Refund Policy

This policy covers purchases of plans and credit packs on imagetolatex.com. It is part of our Terms of Service.

Who processes your payment

Payments are processed by Waffo.com Limited through its Waffo Pancake platform, our Merchant of Record, which runs checkout, charges your payment method, handles sales tax and VAT, and sends your receipt. Your bank statement may show "WAFFO" or "WAFFO PANCAKE". Approved refunds are returned by Waffo Pancake to the payment method you used and usually appear within 5–10 business days.

Our general rule

Plans and credit packs are digital products. Their credits are added to your account as soon as your payment is confirmed, so payments are generally non-refundable.

When we will refund

Email us and we will review your purchase if:

• you were charged more than once for the same purchase;
• you were charged for a renewal after your cancellation had already taken effect;
• your payment went through but the plan or credits never reached your account, and we cannot fix it; or
• a problem on our side stopped you from using what you paid for, and we cannot fix it.

Where the consumer law of the country you live in gives you a right to a refund, we honor that right.

Failed conversions are never charged

When you start a recognition or a document conversion, the credits are only reserved. If it fails, the reserved credits go back to your balance automatically. You do not need to ask for a refund.

Cancelling a subscription

You can cancel at any time from Settings → Billing. Cancelling stops the next renewal. Your plan and the credits for the current period stay available until the end of the period you already paid for. We do not refund the unused part of a period.

What happens after a refund

When a payment is refunded, the plan or credits it paid for end and the unused credits from that purchase are removed from your balance. The same applies if a payment is disputed with your bank or card issuer, so please contact us first; most problems are solved faster by email.

How to ask for a refund

Email support@imagetolatex.com from the email address on your account. Include your order number or receipt and tell us what went wrong. We will reply by email.