Refund Policy

Scope

This policy covers paid subscriptions and one-time minute packs purchased through tranlens.com. It should be read with our Terms of Service. It does not limit mandatory consumer rights in your country.

Failed or interrupted sessions

• A file transcription that fails before producing a transcript is never charged. If a charge appears anyway, it is refunded automatically or on request.
• A live session that drops early is charged only for the minutes connected, rounded up at settlement. Unused minutes stay in your balance.
• If a provider outage prevents captions for a paid session, contact billing@tranlens.com and we will restore the affected minutes.

Cancelling a subscription

Subscriptions renew automatically. Cancel from Settings → Billing at any time. Cancellation stops future renewals; unless the law requires otherwise, the current period is not refunded, and you keep access until it ends. Deleting your account does not automatically cancel an active subscription—cancel first.

Minute packs

Minute packs are valid for twelve months. If you bought a pack by mistake and have not used any of its minutes, contact us within 14 days of purchase for a refund. Partly used packs, and packs older than 14 days, are generally not refundable.

Duplicate or incorrect charges

If you were charged twice for the same order, charged after cancelling, or charged an amount different from the checkout page, email billing@tranlens.com with the order number and the payment provider. Verified duplicate or incorrect charges are refunded in full to the original payment method.

Consumer rights

If you are a consumer in the EU, UK, or another jurisdiction with a statutory withdrawal right, that right applies regardless of the rules above. Because digital services can begin immediately, you may be asked to confirm that you want access before the withdrawal period ends.

How to request a refund

Email billing@tranlens.com with:

• the email address on the account;
• the order or transaction number;
• what went wrong (a screenshot helps).

We reply within five business days and process approved refunds within ten business days. The payment provider may take additional time to post the credit.

Chargebacks

Please contact us before starting a chargeback so we can fix the problem. Accounts with an open chargeback may have paid features paused until it is resolved.