Refund Policy

1.1 When a run does not produce a transcript, the credit held for it is returned to your balance without you doing anything. This applies equally to our failures — a rejected pre-check, an abandoned job, a transport fault — and to the provider's, such as an error response or a timeout.

1.2 You are charged on completion at the measured cost of the work, not at the amount reserved when the job started. Where the reservation exceeded the actual cost, the difference returns to your balance.

1.3 These refunds are credits, not money. They restore your balance so you can run the work again. Clause 2 covers money.

1.4 If a run failed and your balance did not recover, tell us. That is a fault and we will fix it.

2.1 You may ask for a refund of credit you have bought and not yet spent, to the payment method you bought it with, within 14 days of that purchase.

2.2 The refund covers the unused balance attributable to that purchase. Where you have spent part of a pack, the spent part is not refundable and the remainder is.

2.3 The amount returned is the amount actually charged to you for that purchase, including any tax collected, in the currency you were charged in. Currency movement between purchase and refund is not something we can adjust for.

2.4 Refunded credit is removed from your balance when the refund is issued.

2.5 The 14-day limit does not apply where you are asking under clause 13.4 of the Terms — that is, where we have withdrawn the Service, terminated your account without cause, or you are closing your account because you do not accept a change to the Terms. In those cases unused credit is refundable regardless of when you bought it.

3.1 Credit consumed by a transcription that completed is not refundable. The service was performed, the provider billed us for it, and the transcript is yours to keep.

3.2 We do not refund because you were dissatisfied with a transcript's accuracy. As clause 11 of the Terms says, transcription is machine-generated and accuracy varies with the audio and the provider. Every provider on the platform can be tried on a short file first, and we publish accuracy benchmarks precisely so that the choice can be made before the spend rather than after it.

3.3 This clause is about a completed run. It is not about a run that failed, which clause 1 refunds, nor about a fault in our billing, which clause 5 covers.

4.1 If you are a consumer in the European Union or the United Kingdom, you have a statutory right to withdraw from a purchase of digital content within 14 days. Clause 2 is set to that period deliberately and does not reduce it.

4.2 That right applies to credit you have not used. Where you have spent credit on transcription within the withdrawal period, you have asked for the service to be performed and received it, and the right of withdrawal does not extend to the part already performed.

4.3 Consumers elsewhere may have equivalent rights under local law. Nothing in this policy or in the Terms limits a statutory right you have, and where local law gives you more than this policy does, local law applies.

5.1 If you were charged twice for the same purchase, or charged and received no credit, that is a fault rather than a refund request. Tell us and we will correct it in full, without reference to the 14-day limit in clause 2.

5.2 Buying the same pack twice on purpose gives you two lots of credit and is not a duplicate charge. Our records distinguish the two.

6.1 Email [email protected] from the address on your account, and include the date of the purchase and the amount. Your receipt from Paddle carries a transaction reference — quoting it makes this quicker.

6.2 Every refund request is read and decided by a person. We are not able to process them automatically and we would rather say so than pretend otherwise.

6.3 We aim to respond within 5 business days. Where we agree to a refund, it is issued through Paddle, our payment processor, and typically reaches your payment method within a further 5 to 10 business days depending on your bank.

6.4 If we refuse a refund we will say why. If you disagree, reply and say so — a decision taken in five minutes by one person is worth revisiting.

7.1 Please ask us before raising a chargeback with your bank. Almost everything people raise chargebacks for here — a payment that did not become credit, a double charge — is something we will simply fix, faster than the chargeback process will.

7.2 We may suspend an account with an unresolved chargeback against it until the matter is settled.

8.1 Paddle acts as merchant of record for purchases on this site and is the seller of record for the transaction. It appears on your statement, it issues your receipt, and it is the party that executes any refund we agree to.

8.2 Paddle's own buyer terms apply to your purchase alongside this policy. Where Paddle is obliged to offer you something this policy does not, that obligation stands.