The short version
- Premium is £9.99 a year. Ask within 14 days of paying and you get all of it back, for any reason or none.
- After 14 days we do not refund the remainder of a year, but you keep Premium until the term ends.
- Cancelling stops the next renewal. It never cuts you off early.
- Refunds go back to the card or PayPal account you paid with, by the same route.
Try it before you pay
Every conversion HexaConverter performs is available without paying and without an account. A free member account raises the limits further — 10 conversions a day at up to 500 MB — and costs nothing. Premium raises them again; it does not unlock quality, remove a watermark or lift a restriction on what the encoders will do.
We would rather you established that the service handles your files properly before spending anything, which is why the refund window exists at all.
The 14-day guarantee
Ask within 14 days of the payment and we refund it in full. You do not have to explain why, and we will not try to talk you out of it. This applies to a first purchase and to each annual renewal.
We may decline where an account is closed for breaching the terms of service, or where the same person has repeatedly bought and refunded.
After 14 days
We do not refund the unused part of an annual term. Premium stays active until the date it was paid up to, so nothing is taken away — and cancelling any time before that date stops the renewal.
Cancelling
Cancel from your account page at any time. Premium continues until the end of the term you have already paid for, then the account returns to the free plan. Nothing is deleted when that happens; the free limits simply apply again.
Who processes the payment
Our order process is conducted by our online reseller Paddle.com. Paddle is the Merchant of Record for all our orders and handles all customer-service enquiries relating to payments, invoices, taxes and refunds.
In practice this means a refund is issued by Paddle and reaches you the way you paid. Card refunds usually appear within 5–10 business days, depending on your bank; PayPal is normally faster. The timing is the payment provider’s, not ours.
How to ask
Email info@hexaconverter.com or use the contact form from the address you bought with, and say you would like a refund. You can also contact Paddle directly at paddle.net, which is their buyer support portal. We aim to answer within two business days.
Your legal rights
Nothing in this policy affects the rights you have under consumer law. If you are in the UK or the EU you normally have a statutory 14-day right to cancel a distance contract, which this policy matches deliberately rather than trying to narrow. Where a service is supplied immediately at your request, that statutory right can be reduced — our 14 days apply regardless.
If something we sold you does not work as described, you are entitled to a remedy whatever this page says.
Failed payments
If an annual renewal fails, Premium lapses and the account returns to the free plan. Nothing is charged, nothing is deleted, and you can buy again whenever you like.