Last updated: September 4, 2026
Every paid subscription (Pro / Max) and pay-as-you-go (PAYG) minute pack purchase includes a 14-day money-back guarantee from the payment date, subject to the rules below. Free plan minutes are not a paid purchase and are not refundable as money.
How to request a refund
Write from the email address on your account (so we can match the purchase), include the PayPal order or subscription reference, and briefly say what you bought. Use the contact page or email hello@subtitlegenerator.net. We review requests inside the 14-day window and confirm the outcome. Never send passwords, card numbers, or other payment credentials in a support message.
Subscriptions (Pro / Max)
If we approve a refund on a subscription charge—or the payment provider reverses the sale—your plan returns to Free and Pro/Max capabilities are locked. Unused subscription processing minutes from that plan are cleared. Unused PAYG minutes stay on your account. Minutes already used for completed AI work are not restored as a separate credit.
Canceling a subscription from Account ends paid access and clears unused plan minutes as described in the Terms; cancel alone is not the same as a money-back refund. Ask for a refund explicitly within 14 days if you want the purchase reviewed under this policy.
PAYG minute packs
Approved PAYG refunds reclaim only the purchased minutes that are still unused in your PAYG balance. Minutes already consumed for transcription, High Accuracy, range re-transcribe, translation, or other billable AI work are not returned. Example: buy 500 minutes, use 200, then get a full pack refund → about 300 unused minutes are removed from your balance; the used 200 stay spent.
A PAYG refund does not unlock or change subscription features. Buying minutes never granted Pro/Max capabilities in the first place.
What this policy does not cover
- Undo in the editor restores local captions only; it does not refund money or restore processing minutes for a finished AI request (see Terms).
- Dissatisfaction with automated caption quality alone is not an automatic refund—captions need human review before publish.
- Abuse, fraud, chargebacks outside this process, or requests after the 14-day window may be declined.
Chargebacks and PayPal
Prefer contacting us first so we can resolve billing quickly. If a payment is refunded or reversed through PayPal, we apply the same entitlement rules: subscription → Free with unused plan minutes cleared; PAYG → unused purchased minutes reclaimed.