Refund Policy

At Video Caption AI Pro, we are committed to providing high-quality video captioning services and ensuring customer satisfaction. This Refund Policy outlines the terms and conditions under which refunds may be issued for our services.

1. Company Information

This Refund Policy applies to services provided by:

• Company Name: Video Caption AI Pro
• Registration Number: 73544545
• Address: 953 Doe Walk Grove, Singapore 833076, Singapore
• Email: info@videocaptionai.pro
• Phone: +2638420761603

2. Refund Eligibility

2.1 Eligible Refund Scenarios

You may be eligible for a full or partial refund in the following circumstances:

• Service Failure: If our Service fails to process your video or generate captions due to technical issues on our end
• Billing Errors: If you were charged incorrectly or billed for services you did not receive
• Quality Issues: If the caption accuracy is significantly below our stated standards (less than 85% accuracy) in optimal conditions
• Service Unavailability: If the Service was unavailable for an extended period during your subscription
• Subscription Cancellation: If you cancel your subscription within 14 days of initial purchase and have used less than 20% of your allocated credits
• Unauthorized Charges: If your account was charged without your authorization

2.2 Non-Refundable Scenarios

Refunds will NOT be issued in the following situations:

• You changed your mind after successfully receiving captions
• You failed to read the Service description or understand the features
• Low caption accuracy due to poor audio quality, heavy accents, or excessive background noise in your video
• You violated our Terms & Conditions or Acceptable Use Policy
• Your account was terminated due to fraudulent or illegal activity
• You subscribed through a third-party platform (refunds must be requested through that platform)
• More than 30 days have passed since the purchase (except for subscription billing errors)
• You have already downloaded, used, or processed more than 50% of your purchased credits
• You request a refund for technical issues caused by your equipment, network, or video format

3. Refund Timeframes

3.1 One-Time Purchases

• Full Refund: Available within 14 days of purchase if you have used less than 20% of purchased credits
• Partial Refund: Available within 30 days of purchase, prorated based on usage
• After 30 Days: No refunds available except for documented billing errors

3.2 Subscription Plans

• First Payment: Full refund available within 14 days of initial subscription if less than 20% of monthly credits used
• Renewal Payments: Refund available within 7 days of renewal if no credits have been used in the new billing period
• Cancellation: You can cancel anytime, but refunds are only provided according to the timeframes above

3.3 Enterprise Plans

Custom enterprise agreements may have different refund terms as specified in your contract. Please review your enterprise agreement or contact your account manager.

4. Refund Process

4.1 How to Request a Refund

To request a refund, follow these steps:

1. Contact Us: Email info@videocaptionai.pro with "Refund Request" in the subject line
2. Provide Information: Include the following details:
   • Your full name and account email address
   • Order number or transaction ID
   • Date of purchase
   • Detailed reason for refund request
   • Supporting documentation (screenshots, error messages, etc.)
3. Wait for Review: We will review your request within 3-5 business days
4. Receive Decision: You will be notified of our decision via email
5. Refund Processing: If approved, refund will be processed within 7-10 business days

4.2 Refund Methods

Refunds will be issued using the original payment method whenever possible:

• Credit/Debit Card: Refunded to the original card (may take 5-10 business days to appear)
• PayPal: Refunded to your PayPal account
• Bank Transfer: If original method is unavailable, we may issue a bank transfer (additional verification required)

4.3 Processing Time

• Request Review: 3-5 business days
• Refund Processing: 7-10 business days after approval
• Bank/Card Processing: Additional 5-10 business days depending on your financial institution

5. Partial Refunds

In certain circumstances, we may offer partial refunds:

5.1 Prorated Refunds

If you have used some but not all of your purchased credits, we may offer a prorated refund calculated as:

Refund Amount = (Total Paid) × (1 - Percentage Used) - Processing Fee

Example: If you paid $100, used 30% of credits, and processing fee is $5:

Refund = $100 × (1 - 0.30) - $5 = $65

5.2 Partial Refund Scenarios

• You used between 20-50% of purchased credits within refund window
• Service issues affected only part of your usage period
• Technical problems prevented full service delivery
• You experienced intermittent service disruptions

6. Subscription Cancellation

6.1 How to Cancel

You can cancel your subscription at any time through:

• Your account dashboard under "Subscription Settings"
• Emailing info@videocaptionai.pro with "Cancel Subscription" in the subject
• Contacting our customer support team

6.2 Cancellation Effects

• Cancellation takes effect at the end of your current billing period
• You will retain access to the Service until the end of the paid period
• No charges will occur after the current period ends
• Unused credits expire at the end of the billing period
• You may resubscribe at any time

6.3 Subscription Refunds

Subscription refunds follow the timeframes in Section 3.2. Canceling your subscription does not automatically trigger a refund—you must request one separately if eligible.

