Last updated: September 8, 2026
What this policy covers
ExtractToExcel converts PDF documents into Excel workbooks. The only thing we sell is a pack of prepaid credits, bought once and spent on conversions whenever you like. One credit converts a PDF of up to ten pages; current prices are on the pricing page.
There is no subscription, no recurring charge, and no monthly minimum, so there is nothing to cancel to stop being billed. You are charged only when you choose to buy a pack.
This page restates the refund terms in full. It sits alongside our terms of service, which remain the agreement between us.
The 14-day window
You may request a refund within 14 days of the date of purchase, for the credits from that purchase that you have not yet used. You do not need to give a reason.
Credits you have already spent on conversions are not refundable. The work has been done and the AI processing behind it has already been paid for.
A partly used pack is refunded in proportion
Credits are consumable, so a pack you have started is refunded pro-rata. We return the same share of the money you paid as the share of credits you have not used, and remove exactly those unused credits from your balance.
The proportion is calculated on the total you actually paid, including any tax, so a proportional share of the tax comes back with it.
- Worked example. You bought a 100-credit pack and have used 40 of them. You are refunded 60 percent of the total charge, and 60 credits leave your balance.
- A full refund is genuinely full. If you have used nothing, you get the entire amount you paid back, tax included, and every credit from that pack is removed.
- Rounding favours you. Where the proportion does not land on a whole credit, the number of credits removed is rounded up, so a partial refund never leaves you holding a credit you have already been paid back for.
If the credits have already been spent
Refunded credits are removed from your balance when the refund is issued. If a refund is issued after those credits have been spent, your balance is set to zero rather than going negative, and you owe us nothing further.
Refunds you do not have to ask for
Two situations are handled automatically, without a request and without the 14-day window applying:
- A document we fail to convert is refunded to your balance as soon as the conversion finishes. You only ever pay for documents that were actually converted.
- A PDF longer than the published page limit is refused rather than charged for, so an oversized document cannot produce a surprise deduction.
You are also shown the exact credit cost of a job after your files are uploaded and before anything comes off your balance. Nothing is charged until you confirm it.
What is not refundable
- credits you have already spent on completed conversions;
- purchases more than 14 days old, except where the consumer law of your own country gives you longer;
- credits that have reached their expiry date. Credits expire three months after they are granted, we email you before they do, the date is shown on your account, and a conversion always spends the credits closest to expiring first;
- the balance on an account you have deleted. Credits are attached to the account and are forfeited with it, so if you are inside the refund window and want the money back, ask for the refund before deleting the account;
- the balance on an account we have terminated for a breach of the acceptable use section of the terms, which we may withhold.
If we suspend or close an account for any reason other than a breach, or if we discontinue the service altogether, we refund the unused balance whether or not it is within 14 days.
How to request a refund
Write to us from the email address on the account, either through the contact page or by emailing hello@extracttoexcel.com. Tell us which purchase you mean — the date and the size of the pack is enough, and the order reference from your Paddle receipt is ideal.
We aim to answer every request within one working day. There is no form to fill in and no reason required.
How the money comes back
Card payments are processed by Paddle (paddle.com), acting as the Merchant of Record for the sale. Paddle issues your invoice and handles the refund itself, so the refund is returned to the original payment method and appears on the same statement as the charge.
Once issued, a refund normally reaches you within five to ten working days, depending on your bank. We never hold or see your full card details.
Chargebacks
If you think a charge is wrong, contacting us is faster than a chargeback and usually settles it the same working day. Where a payment is reversed through your bank or card issuer, the corresponding credits are removed from your account and access to paid conversions may be suspended until the matter is resolved.
Your statutory rights
Nothing on this page limits any right of withdrawal, cancellation, or refund you have under the consumer law of your own country. Where that law gives you more than this policy does, that law applies.
Contact
ExtractToExcel is operated from Bandar Sri Permaisuri, Jalan Permaisuri 5, Cheras, 56000, Kuala Lumpur, Malaysia. Refund requests and billing questions go to hello@extracttoexcel.com or the contact page; anything about the terms themselves goes to legal@extracttoexcel.com.