Refund Policy

Last updated: November 6, 2024

1. Overview

At SubGen.ai, we strive to provide excellent service and customer satisfaction. This Refund Policy outlines the circumstances under which refunds may be provided for our AI-powered video subtitle generation service.

2. Subscription Refunds

2.1 Monthly Subscriptions

  • 7-Day Money-Back Guarantee: Full refund available within 7 days of initial subscription
  • Prorated Refunds: Available for service disruptions lasting more than 48 hours
  • Unused Credits: No refund for unused credits after the 7-day period

2.2 Annual Subscriptions

  • 30-Day Money-Back Guarantee: Full refund available within 30 days of purchase
  • Prorated Refunds: Available after 30 days for unused months due to service issues
  • Cancellation: No refund for voluntary cancellations after 30 days

3. Refund Eligibility

Refunds may be granted in the following circumstances:

3.1 Eligible Situations

  • Service Failure: Persistent technical issues preventing service use
  • Billing Errors: Incorrect charges or duplicate payments
  • Unauthorized Charges: Charges made without your authorization
  • Service Downtime: Extended service unavailability (>48 hours)
  • Quality Issues: Consistently poor subtitle quality due to service defects

3.2 Non-Eligible Situations

  • Change of mind after the guarantee period
  • Failure to use purchased credits
  • Poor audio quality in uploaded videos
  • Dissatisfaction with AI-generated results within normal parameters
  • Violation of Terms of Service leading to account suspension
  • Requests made more than 60 days after the charge

4. Credit System Refunds

Our service operates on a credit-based system where:

  • 1 credit = 1 second of video processing
  • Credits are consumed upon successful subtitle generation
  • Failed processing attempts do not consume credits
  • Unused credits roll over monthly but are non-refundable after the guarantee period

5. Refund Process

5.1 How to Request a Refund

  1. Contact our support team at support@subgen.ai
  2. Include your account email and order/subscription ID
  3. Provide a detailed explanation of the issue
  4. Include any relevant screenshots or error messages

5.2 Processing Timeline

  • Response Time: We will respond to refund requests within 2 business days
  • Investigation: Complex cases may require up to 5 business days for review
  • Processing: Approved refunds are processed within 5-10 business days
  • Payment Method: Refunds are issued to the original payment method

6. Paddle Payment Processing

Our payments are processed by Paddle. For payment-related issues:

  • Refunds are subject to Paddle's terms and processing times
  • Some payment methods may have different refund timelines
  • Currency conversion fees (if applicable) are non-refundable
  • Bank processing times may vary by institution

7. Partial Refunds

In certain circumstances, we may offer partial refunds:

  • Service Disruption: Prorated refund for downtime periods
  • Feature Limitations: Partial refund if advertised features are unavailable
  • Quality Issues: Credit compensation for processing failures

8. Chargebacks and Disputes

Before initiating a chargeback with your bank or credit card company, please contact us directly. Chargebacks can result in:

  • Immediate account suspension
  • Additional processing fees
  • Longer resolution times
  • Potential legal action for fraudulent claims

9. Cancellation Policy

You can cancel your subscription at any time:

  • Immediate Effect: Cancellation stops future billing
  • Access Continuation: Service access continues until the end of the current billing period
  • Credit Retention: Unused credits remain available until period end
  • Reactivation: Subscriptions can be reactivated at any time

10. Free Trial Policy

New users receive 2 minutes (120 credits) of free processing:

  • No payment information required for trial
  • One free trial per user/email address
  • Trial credits expire after 30 days if unused
  • No refunds applicable to free trial credits

11. Force Majeure

We are not liable for refunds due to circumstances beyond our control, including but not limited to:

  • Natural disasters
  • Government regulations
  • Internet service provider issues
  • Third-party service failures (beyond our control)

12. Policy Updates

This Refund Policy may be updated periodically. Significant changes will be communicated via:

  • Email notification to active subscribers
  • Notice on our website
  • In-app notifications

Changes take effect 30 days after notification, giving you time to cancel if you disagree with the new terms.

13. Contact Information

For refund requests or questions about this policy:

Support Team:
Email: support@subgen.ai
Response Time: Within 2 business days
Website: https://subgen.pro

Billing Inquiries:
Email: billing@subgen.ai

14. Legal Compliance

This policy complies with applicable consumer protection laws, including:

  • EU Consumer Rights Directive
  • UK Consumer Rights Act
  • US Federal Trade Commission guidelines
  • Local consumer protection regulations

Where local laws provide greater consumer protection, those laws take precedence over this policy.