7. Chargebacks and Disputes

7.1 Contact Us First

Before initiating a chargeback with your bank or credit card company, please contact us to resolve the issue. Most problems can be resolved quickly through direct communication.

7.2 Chargeback Consequences

If you initiate a chargeback:

• Your account will be immediately suspended pending investigation
• We will provide evidence to your financial institution
• If the chargeback is found to be unjustified, your account may be permanently terminated
• You may be liable for any costs we incur in responding to the chargeback
• Future service may be denied

7.3 Friendly Fraud

Filing a fraudulent chargeback (claiming you didn't authorize a charge when you did) is a form of fraud. We take such actions seriously and may pursue legal remedies.

8. Service Credits

In lieu of refunds, we may offer service credits in certain situations:

8.1 When Credits Are Offered

• Minor service disruptions or quality issues
• Goodwill gestures for customer satisfaction
• Compensation for inconvenience when refund isn't appropriate
• Resolution of disputes

8.2 Credit Terms

• Credits are applied to your account balance
• Credits must be used within 12 months of issuance
• Credits cannot be transferred or redeemed for cash
• Credits expire upon account termination

9. Quality Guarantee

9.1 Our Standards

We strive to deliver captions with up to 99% accuracy in optimal conditions. However, accuracy depends on several factors:

• Audio Quality: Clear audio with minimal background noise
• Speech Clarity: Standard accents and clear pronunciation
• Content Type: General conversation vs. highly technical content
• Language: Some languages may have different accuracy rates

9.2 Accuracy Complaints

If you believe caption accuracy is significantly below standards:

1. Contact us within 14 days with specific examples
2. Provide the video file or segment with accuracy issues
3. Allow us to review and potentially reprocess the content
4. We will offer reprocessing, credits, or refund as appropriate

10. Force Majeure and Service Issues

10.1 Service Interruptions

If service interruptions occur due to circumstances beyond our control (natural disasters, cyber attacks, infrastructure failures), we may:

• Extend your subscription period to compensate for downtime
• Provide additional credits
• Issue partial refunds for significantly impacted users

10.2 Scheduled Maintenance

Refunds will not be issued for scheduled maintenance periods announced in advance. We will minimize disruption by scheduling maintenance during low-usage periods.

11. Third-Party Purchases

If you purchased our Service through a third-party platform or reseller:

• Refund requests must be directed to that platform/reseller
• We cannot process refunds for third-party transactions
• Third-party refund policies apply instead of ours
• We will cooperate with legitimate refund requests from authorized partners

12. Fraudulent Refund Requests

We take refund fraud seriously. Submitting false refund requests may result in:

• Immediate account termination
• Refusal of future refund requests
• Referral to law enforcement if appropriate
• Legal action to recover damages

13. Exceptions and Special Cases

13.1 Discretionary Refunds

We reserve the right to issue refunds outside of this policy at our discretion for:

• Exceptional circumstances
• Long-term customer loyalty considerations
• Resolution of complex disputes
• Goodwill gestures

13.2 Documentation Requirements

For refund requests exceeding $500 USD, we may require:

• Detailed written explanation
• Screenshots or video evidence of issues
• Technical logs or error messages
• Verification of identity

14. Regional Variations

14.1 Consumer Protection Laws

If you are located in a jurisdiction with stronger consumer protection laws (such as the EU, UK, Australia), those laws may provide additional refund rights beyond this policy. This policy does not limit any statutory rights you may have.

14.2 EU Consumers

EU consumers have a 14-day "cooling off" period during which they can withdraw from the purchase for any reason. However, this right is waived if:

• You begin using the Service during the cooling-off period
• You explicitly consent to immediate service delivery

14.3 Australian Consumers

Australian Consumer Law provides guarantees that cannot be excluded. If you are an Australian consumer, you are entitled to a refund if:

• The Service has a major failure
• The Service does not meet descriptions provided
• The Service is not fit for the disclosed purpose

15. Currency and Exchange Rates

All refunds are processed in the original transaction currency. If exchange rates have fluctuated between purchase and refund:

• We refund the exact amount charged in the original currency
• Your bank may apply different exchange rates, resulting in a different amount in your local currency
• We are not responsible for exchange rate differences
• Currency conversion fees charged by your bank are not refundable

16. Modifications to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective upon posting to our website. Material changes will be communicated via:

• Email notification to registered users
• Prominent notice on our website
• Update to the "Last Updated" date

Your continued use of the Service after changes indicates acceptance of the modified policy. Changes do not apply retroactively to purchases made before the modification date.

17. Contact Us

For refund requests, questions, or concerns about this policy, please contact us:

We aim to respond to all refund inquiries within 3-5 business days. For urgent matters, please call during business hours.

18. Acknowledgment

By making a purchase or subscribing to our Service, you acknowledge that you have read, understood, and agree to this Refund Policy. This policy is part of our Terms & Conditions and is governed by the same terms regarding jurisdiction and dispute resolution.