Effective date: 2026-10-20
PDF Retag is a service of Internet Physics, Inc.
How our guarantees work
This page lists every guarantee PDF Retag offers, with its conditions, together with our refund and cancellation rules. A promise that is not on this page or in your order confirmation is not a guarantee we make. No guarantee pays you more money than you paid us: a guarantee is honoured as a refund of what you paid, as credit toward our work, or as more work.
Our guarantees
Pay only for files that pass your checker
What we promise: You pay only for files that pass your own checker. A page is billed only if its delivered file passes Adobe Acrobat Pro's Accessibility Full Check with no item marked "Failed", or PAC with no failed check. A file still failing after re-work is not billed.
Conditions: You select the files by marking the inventory spreadsheet and returning it with your order. You report a failing file by email, naming the file and attaching your checker's report, within 10 business days of its delivery. A file not reported within that window is billed.
What you get: The pages of a file that still fails are not invoiced, or are refunded if you have already paid for them.
Time limit: 10 business days from the email that delivers the file. A re-worked file counts as delivered again on the day we re-deliver it, so the 10 business days start again from then.
How to claim: Reply to the delivery email, or email hello@pdfretag.com, naming the file and attaching your checker's report.
Who decides: We decide from the record: your checker's report for the delivered file and the date of your email. We do not dispute a report that names the delivered file and shows a failed item.
Most you can receive: The price of the pages in your order, USD 1.80 a page; at most USD 3,600 for a first batch.
Re-work of reported files at no charge
What we promise: If you report a delivered file as failing your own checker, we re-work it and deliver it again at no charge, once or more within the window.
Conditions: You report the file by email, naming it and attaching your checker's report (Adobe Acrobat Pro's Accessibility Full Check or PAC), within 10 business days of its delivery.
What you get: A re-worked file, delivered again with a new check report. Re-work is never billed. If we cannot make the file pass, we return it with its reason and it is not billed.
Time limit: 10 business days from the email that delivers the file, starting again from each re-delivery.
How to claim: Reply to the delivery email, or email hello@pdfretag.com, naming the file and attaching your checker's report.
Who decides: We decide from the record: your checker's report for the delivered file and the date of your email.
Most you can receive: Re-work of every file in your order; this guarantee pays no money.
Refunds
If you ask for your money back, we first offer to credit what you paid toward a redo or another of our offers. If you still want a refund, we refund what you paid. We make that offer once and do not press it, and a refund is never more than you paid. Refunds go back by the method you paid with.
Cancellation
PDF Retag batch: you may cancel a batch by email at any time before we deliver it, and nothing is owed. Once a batch is delivered, its pages are billed only under the rule in our terms of service; files we have not yet delivered when you cancel are not delivered or billed.
PDF Retag monthly service: you can cancel at any time by replying CANCEL to any email from us. The cancellation takes effect at the end of the current month of the service: that month's invoice is the last, with no further invoice after it. You can also pause the service by replying PAUSE and restart it by replying RESUME, as our terms of service describe.
Plans that renew automatically are cancelled by replying CANCEL to any email from us, or by emailing hello@pdfretag.com with the word CANCEL; no call, form or reason is needed. The full renewal and cancellation terms are in our terms of service at https://pdfretag.com/terms.
Claims and requests
To claim a guarantee, ask for a refund, or cancel, email hello@pdfretag.com or reply to any email from us. We reply by email within 2 business days, and we tell you in writing what we decided and why, naming any condition that was not met.
Contact
PDF Retag, a service of Internet Physics, Inc.
Email: hello@pdfretag.com