Refund Policy

EzScribe provides prepaid credits that may be used for AI-powered transcription, transcript translation, subtitle generation, and related content-processing services.

Your purchase of credits is a contract with EzScribe. Payment is collected on our behalf by a third-party payment processor, and any approved refund is issued by us through that same processor.

Refund requests are reviewed in accordance with:

• this Refund Policy;
• applicable consumer protection laws; and
• the circumstances of the individual transaction.

Outside of the technical-issue and processing-failure cases described below, our voluntary refund offer works as follows:

This window is in addition to, and does not limit, any statutory rights you have under the law that applies to you, or any remedy described in the technical-issue and credit-restoration sections below.

Customers in certain countries or regions — including the EEA and the UK — may have statutory rights to cancel a digital-content or digital-service purchase within a specified period. The applicable period and eligibility requirements depend on your location and applicable law, and those rights cannot be excluded by this policy.

Where the law that applies to you does not permit this waiver, your statutory right is unaffected and takes precedence over this policy.

If you experience a persistent technical problem or a material defect that prevents you from accessing or using the purchased services as described, please first contact EzScribe Support so that we can investigate and attempt to resolve the issue.

We may, where appropriate:

• correct the technical problem;
• restore incorrectly deducted credits;
• reprocess a failed transcription;
• provide replacement credits; or
• review a refund request for the affected purchase.

Where there is evidence of a material technical or product defect that we cannot resolve, any refund will be handled in accordance with this policy and applicable consumer protection laws.

Credits should only be deducted for successfully processed services, according to the credit rules displayed on our website.

If credits are deducted because of a verified processing failure or system error, EzScribe may restore the affected credits after reviewing the relevant account and processing records.

Credit restoration for a failed processing attempt does not limit any refund or consumer rights that may otherwise apply.

1. 0101

   Email EzScribe Support

   Send your request to support@ezscribe.org. If the problem is technical, we will try to resolve it first — that is often faster than a refund.

2. 0202

   Include the details we need

   Please include, where available:

   • the email address associated with your EzScribe account;
   • your order or transaction number;
   • the date of purchase;
   • a description of the issue; and
   • relevant screenshots or error information.
3. 0303

   We review and reply by email

   We review the request against your account, transaction, and processing records, and reply to the email address on your account with the outcome.

Approved refunds are issued to the original payment method, where possible.

The time required for refunded funds to appear may depend on the payment method, the issuing bank, and your location. We do not issue cash or other off-platform payments in place of a refund.

If a full or partial refund is approved:

• the corresponding purchased credits may be removed or adjusted;
• access to services associated with the refunded purchase may be suspended or revoked;
• credits already restored, replaced, disputed, or refunded may not be used again; and
• your account balance may be corrected to reflect the approved refund.

We will not remove more credits than are reasonably associated with the refunded portion of the transaction.

This policy is written for customers acting in good faith. We may decline a refund request, and where appropriate suspend or close the account, if we identify:

• a repeated pattern of purchasing credits, consuming them, and then requesting refunds;
• requests that misrepresent the facts, or claims of a technical failure that our processing records do not support;
• abuse of the credit-restoration process described above;
• payments made with a stolen or unauthorised payment method, or other fraudulent activity; or
• use of the service in breach of our Terms of Service.

We assess these cases individually against the account, transaction, and processing records, and we explain the reason for a declined request. Nothing in this section affects any right you have under applicable consumer protection law.

Nothing in this section limits any lawful right to dispute a payment under applicable card-scheme or consumer-protection rules.

We may update this Refund Policy to reflect changes to our services, payment arrangements, or applicable laws.

The policy applicable to a transaction will be the version in effect at the time of that transaction, except where applicable law requires otherwise.