Refund policy

1. The subscription

The $10 monthly subscription may be cancelled at any time from your account. Access continues to the end of the period you have already paid for. We do not pro-rate a partial month.

2. Two purchases, not one

The subscription and cloud credit are separate things that you buy separately.

The subscription buys the application. It carries no credit with it, at the start or on any renewal, and nothing about starting, renewing or cancelling a subscription moves money in or out of your credit balance. Credit buys our cloud transcription and tutorial writing, and only those. Everything else in the application, including editing, re-picking frames and exporting, costs nothing to use.

That separation is the reason the two halves of this policy read differently. A subscription is time you have not used yet. Credit is a service that costs us money the moment it runs.

3. Credit is not refundable

Credit is bought in amounts of $5 and $10, or any whole number of dollars you choose from $5 to $500. Once bought, it never expires and is not refundable.

We say it plainly because prepaid credit is the one part of this product where the money is spent before the value is delivered. Buy the smallest amount that gets you through the work in front of you. $5 is the smallest purchase there is, there is no penalty for buying again, and nothing you buy goes stale.

Credit stays on your account for as long as the account exists. If your subscription lapses, the balance is held rather than expired or paid out: you cannot spend it while the account is read-only, because the features that spend it are the ones that stop, and it is there waiting the moment a subscription starts again.

4. The trial credit

The $3 of credit on a trial account is not a purchase, so there is nothing to refund. What you have not spent when the trial ends stays on the account under section 3.

5. What we do not charge for in the first place

• A call is authorised before it starts against the most it could cost. If your balance cannot cover that, the call is refused and you are told the cost and the shortfall. You are never left owing.
• You are charged from the usage the provider reports for a call that ran. A call that reports no usage is not charged at all, and a transcription that fails is not charged.
• If something is charged against your balance and fails to return a result because of a fault on our side, tell us through the contact form and we will correct the balance.

6. If we do refund a payment

If we agree to refund a payment for anything, the refund goes back through Stripe to the card that paid. Our system handles no refund events from Stripe: a refund does not remove credit from your account by itself. Where a refund covers a credit purchase, we adjust the balance by hand at the same time, and it is the two together that make you whole. If you believe only one half of that has happened, tell us through the contact form.

7. Chargebacks

If you dispute a charge with your bank rather than contacting us, your account is suspended while the dispute is open. We would much rather you used the contact form.