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Refund and Cancellation Policy

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Effective Date: December 12, 2025

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At Qualtranscribe, we are committed to delivering high-quality transcription and translation services with transparency, fairness, and professionalism. This Refund and Cancellation Policy outlines the conditions under which refunds, revisions, or cancellations may be considered.

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1. Cancellation Policy

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Before Work Begins (Within 24 Hours)

Full refund minus payment processing fees (2.9% + $0.30) if you cancel within 24 hours of order placement and before work has commenced.

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When Work Is Considered "Commenced"

Work begins when:

  • Files are assigned to or accessed by a transcriptionist/translator, OR

  • 24 hours have passed since order placement

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After Work Begins

  • No full refunds once work has commenced

  • You may cancel remaining work on multi-file projects

  • You'll be charged for completed or in-progress work

  • Partial refunds considered case-by-case

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2. Quality Guarantee

We maintain a 99% accuracy standard for clearly recorded audio.

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If transcript falls below this threshold:

  1. Notify us within 7 business days of delivery

  2. Provide order number and specific examples with timecodes

  3. We'll conduct a free quality review and provide a free revision if errors confirmed

  4. Refunds considered only after revision process is complete

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3. Revisions

Multiple free revision rounds for legitimate errors within 7 business days of delivery.

Eligible for free revision:

  • Transcription/translation errors

  • Missing content

  • Speaker identification errors (if requested)

  • Formatting errors that deviate from specifications

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Not eligible (may incur fees):

  • Changes to formatting preferences not originally specified

  • Adding features not included in original order

  • Changing verbatim level after delivery

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Timeline: 3-5 business days for approved revisions

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4. Audio Quality Issues

Poor audio quality includes:

  • Excessive background noise obscuring speech

  • Multiple overlapping speakers

  • Inaudible sections exceeding 20% of recording

  • Technical corruption or severe distortion

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Options:

  • Full refund if unsuitable audio identified before work begins

  • Best-effort transcription with 25% discount

  • Clients responsible for disclosing known audio issues upfront

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5. Late Delivery

If we miss the agreed deadline due to our error:

  • 15% discount on the project, OR

  • Priority rush service on future order (no extra charge)

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Does not apply to delays caused by client issues (poor audio, unclear instructions, payment delays) or force majeure.

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6. Refund Processing

By Payment Method:

  • Credit/Debit Card (Stripe): 5-10 business days

  • PayPal: 3-5 business days

  • Wire Transfer: 10-15 business days (may incur fees)

  • Purchase Orders: Credit memo within 5-7 business days

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Deposits are non-refundable once work has commenced.

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7. Translation Services

Translation accuracy based on semantic and contextual accuracy, not literal word-for-word translation.

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Client responsibilities:

  • Provide glossaries or terminology preferences upfront

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

  • Communicate intended audience and purpose

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Free revisions cover mistranslations and missed content within 7 business days.

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8. Institutional Clients

Approved institutions may use purchase orders with Net 30 payment terms. Apply at support@qualtranscribe.com.

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9. Dispute Resolution

If you disagree with our refund decision:

  1. Email support@qualtranscribe.com with "REFUND DISPUTE" in subject line

  2. Management will review within 1 business days

  3. If unresolved:

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10. Special Terms

EU Consumers

You have a 14-day right of withdrawal, but by uploading files and authorizing work to begin, you waive this right per Article 16(m) for digital services that have commenced with your consent.

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California Residents

Nothing in this policy waives your statutory rights under California law.

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Chargebacks

Contact us before filing a chargeback. Chargebacks without prior contact may result in account suspension and legal action to recover costs.

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11. Force Majeure

We're not liable for delays due to circumstances beyond our control (natural disasters, pandemics, infrastructure failures, government actions, etc.). If delay exceeds 14 days, you may cancel for full refund of uncompleted work.

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12. Data Handling

Upon refund or cancellation:

  • Files deleted within 30 days per our retention policy

  • Request immediate deletion at support@qualtranscribe.com

  • Confidentiality obligations remain in effect

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13. How to Request Refund, Revision, or Cancellation

Email support@qualtranscribe.com with:

  • Order number

  • Request type (refund/revision/cancellation)

  • Detailed explanation with timecodes (for quality issues)

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Response time: 1 business day acknowledgment, 3-5 business days for decision

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Deadline: Requests must be submitted within 7 business days of delivery

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Contact Information

Email: support@qualtranscribe.com
Phone: 617-351-8271

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

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