Refund Policy

EU and UK consumers: 14-day withdrawal right

If you are a consumer in the EU or the UK, you have 14 days from purchase to withdraw from the contract.

Subtitles start working immediately, so before you pay we ask you to confirm two things: that you want us to start right away, and that you understand you lose the right to a full refund once we have. We record that confirmation together with the purchase — without it we could not start the service before the 14 days were over.

If you withdraw within the 14 days, we refund the minutes you have NOT used and keep the value of the ones you have. Minutes are attributed oldest-first, so your remaining balance belongs to your most recent purchases. Money is returned in proportion to what you actually paid for that purchase, not to what the pack costs today.

Example: you buy the 25-hour pack, use 40 minutes and then withdraw. We refund the value of the remaining 24 hours and 20 minutes.

One-off packs: no expiry

Hours bought as a one-off pack stay on your balance until you use them and never expire. Unused hours are not refunded in money outside the withdrawal right above, but they are not taken away either.

A pack is not a subscription: there is no renewal to stop and no billing period to see out. Nothing is charged again unless you buy again.

Monthly plans: cancelling and expiry

A monthly plan renews automatically until you cancel it. Cancel at any time from the billing portal; the cancellation takes effect at the end of the period you have already paid for, and we do not refund the remainder of that period outside the 14-day withdrawal right above.

Hours granted by a plan expire at the end of each billing period and are not carried over. That is the trade for the lower price per hour, and it applies whether or not you cancel: at the end of every period, unused plan hours are removed from your balance and the new period's hours are added.

Hours you bought as a one-off pack are never touched by this. Plan hours are always spent first, so a pack paid for outright survives a cancelled plan and stays on your balance with no expiry date.

If you withdraw from a plan purchase within the 14 days, the same rule as for packs applies: we refund the hours you have NOT used from that charge and keep the value of the ones you have.

Service failures

If a session failed because of a fault on our side, contact [email protected] and we will credit the affected minutes back. Degraded output (untranslated text delivered because a provider timed out) is charged, because the transcription was still produced — but tell us if this happens often, as it indicates a problem we should fix.

How to request

Email [email protected] from your account address and tell us which purchase you mean. We request the refund from Paddle, which returns the money to your original payment method, typically within 10 business days. Paddle sells SubLive as merchant of record and may also grant a refund under its own Buyer Terms, independently of this policy — its decision stands even where this page would say no.

Refunds are processed by a person, not automatically. That is a deliberate choice: it lets us look at what actually happened rather than apply a rule to a case it does not fit.