Failed EPUBTurn conversions: credits and refunds explained
A returned page credit is not a cash refund. Check the conversion status and account balance, then follow the current policy for a payment or material-quality concern.
On this page
Separate failed conversion from completed output
- Check whether the conversion actually failed or completed.
- Review the account credit balance.
- Read the refund policy before requesting payment review.
- Contact support with account and payment details but no PDF attachment.
Prepare a useful support request
Include the account email, payment date and PDF title, plus a clear description of the problem and when it occurred. Do not attach the PDF to the first email. A returned credit and a payment refund are different remedies, so state whether delivery failed, credits returned or a delivered book was materially unusable. The policy does not make ordinary formatting differences an automatic refund. Approved refunds go through Stripe to the original payment method, and Stripe and the bank control when the refund appears.
Returned page credit differs from a cash refund
If the service fails before an eligible page is delivered, the current policy says unused page credit is returned to the account. That credit can be used again; it is not a cash refund. If a paid conversion cannot be delivered and returned credits do not provide a reasonable remedy, contact support within 14 days of payment with the account email, payment date and PDF title. The service reviews the records rather than guaranteeing automatic payment reversal for every problem.
Formatting differences need policy review
Formatting differences do not automatically qualify for refunds. The policy considers material usability failures, and rights required by law remain intact. Approved refunds return through Stripe to the original payment method.
Distinguish a quality concern from non-delivery
A completed book with a formatting difference is not the same as a system failure preventing delivery. Describe the actual problem and whether the sample showed it. The policy considers material failures where the delivered EPUB is not reasonably usable and the free sample did not reveal the same issue, rather than guaranteeing refunds for every difference.
If unused credits were purchased by mistake, contact support promptly, but a change of mind does not automatically create a refund except where law requires it. Keep records of the payment and the account balance. Consumer rights remain subject to applicable law; the guide summarises the service policy without replacing its current terms or the support review.
Use a real sample before committing credits
Open the actual NASA sample and judge its retained hardware labels, numbered functions and generic chapter heading before paying to convert another document. A download can be useful while still having a formatting limitation; that difference is not automatically a cash-refund entitlement. EPUBTurn shows the page-credit decision before full conversion. Compare the material usability problem with the current refund policy and keep returned page credits distinct from a reviewed payment refund.
Open the actual source PDF · Download the saved EPUBTurn sample.
For your own document, create an EPUBTurn sample from your PDF, then use the reading checks described here.