Refund Policy

1. Overview

At OrcaSubtitle, we strive to provide high-quality subtitle conversion and transcription services. This Refund Policy outlines the circumstances under which refunds may be granted and the process for requesting them.

2. Refund Eligibility

2.1 Account Balance Top-ups

Refunds for account balance top-ups may be granted under the following conditions:

• Request made within 30 days of the original payment
• The credited amount has not been used for services
• No fraudulent activity is suspected on the account
• Technical issues prevented proper service delivery

2.2 Transcription Services

Refunds for transcription services may be considered when:

• Service fails to complete due to technical errors on our end
• Output quality is significantly below acceptable standards
• Service was charged but not delivered within reasonable timeframes
• Duplicate charges occurred for the same service

2.3 Subscription Services (Future)

For any future subscription services, the following refund terms would apply:

• Pro-rated refunds for unused subscription periods
• 30-day money-back guarantee for new subscribers
• Refunds for billing errors or unauthorized charges

3. Non-Refundable Items

The following items are generally not eligible for refunds:

• Successfully completed transcription services
• Services used with satisfactory results
• Account balance used for completed services
• Refund requests made after 30 days from purchase
• Services terminated due to violation of Terms of Service
• Change of mind or user error (subject to case-by-case review)

4. Refund Request Process

4.1 How to Request a Refund

To request a refund, please follow these steps:

1. Contact our support team via email at support@orcasubtitle.com
2. Include your account email and transaction details
3. Provide a clear explanation of the reason for the refund request
4. Include any relevant documentation or evidence
5. Allow up to 5 business days for initial response

4.2 Required Information

Please include the following information in your refund request:

• Account email address
• Transaction ID or payment reference
• Date of purchase
• Amount charged
• Detailed description of the issue
• Screenshots or error messages (if applicable)

5. Refund Processing

5.1 Review Process

Our support team will review your refund request within 5 business days. We may require additional information or documentation to process your request. In some cases, we may offer alternative solutions such as service credits or account balance adjustments.

5.2 Processing Time

Once approved, refunds will be processed according to the following timeline:

• Credit Cards: 5-10 business days
• Debit Cards: 5-10 business days
• Digital Wallets: 1-3 business days
• Bank Transfers: 3-7 business days

Note: Processing times may vary depending on your financial institution and location.

5.3 Refund Method

Refunds will be issued to the original payment method used for the purchase. We cannot process refunds to different payment methods or accounts for security reasons.

6. Partial Refunds

In certain circumstances, we may offer partial refunds:

• When services are partially completed
• For account balance that has been partially used
• When alternative solutions are provided
• For service degradation or limited functionality

7. Chargeback and Dispute Resolution

7.1 Before Filing a Chargeback

We encourage you to contact us directly before initiating a chargeback with your bank or credit card company. This allows us to resolve the issue more quickly and often provides a better outcome for both parties.

7.2 Chargeback Process

If you file a chargeback, we will work with your financial institution to provide necessary documentation. Please note that chargebacks may result in account suspension until the dispute is resolved.

8. Service Credits and Alternatives

In lieu of monetary refunds, we may offer:

• Account balance credits for future services
• Complimentary service re-processing
• Extended service features or capabilities
• Priority customer support

These alternatives may be offered when they provide equivalent or greater value than a monetary refund.

9. Fraudulent Activity

Accounts suspected of fraudulent activity, including but not limited to unauthorized access, fake payments, or abuse of our refund policy, may be suspended and refund requests denied. We reserve the right to take appropriate legal action in cases of confirmed fraud.

10. Policy Updates

We may update this Refund Policy from time to time. Changes will be posted on this page with an updated "Last updated" date. Continued use of our services after changes constitutes acceptance of the new policy.

11. Contact Information

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