At Docx2LaTeX, we are dedicated to providing high-quality document conversion services, including automated DOCX to LaTeX conversions, custom formatting for academic and professional documents, and a Google Docs Add-on for scientific writing. Our goal is to ensure customer satisfaction, and this refund policy outlines the conditions under which refunds may be requested, ensuring transparency and fairness for both customers and our business.
Our refund policy varies depending on the type of service purchased. Below, we detail the refund conditions for each service category.
Automated Document Conversion Services
Free Preview: We provide a free preview of 150 lines of LaTeX code of the converted document, allowing you to assess the quality of our automated DOCX to LaTeX conversion before making a purchase. This preview ensures you can make an informed decision about the service’s suitability for your needs.
Refund Condition: Refunds for Automated Document Conversion Services are only available if our services are unavailable for a significant amount of time, preventing you from accessing or using the service you have purchased. A “significant amount of time” is determined at our discretion but generally refers to extended periods of downtime that materially impact your ability to use the service.
Exclusions: Refunds are not available for issues related to the quality of the conversion output, as the free preview allows you to evaluate the service beforehand. Additionally, refunds are not provided for issues caused by incorrect file uploads (e.g., non-DOCX files) or failure to follow our guidelines.
Custom/Manual Conversion Services
Scope: Custom services include journal paper formatting, thesis/report formatting, book formatting, and other tailored document preparation services.
Refund Evaluation: Refunds for custom services are evaluated on a case-by-case basis. The eligibility for a refund depends on the progress of the project:
Pre-Work or Early Stages: If the service has not yet started or is in the initial stages (e.g., document review), a full or partial refund may be issued at our discretion.
Significant Work Completed: Once substantial work has been completed, refunds are generally not available unless the delivered service completely fails to meet the agreed-upon specifications outlined in the project agreement.
Partial Refunds: In cases where only a portion of the service is unsatisfactory, we may offer a partial refund proportional to the issue’s severity, determined at our discretion.
Google Docs Add-on
Free/Freemium Feature: The Google Docs Add-on is offered as a free or freemium feature, enabling users to insert equations and symbols for scientific writing.
Refund Policy: No refunds are available for free trials or freemium features. Refunds for automated conversion from Google Docs Add-on will be handled in same way as mentioned in "Automated Document Conversion Services" section above.
To be eligible for a refund, you must submit your request within 30 days of the date of purchase or the completion of the service, whichever is later. This time frame provides ample opportunity to review the service output and identify any issues that may warrant a refund.
If approved, refunds will be processed to your original payment method within 14 business days. Note that some payment providers may take additional time to reflect the refund in your account.
Fully Delivered and Accepted Custom Services: If a custom service has been fully completed and you have accepted the final output, no refund will be issued.
Change of Mind: Refunds are not provided for cases where you change your mind after receiving a service that meets our quality standards or agreed specifications.
Why We Offer a Free Preview
For Automated Document Conversion Services, our free 150-line LaTeX code preview allows you to evaluate the quality of the LaTeX output before committing to a purchase. This feature minimizes the risk of dissatisfaction and ensures you can confirm the service meets your needs. We encourage all customers to use the preview to make an informed decision, as it eliminates the need for quality-related refunds.
Commitment to Service Availability
We strive to maintain high availability for our services. In the rare event of significant downtime affecting Automated Document Conversion Services, our support team will assess refund requests promptly to ensure fairness. For custom services, we work closely with customers to meet project specifications and address any concerns before final delivery.
Policy Updates
We reserve the right to modify this refund policy at any time to reflect changes in our services or legal requirements. The most current version of the policy will always be available on our website at Docx2LaTeX. We encourage you to review this page periodically to stay informed.
Tips for a Smooth Experience
Use the Free Preview: For Automated Document Conversion Services, always review the 150-line preview of LaTeX code to confirm the output meets your expectations before purchasing.
Submit Correct Files: Ensure you upload DOCX files for automated conversions, as other formats (e.g., ODT) may not convert correctly.
Review Outputs Promptly: Check the LaTeX code, PDF output, or custom service deliverables as soon as possible to identify any issues within the 30-day refund window.
If you have any questions about this refund policy or need assistance with a refund request, please don’t hesitate to reach out to our support team at support@docx2latex.com. We are committed to addressing your concerns promptly and ensuring a positive experience with Docx2LaTeX.
