The short version. Transcription minutes you buy never
expire, so there is nothing to lose by not using them right away. Because
of that we do not refund unused minutes as a matter of course. We do put
things right when we have charged you in error or failed to deliver, and
your statutory rights are unaffected.
Who you are buying from
Payments for Whipscribe are processed by Paddle.com, which
acts as the merchant of record for your purchase. Your order is subject to
Paddle's Buyer Terms and Conditions, and Paddle may issue a refund
under those terms. Where Paddle's terms give you a right we do not describe
here, Paddle's terms apply.
What you are buying
Whipscribe sells transcription capacity measured in minutes. Minutes are
added to your account as soon as your payment completes and
do not expire. A subscription adds minutes to the same
balance each billing period; it is not a rental, and nothing is taken away
when it ends.
Cancelling a subscription
You can cancel at any time from the link in your Paddle receipt email,
or by emailing us.
Cancelling stops future renewals. It does not remove minutes you have
already paid for — those stay in your account and remain usable.
We do not pro-rate or refund the current billing period, because the
minutes for that period have already been credited to you in full.
When we do refund
We will refund you in these cases:
Duplicate or erroneous charges — you were billed twice,
or billed after cancelling.
We could not deliver. If a transcription fails for a
reason on our side and we cannot produce your transcript, we refund the
minutes consumed, or the payment if it was a single-transcript
purchase.
Unauthorised payment — a charge you did not make.
Where the law requires it. Consumers in the UK, EU and
other jurisdictions with statutory cancellation rights for digital
content keep those rights in full. Note that where you ask us to begin
transcribing immediately, you may be asked to acknowledge that this
starts performance and can end the statutory cancellation period.
When we normally do not refund
Minutes you bought but have not used — they remain in your account
indefinitely and can be used at any time.
Transcripts you are unhappy with for reasons of audio quality, heavy
accents, background noise, crosstalk or very poor recordings.
Automatic transcription accuracy depends on the recording, and we
publish sample output so you can judge quality before buying.
Change of mind after minutes have been consumed.
How to ask
Email contact@neugence.ai with the
email address you paid with and your Paddle order or receipt number. We aim
to reply within two business days. You can also raise a refund request
directly with Paddle through the link on your receipt.