Refund Policy
When and how you can get a refund for your ScanToExcel Premium subscription.
Last updated: May 12, 2026
Overview
We want you to be happy with ScanToExcel. If our service doesn't work for you, we will refund your most recent Premium charge — provided your usage stays within a simple fair-use limit (see below).
This policy applies to Premium subscription charges only. The free tier never costs anything, so there is nothing to refund.
When You Qualify for a Refund
We issue a full refund of your most recent Premium charge when both of these conditions are met:
- ✓You request the refund within 7 days of the charge (14 days if you are a consumer resident in the European Union — see EU section below).
- ✓You have used fewer than 10 Premium conversions in total since the charge. Our free tier already allows 10 conversions per day, so this threshold ensures you have only briefly tested Premium and not substantially consumed the service.
Regardless of usage, we always refund duplicate charges, charges made after you cancelled, and cases where the service is genuinely broken and we cannot fix it for you.
How to Request a Refund
Email us with the following information:
- 1.The email address on your ScanToExcel account
- 2.The date of the charge you want refunded
- 3.A brief reason (optional, but it helps us improve)
You do not need a long explanation. A one-line message is fine.
Processing Time
We process refund requests within 2 business days. Once approved, Stripe (our payment processor) returns the money to your original payment method.
Depending on your bank, the refund typically appears on your statement within 5 to 10 business days.
When We Cannot Refund
To keep the service affordable and prevent abuse, we are unable to issue a refund in the following situations:
- ✕You have already used 10 or more Premium conversions since the charge (the service has been substantially used — anything beyond this exceeds what the free tier offers in a single day).
- ✕The request is more than 7 days after the charge — or more than 14 days for EU consumers.
- ✕Your account was terminated for violating our Terms of Service.
- ✕The charge was for a billing cycle that has already ended and the next cycle has not yet been billed — cancel future renewals instead.
- ✕You are requesting a refund for a charge that does not appear on your account.
Duplicate charges, post-cancellation charges, and broken-service refunds are always issued regardless of usage. If you are unsure whether your situation qualifies, contact us anyway — we read every email.
EU 14-Day Withdrawal Right
If you are a consumer resident in the European Union, you have a statutory 14-day right of withdrawal under the EU Consumer Rights Directive (2011/83/EU) — twice as long as our standard 7-day window. To use it, email contact@scantoexcel.com within 14 days of your first Premium charge.
The same fair-use limit applies: refund eligibility requires you to have used fewer than 10 Premium conversions in total since the charge. This is permitted under Article 16(a) of the Directive, which provides that the withdrawal right is lost once a digital service has been substantially performed.
Duplicate charges, post-cancellation charges, and broken-service refunds are always issued in full, regardless of usage.
Cancelling Future Charges
A refund is separate from cancellation. To stop future charges, cancel your subscription from your account billing page or directly via the Stripe customer portal.
Cancelling stops future renewals but does not automatically refund your most recent charge. If you also want a refund for the current cycle, send us a refund request as described above.
Contact Us
Questions about a charge, a refund, or this policy? We read and respond to every email personally.