Refund Policy

1. 14-Day Right of Withdrawal (EU/UK Consumers)

Consumers in the EU and UK have a statutory right to withdraw from a distance-selling contract within 14 days of subscribing, without giving a reason, under the Consumer Rights Directive and UK Consumer Contracts Regulations.

Important exception: By starting to use the service (uploading files, processing captions) during the 14-day window, you expressly consent to the immediate performance of the service and acknowledge that you will lose your right of withdrawal once the service is fully performed. Unused minutes and subscription periods may still be refundable on a pro-rated basis.

To exercise your right of withdrawal, email billing@voxchron.com within 14 days of purchase with your account email and order reference.

2. Monthly & Annual Subscriptions

First 14 days: Full refund available if you have not consumed more than 30 processing minutes. If more than 30 minutes have been consumed, a pro-rated refund is available for the unused portion, minus minutes already consumed at standard pay-as-you-go rates.

After 14 days: Subscriptions are non-refundable for the current billing period, but you can cancel at any time to prevent future charges. Access continues until the end of the paid period.

Annual subscriptions: Pro-rated refunds for the unused portion are available within the first 30 days. After 30 days, annual subscriptions are non-refundable except in exceptional circumstances (see Section 5).

3. Credit Packs (One-time Purchases)

Credit packs can be refunded within 14 days of purchase if no minutes have been consumed. Partial refunds are available pro-rata for unused minutes within the first 14 days.

After 14 days, credit packs are non-refundable but remain valid for 12 months from the date of purchase.

4. Enterprise & Custom Plans

Enterprise agreements are governed by the specific contract signed between VoxChron and the customer. Refund terms for enterprise plans are negotiated individually and may differ from this policy.

5. Service Failures & Exceptional Circumstances

We will issue refunds or credits (at our discretion) if:

• The service experienced sustained outages exceeding the SLA commitment (enterprise plans only).
• A technical error on our side caused incorrect charges or duplicate payments.
• A processing job failed and could not be recovered (minutes restored to your account).
• Captions produced are materially defective and cannot be corrected through editing.
• The service was unavailable for an extended period affecting your ability to use it.

Credit restoration is typically the default remedy for processing failures; monetary refunds may be provided in exceptional cases on request.

6. Non-Refundable Items

The following are generally non-refundable, subject to statutory rights:

• Minutes already consumed or exported
• Live captioning hours already streamed
• Subscriptions cancelled after the 14-day window (for current period)
• Taxes, VAT, or third-party transaction fees where non-refundable by the provider
• Credit packs purchased more than 14 days ago with any minutes consumed

7. How to Request a Refund

To request a refund:

1. Email billing@voxchron.com from your account email address.
2. Include your order reference number and reason for the refund request.
3. Specify whether you prefer a refund to your original payment method or account credit.

We aim to respond within 2 business days and process approved refunds within 5–10 business days. Refund timing depends on your payment provider and bank.

8. Chargebacks

Before initiating a chargeback with your bank or card issuer, please contact us so we can resolve the issue directly. Chargebacks initiated without prior contact may result in account suspension pending investigation. We reserve the right to dispute unwarranted chargebacks.

9. Price Changes

If we change the price of an active subscription, we will notify you at least 30 days in advance. You can cancel before the price change takes effect and receive a pro-rated refund for any unused portion of your current billing period.

10. Fraud & Abuse

We reserve the right to deny refunds in cases of suspected fraud, policy abuse, or violation of our Terms of Service. Refund eligibility may be forfeited for accounts suspended or terminated for breach.

11. Consumer Dispute Resolution

EU consumers can access the European Commission’s Online Dispute Resolution platform at ec.europa.eu/consumers/odr. UK consumers have statutory rights under the Consumer Rights Act 2015 and may contact Citizens Advice for guidance.

12. Changes to This Policy

We may update this policy from time to time. Changes do not affect refund requests submitted before the change. The version number at the top of this page reflects the current policy.

13. Contact

For billing and refund queries, contact billing@voxchron.com. For general support, visit our Help Center.