Refund Policy

This policy applies to credit packs purchased on Transcapt. It does not apply to the free YouTube caption tool or to the 15 free minutes granted on signup, which have no monetary value. Refunds are processed to the original payment method.

If you are a consumer resident in the European Union, you normally have 14 days to withdraw from a distance contract under the EU Consumer Rights Directive (2011/83/EU). However, Article 16(m) of that directive allows the withdrawal right to be waived for the supply of digital content that is not delivered on a tangible medium once performance has begun with your prior express consent.

When you use any part of a newly purchased credit pack, you expressly request immediate performance and acknowledge that you lose the 14-day withdrawal right with respect to the credits consumed. Any unused credits remain refundable under Section 3.

If you have not used any credits from a pack, you may request a full refund within 14 days of purchase. If you have used part of the pack, we refund the pro-rata value of unused credits within that same 14-day window. After 14 days, credits are non-refundable but remain available in your account as long as the account is open.

If a transcription job fails due to a technical problem on our side (for example, an unrecoverable error from our speech-to-text provider) and we cannot successfully retry it, the corresponding credits are automatically restored to your account. No action is required on your part. If restoration does not occur within 24 hours, contact [email protected].

Email [email protected] from the email address on your account with:

• The order ID or invoice number.
• The date of purchase.
• A short reason for the request.

We aim to acknowledge requests within 2 business days.

Approved refunds are issued to the original payment method within 5 to 10 business days. The time it takes to appear on your statement depends on your bank or payment provider.

Before initiating a chargeback with your bank or card issuer, please contact [email protected]. Most disputes are resolved faster directly with us. Abusive or fraudulent chargebacks may result in account suspension and may be referred to our payment providers.