1. Scope of this policy

This Refund Policy applies to purchases of VidiRelay credit packs and related billing issues on or after July 31, 2026. It explains the standard rules VidiRelay uses when reviewing refund requests, while recognizing that mandatory consumer rights under applicable law may give you additional protections.

VidiRelay is an independent consumer video transcription and content-production workspace. Because the service uses credits for transcript generation, this policy focuses on credit consumption, billing errors, and whether a purchased pack has been used.

    2. Core billing principles

    Credits are consumed only when transcript text is produced successfully. If a transcript job fails and no transcript text is produced, no credits are consumed for that failed job.

    This distinction matters because many support questions are resolved by checking whether a job failed, whether transcript text was actually produced, and whether the account credit record shows a successful charge against the pack.

    • Failed jobs consume no credits.
    • Successful transcript output consumes credits.
    • Credit and payment records are used to review refund requests.

    3. Standard eligibility rules

    VidiRelay reviews refund requests based on whether the issue involves a billing error, a failed transcript, or the use status of the purchased credit pack. The standard rules below apply unless local law requires a different result.

    Refund requests should be submitted within 14 calendar days of purchase when the request concerns a fully unused credit pack. Requests made later may still be reviewed for duplicate charges, incorrect amounts, or other issues where applicable law requires review.

    • Fully unused credit pack within 14 calendar days of purchase: normally eligible for refund review.
    • Partly used credit pack: normally non-refundable.
    • Failed transcript job: no credits should be consumed, so the issue is usually corrected through credit verification rather than a refund.
    • Confirmed duplicate charge: eligible to be returned to the original payment method.
    • Confirmed incorrect amount charged: eligible to be returned to the original payment method.
    • Local-law exceptions: may apply even if a request would otherwise be outside the standard policy.

    4. Fully unused credit packs

    If you purchased a credit pack and have not used any of the credits from that pack, you may request a refund within 14 calendar days of purchase. VidiRelay will review account records to confirm that the pack is fully unused and that the request falls within the stated window.

    A pack is considered fully unused only if no credits from that purchase have been consumed. If credits from the pack have been used, even partially, the pack is normally treated under the partly used rules instead.

    • Submit the request promptly.
    • Use the same account email associated with the purchase when possible.
    • Include the purchase date and payment reference if available.

    5. Partly used credit packs

    Partly used credit packs are normally non-refundable. This is because the purchased credits have already been applied to successful transcript output. If transcript text was produced successfully and credits were consumed, the pack is generally considered used.

    However, VidiRelay may review exceptions where applicable law requires a refund or where VidiRelay confirms a billing or service error. For example, if the wrong amount was charged or duplicate billing occurred, the error portion may be refunded even if some credits were used.

    • Normal rule: partly used packs are not refunded.
    • Possible exception: applicable law gives you a non-waivable right.
    • Possible exception: VidiRelay confirms a billing or service error affecting the purchase.

    6. Failed transcripts and zero-credit charging

    If a transcript job fails and no transcript text is produced, no credits should be consumed. In many cases, what looks like a refund issue is actually a support issue that can be resolved by checking the job result and the credit ledger on the account.

    If you believe credits were deducted for a failed job, contact VidiRelay with the source URL or uploaded file details, the approximate time of the attempt, and any visible error message. VidiRelay will review whether transcript text was produced and whether credits were charged incorrectly.

    • Provide the affected source URL or file name.
    • Include the date and approximate time of the failed attempt.
    • Attach screenshots or error text if available.

    7. Duplicate charges and incorrect amounts

    If VidiRelay confirms that you were charged more than once for the same intended purchase, or charged an amount different from the amount shown at checkout, the confirmed duplicate or incorrect portion will be returned to the original payment method.

    To speed review, send the purchase date, amount charged, last four digits of the card if visible on your statement, and any payment reference or receipt details available in your account or email. VidiRelay may ask for a screenshot of the bank or card statement entry with sensitive information redacted.

    • Confirmed duplicate charges are refundable.
    • Confirmed incorrect amounts are refundable.
    • Refunds are returned to the original payment method where possible.

    8. How to request a refund

    To request a refund or billing review, contact VidiRelay through the support or contact method available in the service. Use the email address associated with your account whenever possible so the purchase and credit records can be matched quickly.

    Your request should clearly explain what happened and what outcome you are requesting. A short, factual timeline is usually the fastest way to get a useful review.

    • Account email address.
    • Purchase date and amount.
    • Payment reference, receipt, or invoice detail if available.
    • Whether the pack is fully unused or partly used.
    • For transcript issues, the source URL or uploaded file details.
    • Screenshots of errors, duplicate charges, or incorrect amounts where available.

    9. Review process and response timing

    After receiving your request, VidiRelay reviews the payment record, credit record, and any relevant job history. If more information is needed, support may ask follow-up questions or request additional evidence before making a decision.

    VidiRelay aims to respond promptly, but review time can vary depending on the complexity of the issue, the completeness of the information provided, and whether payment processor records must be checked. If a refund is approved, it is submitted promptly to the original payment method.

    • Incomplete requests may take longer to resolve.
    • Support may distinguish between a refund issue and a credit-correction issue.
    • Approval means the refund has been initiated, not that funds have already appeared in your account.

    10. Payment return method and bank processing

    Approved refunds are generally returned to the original payment method used for the purchase. If the original payment method is no longer available, VidiRelay may need to review whether another lawful and practical return method is possible.

    Once a refund is submitted, the timing for funds to appear is controlled by the bank, card issuer, or card network. VidiRelay cannot promise an exact settlement date. Processing times vary by payment provider and account status.

    • Refunds are usually sent back to the original card or payment method.
    • Banks and card networks control posting times.
    • Keep the refund confirmation for your records if your statement updates later than expected.

    11. Chargebacks, abuse, and account action

    If you have a billing concern, contact VidiRelay first so the issue can be reviewed. Filing a chargeback without first seeking support may delay resolution because the payment dispute process moves to the card issuer and may limit what VidiRelay can do directly while the dispute is open.

    VidiRelay may deny refund requests or take account action where there is evidence of abuse, including repeated refund claims inconsistent with account records, attempts to obtain both a refund and retained service value, fraudulent payment activity, or misuse of chargebacks. Serious abuse may result in account suspension or closure.

    • Contact support before initiating a chargeback when possible.
    • Do not request a refund for a fully used purchase as if it were unused.
    • Abusive or fraudulent refund behavior may lead to account restrictions.

    12. Local-law exceptions and policy updates

    Nothing in this Refund Policy limits mandatory consumer rights that apply under the law where you live. If local law gives you a right that is broader than this policy, VidiRelay will honor the law that applies to your purchase.

    VidiRelay may update this policy from time to time by posting a revised version with a new effective date. The version in effect at the time of your purchase will generally apply to that purchase, unless applicable law requires otherwise.

    • Mandatory consumer protections may override parts of this policy.
    • Keep your purchase receipt and account records for reference.
    • If you are unsure whether a local-law exception may apply, include that concern in your request.