Refund Policy

1. The short version

Transcription is delivered the moment a transcript completes, and delivered work is not refunded. A payment is refunded when we delivered nothing on it, or when a failure on our side could not be put right.

2. Nothing delivered

A payment is refunded in full when no transcript completed on it and you ask within 14 days of the charge. This covers:

• a subscription payment (first or renewal) during which no recording was transcribed on the workspace; and
• a one-time purchase (a single recording, or a block of minutes) that was not used.

The refund goes to the original payment method. Cancellation of the subscription is part of the refund; the workspace returns to the free plan.

3. Failures on our side

If a recording is not transcribed because of a fault in the Service (a stalled job, an outage, a wrong-language result you did not choose), tell us and we will first put it right: re-run the recording, or run it on a different engine. Where that is not possible, we refund the unused part of what you paid, calculated on the minutes affected. Which of the two applies is our decision, made in good faith.

4. What is not refunded

• Delivered transcription. Once a transcript has completed, the minutes it used are consumed and the payment covering them is not refunded, in whole or in part.
• Transcript quality. Transcripts, speaker labels and extracted entities are machine-generated and are not certified verbatim records (Terms, Section 2). Errors in a completed transcript are not a refund ground; they are a support matter, and Section 3 above applies where the cause is a fault in the Service.
• The remainder of a billing period. Cancelling a subscription stops the next charge and keeps the plan active until the period you paid for ends. The unused part of a period is not refunded.
• Overage and enterprise invoices. These are settled under the order or contract they belong to.

5. Consumers in the EU, EEA and UK

Paid plans are a digital service that begins immediately. At checkout you agree that the service starts at once and acknowledge that, once transcription has been delivered, the statutory 14-day right of withdrawal no longer applies to that payment. Where nothing has been delivered, Section 2 above gives you the same 14 days without conditions.

6. How to ask

Email [email protected] from the address on the account, with the workspace name. We answer within five business days and, when a refund is due, issue it the same day; it reaches your card within the time your bank takes, usually five to ten business days.

Please ask us before opening a dispute with your card issuer. A dispute freezes the amount for weeks on both sides and is settled on the same evidence, the delivery record of your workspace, that this policy is written on.

7. Changes

We may update this policy. The version in force at the time of a payment governs that payment. Material changes are announced on the changelog.