When converting pdf to word, the converted word documents puts the text as images rather than text and therefore cannot be changed. How can I get my money back?

I am trying to convert a guitar chord sheet from .pdf format to .docx format. I purchased the annual plan to do this very thing so that I would have the ability to edit the text in the document as needed. When I run the conversion, the word document is created, but most of the text comes over as object or image formats which does not let me edit it.  Is there anyway to get it to send convert the whole document to text rather than just the heading? If not, then this program does not do what I need it to do and I need a refund. I've gone online to try to find out how to cancel the plan and can find nothing. Need a solution please.