Refund Policy

Last updated 25 October 2026 · CloWebs

We want refunds to be simple. This page explains when you can get one and how.

1. Unused packs and top-ups: 14 days

You can get a full refund for a pack or a top-up if you ask within 14 days of buying it and none of its credits have been used. Credits that were reserved for an import and then released (because the conversion failed or you stopped the import) count as unused.

When we refund a pack, its license key and remaining credits are cancelled. When we refund a top-up, its credits are removed from the license.

2. Used credits

Once a credit has been used, it can’t be refunded, and neither can the purchase it came from. A credit is used when the plugin downloads a converted page. The only exception is a conversion that failed on our side (see below).

3. Failed conversions are refunded automatically

If we can’t convert a page, its credit goes back to your balance automatically. You don’t need to ask. The import history in the plugin and in the dashboard shows the page as failed.

If a page converted and downloaded but the result was broken because of a fault on our side, or it couldn’t be saved on your site, open a support ticket with the import details. If the problem was on our side, we return the credit.

4. What we don’t refund

• Credits or licenses that have expired.
• The free page, which has no cash value.
• Credits used on pages that converted correctly but that you no longer want, or that you imported by mistake.
• Accounts closed because they broke our Terms.

5. How to ask for a refund

Open a support ticket in the billing category, or email [email protected] from the address on your account. Include the order number from Billing & invoices.

We refund to the original payment method through Stripe. Refunds usually appear within 5 to 10 working days, depending on your bank. We send you a confirmation when the refund is made.

6. Chargebacks

Please contact us before you dispute a payment with your bank. We can usually sort it out faster. While a dispute is open, we may pause the license it relates to.

7. Your legal rights

This policy doesn’t affect your statutory rights. If you are a consumer, the law gives you remedies if the service is faulty or not as described, such as a repair, a replacement or a price reduction. The cancellation right for digital content is explained in section 8 of our Terms.