Refund & Return Policy

1. Summary (customer-facing)

• Refund requests are handled under this Policy and applicable UK consumer law.
• Typical processing time: 5–10 business days after we approve a refund (your bank or payment provider may take longer to display the funds).
• Any refund will not exceed the amount originally paid for the relevant Token top-up or paid feature.
• Tokens that have already been used for conversions are non-refundable.
• Wallet Credit is linked to your Account only, cannot be transferred and cannot be exchanged for cash (see section 5).
• Any promotional, bonus or goodwill credits (if provided) are non-refundable.
• The Service provides digital tools and digital outputs only. There are no physical items to return or ship back.
• To submit a request, email info@ifileconverter.co.uk with your account email, order reference and a description of the issue.
• Accepted currencies: GBP (£), EUR (€), USD ($). Payment methods: Visa, Mastercard.
• Reference exchange rate for Tokens (subject to change on the Service): 100 Tokens = £1.00 / €1.17 / $1.29.

2. Scope and legal notice

This Refund & Return Policy ("Policy") sets out how cancellations and refunds are handled for purchases made via ifileconverter.co.uk, including Wallet top-ups (Token purchases) and any paid features of the file-conversion service operated by WISHES AND MEMORIES LTD ("iFileConverter", "we", "us", "our").

Our Service offers access to digital-only tools and outputs (for example, converted documents in Word, RTF, ODT, TXT, XLS, XLSX, CSV or other supported formats). There are no physical goods supplied or accepted under this Policy.

Nothing in this Policy removes, restricts or limits your statutory rights under UK law (including, where applicable, the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015).

3. Key definitions

For this Policy:

• Wallet / Wallet Credit – the pre-paid balance (in Tokens) in your Account used to access iFileConverter's paid features; it is not cash, e-money or a financial instrument.
• Tokens – the units deducted from your Wallet when you convert files, re-run conversions or use other paid features of the Service.
• Converted Files / Outputs – the digital documents and related files generated by the Service from your Source Files (for example, a DOCX file created from a PDF).
• Order / Transaction – a confirmed Wallet top-up or purchase of a paid feature.
• Abuse / Fraud – any activity that breaches our Terms and Conditions (for example, automated token farming, attempts to circumvent usage limits, or unauthorised or fraudulent payments).

4. General refund principles

4.1. Refund cap. Any refund granted under this Policy will not exceed the amount you originally paid for the relevant Order, minus any non-recoverable payment-processor fees where this is legally permitted.

4.2. Digital content performance. The Service delivers digital content and functionality that may become available immediately. By purchasing Tokens and/or using them to start a conversion, you acknowledge and expressly agree that we may begin performance straight away and that, once performance has begun, any statutory cooling-off right in relation to that specific digital content may no longer apply, to the extent allowed by law.

4.3. Consumed Tokens. Tokens that have been deducted from your Wallet for completed actions (such as converting or exporting files) are non-returnable and non-refundable.

4.4. Accuracy of inputs. Converted Files are created automatically from the files and options you provide. If the Source Files are incorrect, incomplete, corrupted, low-quality (for example, poor scans) or later change, any additional conversions or corrections will consume new Tokens, which are not refundable.

4.5. Currency. Wherever possible, refunds are made in the original payment currency (GBP/EUR/USD) and to the original payment method used.

4.6. FX and display values. Prices and balances may be shown in more than one currency. Your card issuer may apply its own foreign-exchange rate and/or fees. We do not control, guarantee or reimburse any FX differences or card-provider fees.

4.7. Promotions. Promotional, bonus or trial credits (including those granted as part of marketing campaigns or goodwill gestures) are non-refundable and may expire in line with the specific terms for that promotion.

4.8. Abuse / Fraud. We may refuse refunds and may suspend or terminate Accounts where we reasonably suspect fraud, abuse, chargeback abuse or any other breach of our Terms and Conditions or this Policy.

5. Wallet top-ups (Tokens)

5.1. Nature. Wallet top-ups are prepayments for access to digital features of the Service. Your Wallet is not a bank account, payment account or e-money account. No interest, profit share or similar return is paid on Wallet Credit.

5.2. Unused balances. Unused Token balances are generally not withdrawable and not redeemable for cash. In genuinely exceptional situations (for example, clear technical errors or duplicate payments), you may ask us to refund unused Tokens. Any such refund is at our reasonable discretion and may be reduced by non-recoverable payment-processing costs.

5.3. Partially used top-ups. If a specific top-up has been partly used, only the unused portion of that particular top-up may, at our discretion, be considered for a refund, and only up to the original fiat amount paid for that top-up.

5.4. No transfer. Wallet Credit is personal to your Account and cannot be sold, gifted, exchanged or transferred to another user or Account.

