Refunds & Cancellation

1. Cancellations

1.1 Human Transcription Orders

Cancellation eligibility depends on project status at the time we receive your written request:

"Assigned" means a transcriptionist has begun work on your file. We will confirm the completion percentage at the time of your request.

1.2 Instant Draft Subscription

Instant Draft is available as a monthly or annual subscription. New accounts receive 75 free minutes upon signup. These free minutes exist so you can evaluate the service before committing to a paid plan.

Cancellation

You may cancel your subscription at any time from your account settings. On cancellation:

• Access and any remaining minutes continue until the end of the current billing period

• No refund is issued for the unused portion of a monthly billing period

• Annual subscriptions cancelled within 14 days of the initial purchase date are eligible for a full refund, provided no paid minutes beyond the free 75-minute allowance have been used. After 14 days, no refund is issued; access continues to the end of the period

Technical Failures: New Subscribers

If you experience a technical issue attributable to Qualtranscribe's systems during your first billing cycle that prevents you from using the service, and you request a refund, we will issue a full refund of your subscription fee for that period. Contact support@qualtranscribe.com with a description of the issue and your account details.

For technical failures occurring after the first billing cycle, a pro-rata credit will be applied to your next billing period for the days affected. Technical issues caused by your own equipment, internet connection, or browser are not eligible for refunds or credits.

1.3 Expedited and Rush Orders

Expedited and rush orders carry a surcharge that reflects resource prioritization. If you cancel after work has begun, the surcharge is non-refundable regardless of overall completion percentage. The base transcription amount is subject to the standard cancellation table in Section 1.1.

1.4 Institutional and Postpaid Accounts

Cancellations for institutional clients on Net 30 terms follow the same completion-percentage logic above. Outstanding invoices for completed work remain due regardless of cancellation.

2. Quality Guarantee

We maintain a 99% accuracy standard for clearly recorded audio or video. "Clearly recorded" means distinguishable speakers, minimal background noise, clear speech, and adequate recording volume. See our Terms of Service (Section 7.1) for full definitions.

2.1 Raising a Quality Dispute

If you believe a delivered transcript falls below our 99% accuracy standard, you must:

• Notify us in writing at support@qualtranscribe.com within 7 business days of delivery

• Provide your order number and identify specific errors with timecodes or line references

• Attach or reference the delivered file

The timeline for our quality review depends on the size and complexity of your project. We will notify you of the expected timeline when we acknowledge your request.

2.2 Outcomes of Quality Review

If the review confirms the transcript falls below the 99% standard, we will either:

• Correct all confirmed errors at no charge, or

• Offer a partial or full refund if correction is not reasonably possible, based on the severity and extent of the errors

If the review finds the transcript meets the 99% standard, no refund or credit will be issued. We will share our findings with you.

Quality disputes based on factors outside our control are not eligible for refunds unless we failed to flag those issues before beginning work. These factors include poor recording quality, speakers that are indistinguishable from one another, heavy background noise, and technical jargon without a provided glossary.

2.3 Instant Draft Quality

Instant Draft is machine-generated and carries no accuracy guarantee. Refunds for Instant Draft quality are not available. If you require guaranteed accuracy, please use Human Transcription.

3. Revisions

3.1 Human Transcription: Unlimited Free Revisions

Each Human Transcription order includes unlimited free revisions for legitimate transcription errors. To request a revision:

• Submit your request in writing to support@qualtranscribe.com

• Identify the specific errors to be corrected with timecodes or line references

The timeline for completing revisions depends on the size and complexity of your project. We will confirm the expected turnaround when we acknowledge your request.

3.2 What Qualifies as a Legitimate Error

Eligible for free revision:

• Transcription errors where audible or visible content was incorrectly captured or omitted

• Missing content that was clearly present in the recording

• Speaker misattribution where speakers were distinguishable

• Formatting errors that deviate from your original specifications

3.3 What Is Not a Transcription Error

The following are scope or preference changes and are billable:

• Formatting changes not originally specified

• Adding features or services not included in the original order

• Changing verbatim level after delivery

• Sections already marked [inaudible] or [unclear] in the delivered transcript

• Corrections based on information not available at the time of transcription (e.g., proper nouns not included in a provided glossary)

Contact support@qualtranscribe.com for a quote on any scope or preference changes.

3.4 Instant Draft Revisions

Instant Draft does not include a revision round. If accuracy is critical, we recommend Human Transcription or a human review upgrade.

3.5 Translation Revisions

Translation accuracy is assessed on semantic and contextual accuracy, not literal word-for-word equivalence. Free revisions cover confirmed mistranslations and missed content.

To support accurate translation, clients are responsible for:

• Providing glossaries or terminology preferences before work begins

• Specifying the target dialect (e.g., Latin American vs. European Spanish)

• Communicating the intended audience and purpose

Revision requests arising from client failure to provide the above information upfront are billable as scope changes.

