BriefVox AI Refunds and Complaints Policy
Operator details
The operator of BriefVox AI is: Wojciech Ogonowski, osoba fizyczna prowadząca działalność nierejestrowaną w rozumieniu art. 5 ustawy – Prawo przedsiębiorców, Grodzisk Mazowiecki, Polska.
Customer support contact: support@briefvox.com.
Privacy and data protection contact: privacy@briefvox.com.
1. Purpose of this document
This Policy describes the rules for refunds, complaints, service cancellation, minute expiry, and the consequences of chargebacks.
2. Complaints
Complaints should be submitted to: support@briefvox.com.
A complaint should include the account email, the transcription or payment ID, a description of the problem, and the expected resolution.
The Operator responds to complaints within 14 days of receipt.
If additional information is required, the response period may run from the date that information is provided, where permitted by law.
3. One-time packages
One-time packages are one-off payments and do not renew automatically.
The Free plan is free and does not create a payment, so it is not subject to a monetary refund. Unused Free minutes expire at the end of the monthly testing period. The Free plan does not include AI Tokens.
Once minutes are activated on the account, the payment is non-refundable to the extent permitted by law.
Minutes from one-time packages expire 12 months after the date of purchase. Unused minutes at expiry do not entitle the User to a refund or an extension, unless applicable law provides otherwise.
If the service cannot be delivered due to a technical error on the system side, reserved minutes are automatically returned to the user's balance.
4. Subscriptions
Subscriptions may be cancelled at any time.
After cancellation, the subscription remains active until the end of the paid period.
A full subscription refund is available only when both conditions are met: (a) the User exercises the right of withdrawal within 14 days of purchase, and (b) no transcription minute and no AI Token from the current billing period has been used. Once any minute or AI Token has been consumed, the right to a full refund expires in accordance with EU consumer-rights rules for digital services that the consumer expressly agreed to start immediately.
If the system confirms that no minutes and no AI Tokens from the current period have been used, the User may choose a full refund with immediate subscription cancellation or only turn off renewal while keeping access until the end of the paid period.
No refund is issued for a partially used billing period after cancellation, to the extent permitted by law.
No refund is issued for unused subscription minutes that expired at the end of a billing period, to the extent permitted by law.
Users may have only one active subscription at a time. Another plan can be purchased after the current billing period ends.
Exception: unjustified charges by the system, technical errors, or double billing — assessed on a case-by-case basis.
5. Technical errors and recording quality
Situation
Outcome
Technical error on the system or provider side; transcription not completed
automatic return of reserved minutes
Corrupted file detected before processing
return of minute reservation, if technology provider costs have not been incurred
Transcription completed but recording was poor quality
no automatic minute refund
Wrong language selected, background noise, quiet voices, multiple simultaneous speakers
no automatic minute refund; individual support decision possible
DOCX/TXT/SRT/VTT export error for a completed transcription
export repair or individual minute compensation
6. Consumer right of withdrawal
For consumers, applicable law on the right of withdrawal from distance contracts applies. A consumer who expressly requests that the digital service starts before the 14-day withdrawal period expires acknowledges that the right of withdrawal is lost once performance of the service begins at the consumer's express request (pursuant to applicable consumer-rights law). The Service records and retains this consent.
7. Chargebacks and payment disputes
Initiating a chargeback procedure may result in an immediate BILLING_HOLD status.
Minutes associated with the disputed payment may be reversed from the balance.
New transcriptions are blocked until the dispute is resolved.
The Operator reserves the right to close an account in the event of chargeback abuse, to the extent permitted by law.
8. Method of refund
Where a monetary refund is granted, it is processed using the same payment method as the original purchase, unless the parties agree otherwise and applicable law permits it. Minute refunds are credited to the user's account balance.
9. AI Notes and AI Tokens
AI Tokens are separate from transcription minutes and may come from one-time packages or subscriptions.
A technical error by the AI system or AI provider automatically returns AI Tokens for the failed action.
A successful AI Notes result consumes AI Tokens. No automatic refund is issued for the quality of an automatically generated note, without prejudice to mandatory complaint rights where applicable.
The cost of AI Notes depends on transcript length and the selected note type.