Refund Policy - Money-Back Guarantee

At ExtractBill, operated by monivio s.r.o., we are committed to providing high-quality document parsing services. This Refund Policy explains when and how refunds are issued, and what steps you can take if you're not satisfied with our Service.

1. General Policy

Tokens purchased on ExtractBill are generally non-refundable once used for document parsing. However, we understand that issues may arise, and we offer token refunds in specific circumstances described below.

Token refunds restore credits to your account balance, allowing you to re-process documents. Monetary refunds (returning money to your payment method) are handled on a case-by-case basis. See Section 7 for details.

2. Token Refunds (Dispute-Based)

If you're dissatisfied with parsing results, you may submit a dispute via your Dashboard within 30 days of document processing.

✓ Token refunds are available for:

• Incorrect parsing results – Extracted data does not match the document content.
• Missing critical data – Important fields were not extracted (e.g., invoice number, total amount).
• System errors – Parsing failed due to a technical issue on our end.
• Extended service downtime – Service unavailable for more than 24 hours.

How to submit a dispute:

Go to Dashboard → Documents.
Find the document with incorrect results.
Click "Submit Dispute".
Provide a brief explanation of the issue.
Our team will review your dispute within 24 hours.

If your dispute is approved, 1 token will be refunded to your account balance. You can use it to re-process the document or parse a different one.

Note: You can submit a maximum of 1 dispute per document.

3. Automatic Token Refunds

Tokens are automatically refunded (not deducted) if:

Parsing fails due to a system error before processing begins.
Invalid file format is detected (rejected before parsing).
Processing timeout occurs due to server issues.

In these cases, no token is deducted, so there's nothing to refund—your balance remains unchanged.

4. Non-Refundable Situations

Token refunds are not available in the following cases:

✗ No refunds for:

• User error – Wrong document uploaded (e.g., uploaded a contract instead of an invoice).
• Poor document quality – Document is illegible, blurry, or heavily corrupted.
• Changed mind – You no longer need the parsed data after processing.
• Successful parsing – Results are accurate, but you expected different output format.
• Expired dispute window – More than 30 days have passed since document processing.

Tip: Before uploading, ensure your document is clear, properly oriented, and contains the information you want to extract. See our Documentation for supported formats and best practices.

5. Refund Processing Time

5.1 Token Refunds

If your dispute is approved, the token is immediately credited back to your account balance (usually within minutes of approval).

5.2 Monetary Refunds (Cash Refunds)

If you request a monetary refund and it is approved, the refund will be processed to your original payment method:

Processing time: 5–10 business days.
Bank processing: May take an additional 3–5 business days depending on your card issuer.
Stripe processing fees: Non-refundable (typically ~2.9% + $0.30 per transaction).

You will receive an email confirmation once the refund is issued.

6. Billing Errors & Duplicate Charges

If you were charged incorrectly (e.g., duplicate charges, wrong amount), please contact us immediately at refunds@extractbill.com with:

Your account email address
Transaction ID or Stripe Invoice ID
Description of the billing error

We will investigate and issue a full refund within 3 business days if an error is confirmed.

7. Monetary Refunds (Cash Refunds for Unused Tokens)

We understand that circumstances change. If you have unused tokens in your account and would like a monetary refund (money returned to your payment method), please contact us at refunds@extractbill.com.

Important: Monetary refunds are handled on a case-by-case basis and are subject to approval at our discretion.

Eligibility criteria:

Tokens were purchased within the last 30 days.
Tokens are completely unused (no documents parsed with this purchase).
Account is in good standing (no violations of our Terms of Service).

To request a monetary refund:

Email refunds@extractbill.com with subject line: "Refund Request: [Your Account Email]"
Include:
- Your account email
- Transaction ID (found in Settings → Billing History)
- Reason for refund request
We will review your request and respond within 3 business days.

Note: Stripe processing fees (approx. 2.9% + $0.30) are non-refundable. Your refund amount may be reduced by these fees.

8. How to Request a Refund

Depending on the type of refund you need, follow these steps:

Token Refund (Dispute)

For incorrect parsing results

Go to Dashboard → Documents
Click "Submit Dispute" on the document
Wait for review (24 hours)
Token credited automatically if approved

Monetary Refund (Cash)

For unused tokens or billing errors

Email refunds@extractbill.com
Include transaction ID and reason
Wait for review (3 business days)
Refund processed if approved (5–10 days)

9. Fair Use Policy

We reserve the right to deny refund requests if:

The account has a history of excessive dispute submissions (abuse of refund system).
The dispute is clearly unjustified (e.g., claiming incorrect results when parsing was accurate).
The account is in violation of our Terms of Service.

We monitor refund patterns to ensure fairness for all users and to prevent abuse.

10. Contact Us

If you have any questions about this Refund Policy or need assistance with a refund request, please contact us:

Company: monivio s.r.o.
Address: Tomášikova 22, 080 01 Prešov, Slovakia
Company ID: 57146110
Refunds Email: refunds@extractbill.com
Support: support@extractbill.com