Refund & Cancellation Policy

Short version: if the service did not do what your plan says it does, write to us within 14 days and you get that billing period back in full.

1. Cancelling a subscription

You can cancel at any time from the customer portal linked in your receipt email. No notice period, no cancellation fee, and you do not need to contact us first.

• Cancellation takes effect at the end of the billing period you have already paid for.
• Your plan keeps working normally until then, including exports.
• You are not charged again after cancelling.
• Files already produced stay downloadable until the period ends.

2. The 14-day refund window

If the service fails to deliver what your plan describes, email support@dualcue.com within 14 days of the charge and we will refund that billing period in full. Include the file name and roughly when you uploaded it so we can find the job.

You do not need to justify the request in detail. "Transcription failed on three files" or "the translation was unusable for my language" is enough.

3. What is refundable

• Transcription or translation jobs that failed and could not be completed on retry.
• Service unavailable for a material part of the billing period.
• A charge you did not authorise, or a duplicate charge.
• A subscription you meant to cancel and did not, where the plan was not used in that period.
• Output that is materially unusable for a language the plan claims to support.

4. What is not refundable

We do not refund a period solely because an automated transcript or translation was not as accurate as you hoped. Speech recognition and machine translation both make mistakes, especially on poor audio, heavy overlap, strong accents or specialist vocabulary. That is why the Free plan exists — test your own material before you pay.

• Minutes already processed in a period that you simply did not use.
• Accuracy that is imperfect but usable and correctable in the editor.
• Periods more than 14 days in the past, except where local consumer law requires otherwise.

5. Unused minutes

Monthly allowances do not roll over into the next period and unused minutes have no cash value. If you consistently do not use your allowance, move down a plan rather than asking for a partial refund — we will not charge you for the change.

6. How long a refund takes

We respond to refund requests within three business days. Once approved, Creem returns the money to the original payment method. Depending on your bank or card issuer it usually appears within 5–10 business days. Refunds go back to the method that was charged; we cannot redirect them elsewhere.

7. If we end your access

If we discontinue the service, or close your account for a reason other than a deliberate breach of the Terms of Service, we refund any period you have paid for but not received.

8. Your statutory rights

Nothing here removes rights you have under the consumer law of the country you live in. Where that law gives you a stronger right than this policy, the law applies.

9. Contact

Refunds, billing questions and anything else: support@dualcue.com. A person reads every email and replies within three business days.