Refund policy
You can cancel Unlimited at any time. A payment for Unlimited or Single file is refunded when you ask within 14 days and the service it paid for was not used.
Cancelling
You cancel in one click in your account, at any time. Cancelling takes effect at the end of the period you paid for. Until then your plan keeps working, and no further payment is taken.
When a payment is refunded
A payment for Unlimited is refunded when both of these apply:
- you ask within 14 days of the payment
- in the period that payment covers, you have not transcribed, translated or exported a file, or downloaded subtitles
Everything else
Once you have transcribed, translated or exported a file, or downloaded subtitles in a paid period, or 14 days have passed since the payment, that payment stays final. This includes the time left in a monthly or yearly period. You can still cancel, so the next payment is never taken.
Renewals
You can see your renewal date in your account at any time, so you can cancel before it. A renewal payment follows the same rule as the first one: 14 days, and nothing used in the new period.
Single file
A Single file purchase unlocks one file once. Its payment is refunded when both of these apply:
- you ask within 14 days of the payment
- after the purchase, that file was not transcribed in full, translated or exported, and no subtitles were downloaded for it
When a Single file payment stays final
Once the file was transcribed in full, translated or exported, or subtitles were downloaded for it, or 14 days have passed since the payment, the Single file payment stays final. A Single file purchase never renews, so there is nothing to cancel.
How to ask
Write to us through the contact form and enter the email address of your account. Tell us the date of the payment, and for Single file the name of the file. We answer within 24 hours.
An approved refund goes back to the card you paid with. How quickly it shows on your statement depends on your bank.