1. At a glance

AVCREW Help provides online digital tools for everyday PDF, image, document and file conversion tasks. Customers purchase online access to a selected tool for the access period shown on the relevant product page.

2. When a refund may apply

We aim to deal with refund requests fairly and based on the circumstances of the order.

A refund may be considered where, for example:

• The purchased online tool cannot be accessed due to a technical issue on our side.
• Access provided after purchase does not correspond with the online tool purchased.
• A confirmed technical problem prevents the purchased service from functioning and we are unable to resolve the issue within a reasonable period.
• An order has been duplicated due to a technical or checkout issue.

If you experience a problem with your purchase, please contact us first so that we can check the order and, where possible, help restore access.

3. Digital online access

The products sold through AVCREW Help are digital services. A purchase provides online access to the selected tool for the access period stated on the product page.

There is no physical item to be shipped or returned. Once access has been provided, the service may begin immediately after purchase.

Because the service is provided online, we may take into account whether the purchased tool has already been accessed or used when reviewing a refund request.

4. Access and technical problems

If you cannot access a purchased tool, please contact our support team with your order details and a short description of the problem.

We may first ask you to try a simple troubleshooting step, such as signing in again, refreshing the session or using a supported browser.

Where the issue is related to the service and cannot reasonably be resolved, we will review the available options, which may include restoring access or arranging a refund where appropriate.

5. How to request a refund

To request a refund, please contact AVCREW Help using the support details provided below.

Please include the order number and the email address used when placing the order. This helps us locate the correct purchase without unnecessary delay.

6. Refund processing

Once a refund has been approved, we will normally process it within a reasonable working period.

Refunds are generally sent back using the original payment method used for the purchase. We do not normally provide a different payment method for the refund.

The amount refunded will normally relate to the eligible amount of the relevant order. Where an order contains multiple items or access periods, the specific circumstances will be reviewed before the refund is processed.

7. When will the refund arrive?

The 3–7 working day period refers to the normal time for the refunded amount to reach the original payment method after processing. Some payment providers may take longer to display a completed refund.

If you have received confirmation that a refund has been processed but the amount has not appeared after 7 working days, please contact our support team so that we can check the refund status.

8. Refund exclusions

A refund may not normally be available where:

• The customer has purchased the wrong tool and the purchased service has already been used, unless another arrangement is appropriate.
• The request relates only to a preference change after the service has been used.
• The issue is caused by equipment, browser settings or an internet connection outside the service itself and the purchased tool remains available.
• The relevant access period has already ended, unless there is a separate reason requiring the order to be reviewed.

These points are intended as general guidance. Individual refund requests are reviewed according to the circumstances of the order and applicable consumer requirements.

9. Contact us

If you have a question about a refund, online access or an order, please contact AVCREW Help and include your order number where available.