On this page
When credits come back on their own, which purchases can be refunded and for how long, and how monthly and yearly plans renew and cancel
In short
- A translation that fails gives its credits back automatically.
- Credits spent on a finished translation aren't refunded.
- An unused pack, or the first payment of a plan with no credits spent, can be refunded within 14 days.
- Duplicate charges and credits missing after a payment are always put right.
Failed translations
If a translation fails, or you cancel it before it finishes, the credits it held return to your balance on its own. You don't need to ask.
Credits you've spent
A credit buys the work of translating and voicing a video. Once credits have been spent on a finished translation, they aren't refunded. If a finished video is broken (missing audio, the wrong language, voices out of sync), contact us and we'll look at it.
Credit packs
Pack credits never expire. You can get a full refund for a pack within 14 days of buying it, as long as none of its credits have been spent.
Monthly and yearly plans
Credits. A plan adds its credits every month, on both monthly and yearly billing. Plan credits expire when the next month's credits arrive; they don't roll over. When you have plan credits and pack credits, plan credits are spent first.
Cancelling. You can cancel at any time from your account under Credits & billing. Your plan keeps running until the end of the period you've paid for, and credits on hand stay until they expire. Nothing renews after that.
Changing plans. Moving to a bigger plan on the same billing interval happens straight away: you pay the difference for the rest of the period and get the extra credits at once. On monthly billing that's the full month's difference; on yearly billing it's the difference for the months left, the current one included. Moving to a smaller plan, or switching between monthly and yearly, takes effect at your next renewal.
Plan refunds. The first payment of a plan can be refunded within 14 days if none of its credits have been spent. Renewals and upgrade charges aren't refunded, except for billing mistakes.
Billing mistakes
If you were charged twice, or paid and didn't get your credits, we'll always fix it: by adding the missing credits or refunding the extra charge, whichever you prefer.
How to ask for a refund
Contact us from the email on your account and tell us what you bought and when. Refunds go back to the original payment method and usually show up within 5–10 business days. Credits from a refunded purchase are removed from your balance.
Changes to this policy
If we change this policy, we'll post the new version on this page. Purchases are covered by the policy in place when you made them.