Refund Policy

When refunds apply

• a paid job failed because of a service error after credits were charged;
• a server-side payment was confirmed but the job was not queued because of a Formatello.com error;
• one order was charged twice;
• the service accepted a file as supported but could not perform the stated conversion because of a service-side technical issue.

Credits and money

When a job was paid with credits, Formatello.com returns credits to the balance automatically when the worker records a failed paid conversion.

When a money refund is needed, it is handled through the payment provider after checking the payment event, order and job status. Mandatory consumer rights remain unaffected by this policy.

When refunds may not apply

• the user uploaded a prohibited, third-party, malicious or clearly unsupported file;
• the result was generated successfully and available for download, but the user changed their mind;
• quality changed in an expected way for a lossy format or selected settings;
• the 7-day result availability window expired and the source file had already been deleted under the 24-hour retention policy.

How refunds are checked

The source of truth for payment is the server-side callback from the active payment provider: Robokassa for RUB or Lava.top for USD and EUR. Success and fail return pages help users return to the site, but do not confirm payment by themselves.

For disputed cases, Formatello.com checks the payment, job, event history, credit ledger and result availability.