Last updated: 11 August 2026 Version: 1.1
This policy is part of our Terms of Service and sits alongside your statutory rights. It does not replace them. Where this policy is more generous than the law, this policy applies; where the law is more generous, the law applies.
Purchases are sold by Yinchao Chen and card payments are processed by Stripe. Refunds are approved by us and returned through Stripe to the original payment method.
A failed export. If the Service does not produce a usable output file for a reason within our control, we restore the credit automatically. If you would rather have the money back, we refund it.
An unused purchase, within 14 days. If you have not consumed a single credit and have not exported anything under a pass, we refund in full — no reason needed.
A duplicate or accidental charge. Refunded in full.
A transcript that is materially unusable through our fault. For example, we returned an empty transcript for a video with clearly audible speech, or the timings are grossly wrong across the whole file. Tell us the project reference and we will refund the credits spent on it.
An active 7-day pass. If you have used a pass but wish to stop, we refund the unused portion pro-rata by whole days remaining, provided you contact us within the pass period.
Unused credits on account closure. If you close your account, we refund any credits you have not consumed, at the price you paid for them.
Credits already consumed on successful exports. The digital content was supplied and delivered. If you exported a file and downloaded it, that credit is used.
Dissatisfaction with automatic transcription accuracy. Speech recognition makes mistakes — with accents, crosstalk, noise, names, and jargon. That is why the editor exists and why you review the transcript before exporting. An imperfect first-pass transcript is the expected behaviour of the product, not a fault, and we describe this plainly in clause 1 of the Terms before you buy.
Aesthetic preference. If the caption style is not to your taste, change it and export again — but a completed export consumes a credit.
Codes and promotional credits. Credits granted by an invite or promotional code have no cash value and are not refundable.
Purchases outside the 14-day window with credits already consumed.
If you are a consumer in the EU or UK you normally have 14 days to withdraw from a distance contract for digital content.
At checkout we ask you to expressly request immediate supply and to acknowledge that you thereby lose that withdrawal right, as permitted by Article 16(m) of Directive 2011/83/EU. Because the pass activates immediately, checkout is not available if you decline. The notice is presented before payment, not hidden afterwards.
Losing the withdrawal right never removes your rights in respect of content that is faulty, not as described, or not of satisfactory quality.
Email [email protected] with:
You do not need to justify a request that falls under "without question" above.
We reply within 2 business days and, where a refund is approved, submit it through Stripe the same day. Your bank determines when the returned funds appear.
Tell us why, once, plainly — we would rather fix a genuine problem than win an argument over €5. If we still disagree, you may contact your card issuer or an approved consumer dispute resolution body in your own country.