Draft launch policy. Live purchases are not open. Selected previews support Stripe sandbox purchases with no real charges. The operator, support contact and applicable legal rules must be confirmed before this becomes an active sales policy.
Before you pay
Checkout should show the conversion or pack, total price, file limits, supply timing and cancellation information. You should be able to correct your selection and save the terms. No charges are taken in the current preview.
Changing your mind
Consumer purchases made online can carry cancellation rights. The exact treatment depends on whether the purchase is a service, digital content or a combination, and whether supply has started. A qualified reviewer must settle the correct wording for FileNeat’s actual contract before launch.
Any request for immediate processing must be a separate, unticked choice. Where the law requires acknowledgement about losing cancellation rights after supply begins or completes, this must be clearly explained and recorded. Acceptance of general terms alone is not enough.
Failed or rejected jobs
The proposed policy is that unsupported files, pre-processing rejections and processing failures do not use a conversion. Any reserved balance should be restored. A repeated payment notification must never duplicate a purchase or a credit.
Problems with a completed output
Contact support at support@fileneat.com with your order reference and a description of the issue. Proposed remedy, subject to legal review: within 14 days, we will return the credit or run the conversion again. Your other legal rights still apply. Do not send sensitive source files by email unless a suitable method has been agreed.
Review requirements and warnings about OCR or layout limitations do not override statutory rights.
Unused packs and refunds
Proposed rules, subject to legal review: pack credits last 12 months from purchase. If you have not used any credits from a pack, you can ask for a full refund within 14 days of purchase. After that, unused credits stay available until they expire. If FileNeat closes, unused credits will be refunded in proportion to the price paid. Refunds, when due, should go back through the original payment method. Any deduction must be lawful and explained.
Cancellation request template
Once the business contact has been published, customers can use this wording:
To: [operator name], support@fileneat.com
I give notice that I wish to cancel my order for [service or pack].
Order reference and date: [details]
Customer name and contact details: [details]
Date: [date]
The final policy must explain how to submit a cancellation and when to expect a response.