Account and billing
Refunds, failed conversions and misread statements
The 14-day refund rule and how the amount is worked out, why failed conversions never cost pages, and what to do when a statement was read wrongly.
Last reviewed
Refunds
Within 14 days of any payment, the pages from it that you have not used are refunded at the price you paid for them. Email support@stmtai.com from the address on your account and say which payment you mean. The money goes back to the card you paid with.
The amount is the unused share of the payment: price paid × pages left ÷ pages bought.
- A Pages Pack is $19 for 100 pages. Untouched, it is refunded in full. With 60 pages left it is refunded $11.40; with 20 left, $3.80.
- Pro is $29 a month for 300 pages. Ask in the first 14 days with 250 pages left and $24.17 comes back. The plan ends when the refund is made.
- Pack pages are used only after your monthly pages run out, so a pack bought alongside a plan is usually still whole.
- Pages left means the numbers on your account page; that is what we work from.
Used pages are not refunded whatever the balance check said: a converted statement is charged even when the check is red, because the check is there so you can fix the row on the spot. A plainly misread statement, or anything we failed to deliver, is different: refunded without conditions, whenever it happened.
After 14 days a payment is not refundable. Pack pages never expire, so nothing is lost; a subscription can be cancelled at any time and runs to the end of the month already paid for.
Deleting your account does not refund anything on its own. Email first, then delete.
Failed conversions are not charged
Pages are reserved when a file is inspected and given back if the reading fails. You will see one of these messages, and none of them costs pages:
- The file is larger than 20 MB, or has more than 60 pages. On the website a PDF is split into parts on your device before this can happen, so you see it only for files sent through the API or for images and text files over 20 MB.
- This file type is not supported. Only PDF, PNG, JPG, CSV, QIF, OFX, QFX and TXT are read.
- The PDF is password protected or restricted. This only appears if the browser step did not run, for example on a file sent through the API; the app normally unlocks these on your device first. See Password-protected PDFs.
- No transactions were found. The file is probably a summary page without a transaction list.
- We could not read this statement. Try again, or email the file to support.
If a file needs more pages than you have, the conversion stops before reading, nothing is charged, and the page shows the count you need.
When a conversion succeeds but is wrong
A conversion that finishes is charged, even if the balance check is red. That is deliberate: the check exists so you can see and fix the problem on the spot rather than pay again. Click the flagged row, correct it, and the check updates as you type. See Fix a flagged row.
If the reader plainly misread a layout, use the Email us the file link at the bottom of the results page. It opens an email to support with the conversion ID in the subject. Attach the statement if you are comfortable doing so. We use it to fix the reader, then delete it.
Who to contact
support@stmtai.com handles refunds, billing questions and misreads. Pro and Business plans include email support, and Business is answered first.