1. Overview

  • This Refund Policy explains how Macix manages refund requests for token purchases used to access PDF tools and processing features.
  • We follow fair consumer standards and aim to resolve all cases transparently.
  • Refunds can only be issued to the original payment method.
  • Tokens already consumed for PDF operations (merge, split, compress, convert, extract, rotate, etc.) are non-refundable.
  • Tokens are digital credits and cannot be exchanged for currency.
  • Bonus or promotional tokens hold no monetary value and are not refundable.
  • To request a refund, contact us at support@macix.co.uk.

2. Applicability

This policy applies to all users purchasing tokens or premium PDF features on Macix. It does not affect your statutory rights under applicable consumer protection laws.

3. Token Types

  • **Tokens** — internal credits used to perform PDF operations (e.g., merge, compress, OCR, convert).
  • **Unused Tokens** — credits purchased but not yet spent.
  • **Used Tokens** — credits already consumed for a successful PDF action.
  • **Bonus Tokens** — complimentary credits granted during promotions or loyalty rewards.

4. Refund Rules

  • Refunds cannot exceed the original transaction amount.
  • Tokens that were used for successful PDF processing are non-refundable.
  • Unused tokens may be refunded at their full purchase value after review.
  • Tokens cannot be transferred between accounts.
  • No refunds apply to promotional, bonus, or gifted tokens.
  • Since digital services are delivered instantly, you may waive certain withdrawal rights once a PDF task has begun.

5. Submitting a Refund Request

To submit your request, email support@macix.co.uk with the following:

  • Order or transaction ID.
  • Email linked to your account.
  • Whether the request concerns unused tokens or a failed PDF operation.
  • Description of the issue or error encountered.
  • Screenshots or logs, if possible.
  • Preferred refund method (same as original payment only).

6. Review & Decision

  • We will review your account, token usage, and technical logs (if available).
  • Refunds are issued to the original payment method only.
  • If a refund is declined, we will explain the reason clearly and transparently.
  • Investigation time varies between 3–10 business days.

7. Faulty or Failed PDF Operations

  • If a PDF operation (merge, compress, convert, extract, etc.) fails due to a platform issue, we will refund the used tokens or re-credit them.
  • Refunds may apply if the output file is corrupted, fails to download, or could not be generated due to our technical fault.
  • Issues caused by unsupported file formats, extremely damaged PDFs, or user-side device/browser limitations are not refundable.
  • We may request the problematic file or screenshots to verify the issue.

8. Fraud & Abuse Prevention

Refunds will be denied and accounts may be suspended if abuse is detected, including excessive refund requests, chargebacks, misuse of PDF tools, or attempts to obtain free tokens. Active chargebacks will freeze the account until resolved.

9. Policy Updates

This policy may be updated to reflect changes in token pricing, PDF tool structure, or legal requirements. Updates will be posted on this page and/or emailed to users.

10. Record Retention

We store refund and transaction records for a minimum of 2 years to ensure compliance with legal, auditing, and fraud-prevention obligations.

11. Contact Information

  • Support: support@macix.co.uk
  • Company: DRAYBOND LIMITED
  • Address: Academy House, 11 Dunraven Place, Bridgend, Mid Glamorgan, United Kingdom, CF31 1JF
  • Company No.: 16021806

Effective Date

This Refund Policy is effective from 12 November 2025.