6. Cancellations of paid features

6.1. Before performance. If you buy a paid feature (for example, a bulk conversion option) and we have not yet started processing – meaning no Tokens have been consumed and no conversion job has begun – you may request cancellation and a refund of the fee or the portion of your top-up allocated to that feature.

6.2. After performance begins. Once we begin providing the feature (for example, a conversion task has started and Tokens have been deducted), cancellation and refunds are generally not available, subject always to any non-excludable statutory rights you may have.

7. Quality issues and re-runs

7.1. Good-faith review. If you believe a Converted File or Output is materially defective due to a technical issue (for example, a corrupted file, an empty output despite valid input, or a clear system error), you must contact us within 7 days of generation and provide relevant details (such as screenshots, timestamps, file names and error messages).

7.2. Remedy. Where we confirm that there was a technical fault on our side, our primary remedy is to re-run the affected conversion at no additional Token cost. If a re-run is not reasonably possible, we may credit your Wallet with an equivalent number of Tokens.

7.3. No acceptance guarantees. Whether a Converted File is accepted by a court, government portal, employer, recruiter, bank, educational institution or any other third party depends on their own policies and technical requirements. Their refusal to accept a document is not, by itself, a defect in our Service and does not automatically entitle you to a refund.

8. How to request a refund

To request a refund or raise a concern, please email info@ifileconverter.co.uk and include:

• your Account email address and Order / Transaction reference;
• whether your request relates to a Wallet top-up or a particular paid feature;
• a clear description of the problem, with any relevant evidence (screenshots, timestamps, error messages, bank confirmations, etc.).

Process:

• we will acknowledge receipt of your request within 5 business days;
• we will review the request and may ask you for further information;
• if your request is approved, we will initiate the refund within 5–10 business days (the actual time for funds to appear depends on your bank or payment provider).

9. Chargebacks, disputes and investigations

9.1. If you initiate a chargeback or payment dispute with your bank or card issuer, we will treat this as a formal dispute and may provide evidence (for example, order logs, usage records and Token-consumption data). We may temporarily suspend or limit your Account while the dispute is being investigated.

9.2. If a chargeback results in funds being reversed or recovered from us, we may:

• remove an equivalent value of Wallet Credit and/or Tokens from your Account; and
• seek to recover any outstanding amounts that are lawfully due to us, including reasonable investigation and administrative costs.

9.3. In many cases, contacting our support team first (before raising a chargeback) leads to a faster and clearer resolution.

10. Taxes and invoicing

10.1. We issue electronic receipts and/or invoices for Token purchases and paid features. Any applicable VAT or other indirect taxes are displayed where required, based on your billing information and our tax obligations.

10.2. Where a refund is processed, the refunded amount will generally be net of any taxes that we are legally unable to reclaim from tax authorities, unless we are legally required to refund those taxes as well. We will not retain taxes where a refund of those taxes is mandated by law.

11. Record-keeping and data protection

11.1. We keep records relevant to refunds, chargebacks and disputes (for example, order identifiers, payments, Token usage, logs, timestamps, device or IP information and error traces) for at least 24 months, and up to 6 years for enterprise clients or disputed transactions, in line with our legal, tax and accounting obligations.

11.2. Personal data is processed by us as a controller under the UK GDPR and the Data Protection Act 2018. Further details are set out in our Privacy Policy.

12. Illustrative examples (not legally binding)

These examples are for guidance only and do not override the detailed rules in this Policy:

• Immediate performance: You purchase Tokens and immediately convert several PDF documents to DOCX. The Tokens used for those conversions are consumed and are not refundable.
• Not yet performed: You purchase a bulk conversion feature but contact us to cancel before any batch job is started and before any Tokens are deducted. We may refund the relevant amount.
• Corrupted output: Due to a system fault, a generated file is empty or clearly corrupted even though the input file is valid. We will re-run the conversion or credit equivalent Tokens to your Wallet.
• Unused top-up: You top up your Wallet with €200, never use any Tokens and later decide that you no longer wish to use the Service. We may, at our discretion, refund the €200 minus any non-recoverable processing fees.
• Portal rejection: A government portal or employer refuses your uploaded document because of their own format, content or policy requirements. This, by itself, is not a defect in our Service and does not entitle you to a refund.

13. Changes to this Policy

We may update this Policy from time to time. Material changes will be communicated via email and/or by a prominent notice within the Service. Changes apply on a going-forward basis and do not affect refunds already processed or Orders completed before the effective date of the change, unless required by law.

14. Contact details

iFileConverter

Operated by WISHES AND MEMORIES LTD

Registered office: 31 Auctioneers Way, Northampton, United Kingdom, NN1 1HF

Company number: 15957246

Email (support): info@ifileconverter.co.uk

Tel: +44 7441 392306

Accepted currencies: GBP (£), EUR (€), USD ($)

Payment methods: Visa, Mastercard