3.6 Smart Insights

Smart Insights (AI qualitative analysis) is available only on completed Instant Draft output. Smart Insights results are non-refundable once the analysis has been generated. If you have concerns about a Smart Insights output, contact support@qualtranscribe.com and we will review the matter in good faith.

4. Recording Quality Issues

4.1 Assessment Period

We assess submitted audio or video within 24-48 hours of receipt. Poor recording quality includes:

• Excessive background noise obscuring speech

• Speakers that are indistinguishable from one another

• Inaudible or obscured sections exceeding 20% of the recording

• Technical corruption or severe distortion

4.2 Options When a Recording Is Unsuitable

If a recording is assessed as unsuitable before work begins, you may choose:

• Full refund, or

• Best-effort transcription at a 25% discount, or

• Submit a replacement recording at no additional cost (turnaround resets from the new submission date)

If an unsuitable recording is discovered after work has begun, we will contact you to discuss options. A partial refund may be offered based on work completed.

4.3 Client Responsibility

Clients are responsible for disclosing known recording quality issues before submitting files. If recording quality differs materially from your description at the time of order, refund eligibility may be reduced. We will notify you of any discrepancy before continuing work.

5. Late Delivery

If we miss an agreed deadline due to our error, you may choose one of the following remedies:

• 15% discount applied to the project, or

• Priority rush service on a future order at no additional charge

Late delivery remedies do not apply to delays caused by poor recording quality, unclear instructions, payment delays, client-requested changes, or force majeure events (see Section 9).

6. Refund Processing

Approved refunds are processed within the timelines below, based on your original payment method:

Refunds are returned to the original payment method. For credit card payments processed via Stripe, payment processing fees deducted by Stripe may not be recoverable and may be deducted from the refund amount. We will notify you of any such deduction before processing. Wire transfer refunds may be subject to bank fees outside our control.

Deposits are non-refundable once work has commenced.

7. Non-Refundable Situations

Refunds will not be issued for:

• Completed work that meets our 99% accuracy standard

• Instant Draft subscription fees beyond the first billing cycle, except where a pro-rata credit applies for verified technical failures

• Instant Draft annual subscriptions cancelled after 14 days of purchase

• Smart Insights results once analysis has been generated

• Quality disputes submitted more than 7 business days after delivery

• Issues arising from poor recording quality that was not disclosed or was misrepresented

• Scope changes or preference changes requested after delivery

• Orders cancelled after more than 75% completion

• Expedited or rush surcharges where work has begun

8. Special Terms

8.1 EU Consumers

EU consumers have a 14-day right of withdrawal under applicable consumer law. However, by uploading files and authorizing work to begin, you waive this right per Article 16(m) of Directive 2011/83/EU for digital services that have commenced with your prior express consent. If work has not yet begun, you retain your right of withdrawal and may cancel for a full refund within the 14-day window.

8.2 California Residents

Nothing in this policy waives any statutory rights you hold under California law, including rights under the California Consumer Protection Act.

8.3 Chargebacks

Please contact us at support@qualtranscribe.com before filing a chargeback with your card issuer. We are committed to resolving disputes in good faith and can typically resolve issues faster than a chargeback process allows. Chargebacks filed without prior contact may result in account suspension and recovery action for associated costs.

9. Force Majeure

Qualtranscribe is not liable for delays due to circumstances beyond our reasonable control, including natural disasters, pandemics, infrastructure failures, cyberattacks, or government actions. We will notify you as soon as reasonably possible of any such event.

If a force majeure delay exceeds 14 days, you may cancel for a full refund of uncompleted work. No additional compensation or damages beyond this refund will be payable.

10. Dispute Resolution

If you disagree with a refund or quality determination, email support@qualtranscribe.com with "REFUND DISPUTE" in the subject line. A member of management will review your case within one business day.

If unresolved:

• US clients: mediation or small claims court per our Terms of Service (Section 17)

• EU clients: use the European Commission ODR platform at https://consumer-redress.ec.europa.eu/dispute-resolution-bodies

• All other clients: contact your local consumer protection authority

11. Data Handling on Cancellation or Refund

Upon cancellation or refund:

• Your files will be deleted within 30 days per our standard retention policy

• You may request immediate deletion by emailing support@qualtranscribe.com

• Confidentiality obligations remain in effect regardless of cancellation or refund status

12. How to Request a Refund, Revision, or Cancellation

Email support@qualtranscribe.com with:

• Your order number

• Request type: refund, revision, or cancellation

• A detailed explanation; for quality issues, include specific examples with timecodes

Response times:

• Acknowledgment: within one business day

• Decision: communicated based on project size and complexity

Deadline: Quality dispute and revision requests must be submitted within 7 business days of delivery.

Contact

Qualtranscribe LLC
867 Boylston St, Suite 500
Boston, MA 02116, USA
Email: support@qualtranscribe.com
Phone: 617-351-8271

By using our services, you acknowledge and agree to this policy. We are committed to resolving concerns in good faith and encourage you to contact us before pursuing formal dispute resolution.