Please, review the refund terms, and thoroughly evaluate the free version of our service before considering a subscription purchase. We urge you to test the free version of our web service before ordering any premium package. If you experience conversion errors while on a free account, switching to a paid account does not fix the situation.
If after successful tests you exceed any of the free tier limitations you will see an explicit offer to purchase one of our premium plans for file conversions and in this case, you should give it a try.
The free version allows you to assess the functionality of our service and make an informed decision regarding its adherence to advertised features and its compatibility with your requirements, including functionality, format compatibility, speed, and quality. Please ensure thorough testing of the service before making a subscription purchase, because we DO NOT ISSUE REFUNDS once a subscription has been acquired.
Before submitting a request, please, get familiar with some common issues and solutions in the following categories of our Knowledge Base:
- How to cancel an active subscription?
- File uploading troubleshooting
- File conversion troubleshooting
- Peculiarities of converting certain file types
We regret to inform you that we DO NOT ISSUE REFUNDS once a subscription has been purchased, including in the following cases:
You encountered an error while attempting to convert DRM-protected media (audio, video, eBooks) — including those, directly acquired from sources such as iTunes or Amazon, which frequently employ DRM protection for their files.
You encountered an error while attempting to convert password-protected Documents or Archives.
You are attempting to convert a large file, typically, a video, and are dissatisfied with the upload speed while uploading it from your local device. Please be aware that upload speed is beyond our control and depends solely on your internet connection's upload bandwidth or your internet service provider's (ISP) upload capabilities. Our servers are located in Germany, and you can use https://speedtest.net/ to assess your upload bandwidth to a German host. Kindly, reach out to your ISP for further assistance.
You are dissatisfied with the speed of video conversion. It is essential to note that the time required to convert a Full HD video from one video format to another may be as long as half the actual video duration. Also, lower resolutions generally yield faster conversions. This is because we not just simply change the video container but perform a full re-encoding of both video and audio streams.
You are attempting to convert corrupted files that cannot be opened even by their native applications. We endeavor to make the conversions even in the most hopeless or challenging cases, but if a file is not readable at all, such as when it lacks headers or a moov atom in the case of video files, regrettably, there is nothing we can do.
You just don’t like the service or no longer need it.
You have already converted a file that exceeds the free tier's limitations and have downloaded the result — it implies that you have already utilized the service you paid for.
You’re dissatisfied with the features offered by our service or you haven’t found some particular features.
You have experienced temporary technical issues while using our service. We make every effort to promptly resolve any service-related issues or bugs as soon as they are reported by users or service reliability engineers.
You’ve found another service that you like better or that better suits your needs.
You have missed your deadlines or suffered any other damages or losses that may arise from your use of our service or its unavailability. Please be aware that you utilize the service at your discretion and risk, and it does not come with any warranty.
You inadvertently forget to cancel your subscription or request assistance from our support team to unsubscribe before the subscription renewal date.