling-off period has expired.

6. How to Cancel

You may cancel your PDF-Help subscription at any time using any of the following methods:

• Email: Send a cancellation request to help@pdf-help.com. Please include your full name, the email address associated with your account, and your order reference or transaction ID.
• Phone: Call our customer care line at +44 1494 326040 during regular business hours (GMT). Our team will process your cancellation request while you are on the call.
• Dashboard: Log in to your PDF-Help account and navigate to your account settings or subscription management section to cancel directly.

Cancellation takes effect at the end of your current billing period. You will retain full access to all features until the end of the period you have already paid for. No further charges will be applied after cancellation.

If you cancel during the 24-hour trial period, you will not be charged the $29.99 subscription fee. The $0.01 trial charge remains non-refundable.

7. Refund Method

Approved refunds will be processed to the original payment method used for the transaction. This includes credit cards, debit cards, Apple Pay, and Google Pay.

• Refunds are typically processed within 5-10 business days of approval. The time it takes for the refund to appear on your statement depends on your payment provider or bank.
• If the original payment method is no longer available (e.g., expired card, closed account), we will work with you to find an alternative refund method.
• Refunds are issued in United States Dollars (USD). If your original payment was made in a different currency, the refunded amount may differ slightly from the original charge due to exchange rate fluctuations. We are not responsible for any differences caused by currency conversion.

8. Chargebacks

We strongly encourage you to contact us directly before initiating a chargeback or dispute with your payment provider. We are committed to resolving billing issues quickly and fairly.

Filing a chargeback without first attempting to resolve the issue with us may result in the suspension or permanent termination of your PDF-Help account. If a chargeback is filed and later found to be unwarranted, we reserve the right to recover the disputed amount along with any associated fees incurred.

To avoid chargebacks, please contact us at help@pdf-help.com or call +44 1494 326040 to discuss any billing concerns before contacting your bank.

9. Exceptional Circumstances

We understand that exceptional circumstances may arise. In cases not covered by the standard provisions of this Refund Policy, we may, at our sole discretion, consider refund requests on a case-by-case basis. Such circumstances may include, but are not limited to:

• Extended service outages caused by issues on our end that significantly impacted your ability to use the Service.
• Documented medical emergencies or other serious personal circumstances that prevented you from cancelling before a renewal.
• Technical errors in our billing system that resulted in incorrect or unauthorised charges.

Any refund granted under exceptional circumstances is made at our discretion and does not establish a precedent for future requests.

10. Contact Us

If you have any questions about this Refund Policy, wish to request a refund, or need assistance with cancellation, please contact us:

We aim to respond to all refund requests and inquiries within 24 hours. Phone support is available during regular business hours (GMT).