1. Overview
VoxFlux sells digital usage credits for browser-based live captioning, AI translation and related platform services. Credits are made available shortly after purchase and can be used immediately.
This Refund Policy applies to purchases made through VoxFlux. It should be read alongside our Terms of Service and Privacy Policy.
In general, unused credit purchases may be refunded if requested within 24 hours of purchase. Once any credits from a purchase have been used, that purchase becomes non-refundable unless a refund is required by law.
2. Immediate digital service access
VoxFlux provides immediately accessible digital services. When you purchase credits, those credits may become available for use straight away.
By purchasing credits and using them, you request immediate access to VoxFlux digital services. Where consumer cancellation rights apply, using purchased credits may affect your right to cancel or request a refund.
3. When refunds may be available
You may request a refund for unused credits if:
- You request the refund within 24 hours of purchase;
- No credits from that purchase have been used;
- The purchase was made directly through VoxFlux; and
- The refund is not connected to misuse, abuse, fraud, account sharing or breach of our Terms.
Refunds are normally returned to the original payment method used for the purchase.
4. When purchases become non-refundable
Credit purchases become non-refundable once any credits from that purchase have been used, unless applicable law requires otherwise.
This includes use through:
- Live captioning sessions;
- AI translation sessions;
- Concurrent live sessions;
- Sessions that remain active even if the user is not actively monitoring them;
- Any other VoxFlux service that consumes credits.
Charges continue while a live session remains active. You are responsible for stopping sessions when they are no longer required.
5. Service issues and failed sessions
If you believe credits were consumed because of a VoxFlux platform fault, contact us with details of the issue. We may review session logs, account usage records and system status information.
Where we determine that a credit issue was caused by a VoxFlux platform fault, we may offer a credit adjustment, replacement credits, or a refund at our discretion.
Refunds or credits will not normally be provided for problems caused by factors outside our control, including:
- Poor or unstable internet connectivity;
- Venue network issues;
- Incorrect browser, microphone or audio routing setup;
- User configuration errors;
- Third-party hardware, operating system or browser issues;
- Leaving sessions active unintentionally;
- AI transcription or translation inaccuracies where the service was otherwise available.
6. Duplicate or accidental payments
If you believe you made a duplicate payment or accidental purchase, contact us as soon as possible at support@voxflux.ai.
Duplicate or accidental purchases may be refunded where the credits remain unused and the request is made within 24 hours of purchase, or where a refund is otherwise required by law.
7. How to request a refund
To request a refund, email support@voxflux.ai and include:
- Your VoxFlux account email address;
- Your order number, if available;
- The date of purchase;
- The credit package purchased;
- The reason for the refund request.
We may ask for additional information to verify the account, purchase or issue.
8. Refund processing times
Approved refunds will usually be processed back to the original payment method. Processing times may vary depending on the payment provider, bank or card issuer.
Refund approval by VoxFlux does not guarantee that the refunded amount will appear immediately in your account.
9. Consumer rights
Nothing in this Refund Policy is intended to exclude or limit rights that cannot be excluded or limited under applicable consumer law.
Where statutory cancellation rights apply, immediate access to digital services and any use of purchased credits may affect cancellation or refund rights.
10. Chargebacks and payment disputes
If you have an issue with a purchase, please contact us first so we can review it. If a chargeback, payment reversal or payment dispute is raised, we may suspend related credits or account access while the dispute is investigated.
11. Changes to this Refund Policy
We may update this Refund Policy from time to time. The latest version will be published on this page with an updated date.
12. Contact
For refund questions or refund requests, contact:
- Email: support@voxflux.ai
- Company: Web Video Streaming Ltd
- Registered address: 52 High Street, Pinner, London, HA5 5PW, United Kingdom