Refund Policy

Last updated: January 1, 2025

1. Refund Eligibility

Eligible Scenarios

You may be eligible for a refund in the following situations:

Service Failures:

• Complete processing failure due to technical issues on our end
• Significant service outage affecting your ability to use purchased credits
• Data loss or corruption during processing (not due to source file issues)

Quality Issues:

• Consistent transcription failures due to system errors (not audio quality)
• Translation service unavailability for extended periods
• Incorrect credit deductions due to billing system errors

Billing Errors:

• Duplicate charges or payment processing errors
• Credits charged without successful service delivery
• Unauthorized charges on your account

Non-Eligible Scenarios

Refunds are generally not available for:

Content-Related Issues:

• Poor source audio quality affecting transcription accuracy
• Unsupported languages or dialects
• Content that violates our acceptable use policy
• User error in file selection or upload

Technical Limitations:

• AI translation accuracy that meets industry standards
• Processing time variations during high-demand periods
• File format compatibility issues clearly documented in our guidelines
• Network connectivity issues on the user's end

Policy Violations:

• Credits used for prohibited content or activities
• Attempts to manipulate or abuse the credit system
• Violations of our Terms of Service

2. Refund Types and Processing

Credit Refunds

Unused Credits:

• Full refund available within 30 days of purchase
• Applies to credits that haven't been used for processing
• Refunded to original payment method

Partial Usage:

• Pro-rated refunds for service failures during processing
• Credits returned to account balance for minor issues
• Cash refunds for significant service problems

Payment Refunds

Processing Timeline:

• Credit card refunds: 5-10 business days
• PayPal refunds: 3-5 business days
• Telegram Payments: 5-7 business days
• Bank transfers may take up to 14 business days

Refund Methods:

• Refunds issued to original payment method when possible
• Alternative arrangements for expired cards or closed accounts
• Account credit offered as immediate alternative to cash refunds

Enterprise and Bulk Credits

Special Considerations:

• Custom refund terms may apply to enterprise agreements
• Bulk credit packages subject to volume-specific policies
• Business accounts may have extended refund windows

3. Satisfaction Guarantee

14-Day Trial Period

For new customers:

• First-time users receive {{ FREE_MINUTES }} free minutes to test our service
• Additional satisfaction guarantee applies to first paid credit purchase
• Full refund available if not satisfied within 14 days of first use

Quality Standards

We guarantee:

• Service Availability: 99.5% uptime target
• Processing Time: 95% of jobs completed within advertised timeframes
• Data Security: Industry-standard protection of your content
• Fair Usage: Transparent credit deduction based on actual processing time

Resolution Process

If you experience issues:

1. Immediate Support: Contact us through Telegram bot or email
2. Technical Review: We'll investigate the issue within 24 hours
3. Resolution Options: Credit restoration, partial refund, or full refund
4. Follow-up: Ensure your satisfaction with the resolution

4. Requesting a Refund

How to Request

Preferred Method:

• Contact support @sublyadmin for fastest response
• Send message with: "Refund request" and describe the issue

Alternative Methods:

• Email: [email protected]
• Include your account details and reason for refund request

Required Information

Please provide:

• Account Information: Your Telegram username or user ID
• Transaction Details: Purchase date and amount
• Issue Description: Specific problem experienced
• Supporting Evidence: Screenshots, error messages, or file details if applicable

Response Timeline

• Initial Response: Within 24 hours
• Investigation: 2-3 business days for complex issues
• Resolution: Refund processed within 5 business days of approval
• Confirmation: Email notification when refund is complete

5. Dispute Resolution

Internal Review Process

1. First-Level Review: Customer service team evaluation
2. Technical Assessment: Engineering team analysis if needed
3. Management Review: For complex or high-value disputes
4. Final Decision: Communicated with detailed explanation

External Options

If internal resolution is unsatisfactory:

• Payment Processor Disputes: Contact your card company or PayPal
• Consumer Protection: File complaint with relevant consumer protection agency
• Legal Arbitration: As outlined in our Terms of Service

Good Faith Commitment

We commit to: - Fair and transparent evaluation of all refund requests - Quick resolution of legitimate issues - Learning from problems to improve our service - Maintaining positive customer relationships

6. Special Circumstances

Service Improvements

When we make significant service improvements, we may offer:

• Reprocessing Credits: Free reprocessing of unsatisfactory content
• Upgrade Credits: Additional credits to try improved features
• Service Extensions: Extended access for affected customers

System Maintenance

For planned maintenance affecting service:

• Advance Notice: Minimum 24-hour notification
• Service Credits: Compensation for extended outages
• Priority Processing: Expedited handling when service resumes

Force Majeure Events

During extraordinary circumstances beyond our control:

• Service Disruption: Natural disasters, cyber attacks, etc.
• Flexible Policies: Extended deadlines and special accommodations
• Communication: Regular updates on service restoration

7. Account Management

Credit Expiration

• Standard Policy: Credits don't expire under normal use
• Inactive Accounts: After 12 months of inactivity, we may require account confirmation
• Closure Notice: 30-day notice before any credit forfeiture

Account Deletion

If you delete your account:

• Unused Credits: Eligible for refund within 30 days
• Recent Purchases: Full refund consideration for purchases within 14 days
• Processing Required: Submit refund request before account deletion

8. Policy Updates and Changes

Notification Process

Changes to this refund policy will be communicated through:

• Email notification to active users
• In-app notification through our Telegram bot
• Website posting with prominent notice
• 30-day advance notice for material changes

Grandfathering

Existing customers may retain rights under previous policy versions for:

• Credits purchased before policy changes
• Active disputes at time of policy update
• Contractual commitments to enterprise customers

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9. Contact Information

Refund Requests

Support: @sublyadmin - For refund requests
Service Bot: @subly1bot - General service
Email: [email protected]
Response Time: Within 24 hours

Customer Support

General Issues: [email protected]
Technical Support: @sublyadmin
Business Accounts: [email protected]

Escalation

Management Review: [email protected]
Legal Inquiries: [email protected]

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We believe in earning your trust through excellent service, not restrictive policies. If you're not happy with your experience, we're committed to making it right.