Refunds

If the file you paid for is not what you needed, email hello@onetimetool.com within 7 days and we will refund you. There is no form and we will not ask you to justify it.

Why the free preview comes first

Every tool shows you the real parsed result of your own file before you pay anything. That is deliberate: it means you should almost never need this page. If the preview looked right and the final file did not, that is a bug on our side and we want to know about it.

What we will do

• Refund you, if you just want your money back.
• Or fix it, if the output was close but wrong. Often faster and you still get the file. Your choice, not ours.

How long it takes

We start the refund as soon as we read the email. Payments go through Dodo Payments, the merchant of record, so the refund goes back through them to the card or account you paid with, in the currency you paid in, including any tax that was charged. After that it takes as long as your bank takes, usually a few working days.

The honest limits

Refunds are for the file not being right. A few situations we cannot refund:

• A third party rejected your document. If a court, an insurer or an embassy did not accept something, that is about their rules, not about whether the file was made correctly. We will still fix formatting problems, but we cannot refund on the basis of someone else's decision.
• The source file did not contain what you hoped. If your export was made without media, the photos were never in it. The preview shows you this before you pay.

If you think we have got any of this wrong in your case, email us and say so. We would rather refund someone we did not strictly have to than argue over a few dollars.