This Refund Policy applies to all services provided by Digital24 (“Company”, “we”, “us”, “our”) through https://convert24.co (the “Service”).
By purchasing a trial or subscription, you agree to this Refund Policy in addition to our Terms of Service and Subscription Terms.
1. Digital Services and EU Right of Withdrawal
Our services are digital services delivered immediately upon purchase.
Please note that, to the extent permitted by applicable law, all purchases made through our website are non-refundable and non-exchangeable, except as expressly stated in this Policy or as required by applicable law.
Note for EU residents:
In accordance with EU Directive 2011/83/EU, if you are an EU consumer, you have the right to withdraw from this contract within 14 days of purchase, without giving any reason and without incurring any costs. To exercise this right, you must inform us by email at info@convert24.co, including the email address associated with your account. To meet the withdrawal deadline, it is sufficient for you to send your communication before the 14-day period has expired. If you withdraw, we shall reimburse all payments received from you without undue delay and no later than 14 days from the day we are informed, using the same means of payment as the original transaction.
If you have been presented with, and you have provided your prior express consent to begin the performance during the right of withdrawal period and acknowledgement that you will lose your right of withdrawal, then — unless the Service is defective — you will not be eligible for a refund in relation to digital content and will only be eligible to a proportional refund in relation to digital services already performed. If this provision applies, we will provide you with a copy of the confirmation of your prior express consent and acknowledgement on a durable medium.
By starting to use the Service, you expressly consent to the immediate performance of the digital service and acknowledge that you thereby lose your statutory right of withdrawal once the Service has been accessed or used, in accordance with Article 16(m) of Directive 2011/83/EU.
Therefore, once the Service has started, no refunds are legally required.
2. Paid Trial
The 7-day trial is a paid trial.
By starting the trial, you agree to be charged the trial fee displayed on the checkout page immediately.
The trial fee is non-refundable once the trial has started.
3. Non-Refundable Cases
Without prejudice to the statutory right of withdrawal where applicable, refunds will not be granted in the following cases:
- You forgot to cancel before the renewal date
- You did not expect to be charged or did not realise the trial would convert into a subscription
- You did not realise the subscription would automatically renew
- You did not use the Service during the billing period
- You changed your mind about the subscription
- The Service does not meet your personal expectations
- Insufficient funds, accidental purchase, or other financial reasons
- Trial fees once the trial has started
- Subscription renewals
- Partial subscription periods or unused time
- Accounts suspended or terminated for abuse, fraud, or violation of our Terms
- Excessive or professional use
- Purchases made with promotional discounts
- Custom or manual services
- Requests submitted after the applicable refund period has expired
4. Refunds for Technical Issues
If you experienced a verified technical defect that prevented you from using the Service, you may submit a refund request within 30 days of the relevant charge by contacting us at info@convert24.co.
Your request must include:
- The email address associated with your account
- A clear description of the technical issue
- Supporting evidence such as screenshots, screen recordings, or error messages
All requests are reviewed manually. Refunds are granted at our sole discretion based on the evidence provided. Service interruptions caused by third-party providers (including conversion APIs, hosting providers, or payment processors) do not automatically qualify as defects.
5. How to Request a Refund
All refund requests must be submitted in writing by email to info@convert24.co and must include:
- Full name as it appears on the payment method
- Email address associated with your Convert24 account
- Date and amount of the charge being disputed
- Type of subscription (trial, monthly)
- Specific reason for the request
- Any supporting evidence required under Section 1 (withdrawal) or Section 4 (technical issues)
We may request additional information to verify your identity, the legitimacy of the request, and to detect fraud or policy abuse. Incomplete requests may be delayed or declined. We aim to respond to all complete refund requests within 10 business days.
6. Processing of Refunds
If approved, refunds will be processed within 5–10 business days to the original payment method.
Payment processor fees, transaction fees, and currency exchange costs are non-refundable.
7. Chargebacks
Initiating a chargeback or payment dispute without first contacting our support team constitutes a breach of this Refund Policy. If you have any concerns about a charge, please contact us first at info@convert24.co so we can attempt to resolve the matter directly. We reserve the right to suspend your account and recover associated administrative and chargeback fees in cases of unjustified disputes.
8. Policy Abuse and Fraud Prevention
We reserve the right to refuse any refund request, including statutory withdrawal requests where permitted by applicable law, if we detect:
- Repeated refund attempts across multiple accounts
- Multiple accounts created from the same payment method, IP address, or device
- Abnormal usage patterns inconsistent with personal use
- Bulk or commercial-volume conversions during a trial period
- Misrepresentation of identity, billing details, or transaction circumstances
- Bad-faith behaviour, including but not limited to fraudulent chargeback initiation
- Use of disposable email addresses, virtual cards, or anonymising services in conjunction with refund or chargeback claims
In such cases, we reserve the right to suspend or terminate the account, refuse current and future refund requests, recover associated administrative and chargeback fees, and report the activity to relevant payment networks and fraud-prevention services.