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Legal · Consumer Protection Act, 2019

Refund& cancellation policy

Failed conversions never charge credits. Successful conversions are non-refundable. Duplicate charges and verified TexportDocx-side bugs are always refunded, in full, to the original payment method.

Last updated: July 2026 · Contact: texportdocxca@hotmail.com

Eligible for refund

✓
  • Charged, but credits were not added to your account.
  • Duplicate charge for the same Razorpay order ID.
  • Credits spent on a verified, reproducible bug on our side.
  • Paid conversion produced a broken file our team can reproduce.
  • Payment succeeded during a verifiable service outage.

Not refundable

✕
  • Credits already spent on successful conversions.
  • Fidelity gaps on unsupported LaTeX classes (flagged in the report).
  • Change of mind after a successful top-up.
  • Missing fonts, images, or packages in the source ZIP.
  • Requests filed more than 14 days after the charge.
  • Free promotional or admin-granted credits.
  • Accounts suspended for violating Section 8 of the Terms.

Turnaround

From request to bank credit

  1. Step 01

    Acknowledgement

    ≤ 2 business days

  2. Step 02

    Investigation & decision

    ≤ 7 business days

  3. Step 03

    Refund initiated to source

    5 – 10 business days

  4. Step 04

    Bank / UPI credit

    Per Razorpay + your bank

Business days are Mon – Fri, excluding Indian public holidays.

How to request

Send one email

Within 14 days of the charge, write to texportdocxca@hotmail.com with subject Refund request.

  • · Razorpay payment ID (starts with pay_)
  • · Email you signed in with
  • · What went wrong (attach the source file if possible)

Cancellation

One-time purchases only

Credit top-ups are one-time transactions. Once Razorpay confirms the payment, credits are delivered — there is no separate "cancel" step. TexportDocx does not run recurring subscriptions today; if that changes, cancellation terms will be published before enrolment.

Chargebacks

Please contact us first

Most disputes are resolved faster by email than by a bank chargeback. Filing a chargeback without prior contact auto-suspends the account pending investigation. Unauthorised chargebacks on validly delivered credits may lead to a permanent ban under Section 9 of the Terms.

What counts as a bug

Reproducible on our side

A failure in our conversion engine, corrupted output caused by a defect on our side, or a credit meter that overcounts pages relative to the server-side page-count function. Unsupported LaTeX classes, missing fonts, and password-protected files are not engine bugs.

Statutory basis

Grounded in Indian law

Issued under the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020. Payments are processed by Razorpay Software Private Limited, an RBI-regulated Payment Aggregator; RBI's Master Direction on Payment Aggregators governs settlement and refund timelines on the gateway side. TexportDocx credits are service-usage tokens, not Prepaid Payment Instruments (PPIs), and are non-refundable once consumed.

Grievance escalation

If you're not satisfied

  1. 01 · Reply to our decision email, or write to the Grievance Officer at texportdocxca@hotmail.com (subject GRIEVANCE). Response within 15 days per IT Rules, 2021.
  2. 02 · Escalate to the National Consumer Helpline on 1915 or consumerhelpline.gov.in.
  3. 03 · File with the District / State Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019.