Refund Policy

1Getting your money back

Our order process is conducted by our online reseller Paddle.com. Paddle.com is the Merchant of Record for all our orders. Paddle provides all customer service inquiries and handles returns.

In practice that means the payment is between you and Paddle, and so is the refund. You can withdraw from a purchase for any reason within 14 days of the transaction, under Paddle’s own refund policy, and Paddle processes the return to the card or account you paid from.

• Ask Paddle directly through the link on your invoice or receipt, or at paddle.net where your purchases are listed.
• Or write to support@transcriptout.com and we will raise it with them on your behalf.

Beyond the 14 days we look at requests case by case. We would rather refund someone who did not get what they expected than keep money that leaves a bad taste, but this is a judgment, not an entitlement, and a plan that has been spent is unlikely to be returned in full.

2What happens to credits when money is returned

A refund takes its credits with it. When a purchase is returned, the credits it granted come off the balance. If that leaves the account at zero, it stays at zero rather than going negative, and we do not chase a difference.

Credits that have already been spent are the case we look at before agreeing to a refund rather than after. Calls that were made cost us upstream traffic that cannot be returned, so a request to refund an allowance that has been used is a conversation, not a formality.

3Credits the API returns by itself

This needs no request and no email. Every call costs one credit. When a call fails for a reason that is ours rather than an answer you did not like, the credit goes straight back to the bucket it came from.

• Refunded automatically: 400, 401, 413, 422, 429 and 503, meaning a malformed request, a key problem, a payload too large, our own rate limit, and our own unavailability. None of these reached YouTube, or they died inside our stack.
• Charged: 404, 410, 451 and other upstream failures. "This video has no subtitles", "this video is gone", "this video is age-restricted" are answers. Getting them costs a fetch, and the fetch is what you are paying for.
• Running out of credits returns 402 and performs no call, so it costs nothing.

The refund goes back to the same buckets it was taken from, in the same proportions. A call paid for partly out of a plan allowance and partly out of a pack is returned the same way.

4Canceling a subscription

Canceling stops the next renewal. It is not a refund and does not try to be one: the month you have already paid for runs to its end, and the credits in it stay usable until then. On a yearly plan that means the rest of the paid year.

Packs of credits bought outright are untouched by a cancellation. They never expire and are not part of the subscription.

You can cancel from Billing in the dashboard, or through Paddle. Either way the cancellation reaches both.

5Charges you think are wrong

If a call was charged and you believe it should not have been, send us the request_id from your Logs page. That identifies the exact call, what it returned and what it cost, and it is the fastest way to an answer. Write to support@transcriptout.com.

6Contact

Refunds and billing: support@transcriptout.com. For the payment itself, Paddle can also be reached directly from your invoice.