This Refund Policy forms part of our Terms and Conditions.

Who you bought from

Purchases made through our Website are sold by a merchant of record — either Paddle.com Market Ltd or PayPro Global — identified at checkout and on your invoice. That merchant handles payment, invoicing and refunds on our behalf, so refunds for Website purchases are issued by that merchant to the original payment method. The conditions in this policy apply the same way in either case.

Purchases made through our mobile applications are billed by Apple or Google. Those are subject to the refund rules of the relevant app store, and must be requested there rather than from us.

Refund period

You may request a refund of a subscription payment within 30 days of that payment being taken, provided you have not used the paid Service as described below.

This applies to the initial purchase and to each automatic renewal payment, measured from the date of the payment concerned.

When a refund is available

A refund is available while you have not downloaded or exported anything since the payment concerned, and your use of the Service has not gone beyond evaluating it.

Downloading or exporting means taking a converted result out of the Service, in any format, from any part of it. Uploading a document, running a conversion, and reading the result on screen do not count - you can evaluate the quality of our conversions in full, on your own documents, without spending your refund right. We also offer a free allowance so you can test the Service before paying anything at all.

A subscription is refundable while you are deciding whether Pen to Print works for you - not once you have used it to get a body of work converted, whether or not you downloaded the results.

How to request a refund

For purchases made through our Website, contact us at contact@pen-to-print.com or through our contact page, using the email address you bought with. We will check your account against the conditions above and process the refund with the merchant that took the payment.

Approved refunds are returned to the original payment method. Your bank or card issuer may take a further few business days to show the money in your account.

What is not refundable

• Payments where any converted result has been downloaded or exported since that payment.
• Payments where use of the account has gone beyond evaluating the Service.
• Payments older than 30 days, except as set out below.
• Subscription periods that have already ended.
• Accounts suspended or terminated for breach of our Terms and Conditions.
• Repeated refund requests across successive billing periods, or a pattern of purchasing, downloading in bulk, and then requesting a refund.

Outside these conditions

Requests that fall outside the above are considered case by case and granted at our sole discretion. Circumstances we will look at include a technical fault that prevented you from using the Service, a duplicate charge, or a charge you did not authorise.

Nothing in this policy limits any statutory right to cancel or to a refund that you have under the law of the country where you live. Where local consumer law gives you a longer or stronger right than this policy, that law applies and this policy does not override it.

Cancelling your subscription

Cancelling stops future renewals; on its own it does not refund a payment already taken. You can cancel at any time from your account settings, or by contacting our customer support at contact@pen-to-print.com. After cancelling you keep access to the Service until the end of the period you have already paid for.

If you want both — to cancel and to be refunded for the payment just taken — say so when you get in touch, and we will handle both together.

Contact us

If you have any questions about this Refund Policy, you can contact us: contact@pen-to-print.com