Refunds and Complaints Policy

BriefVox AI Refunds and Complaints Policy

Operator details

The operator of BriefVox AI is: Filip Ogonowski, a natural person conducting unregistered business activity within the meaning of Art. 5 of the Polish Act of 6 March 2018 – Entrepreneurs' Law, Generała Dezyderego Chłapowskiego 12, 05-825 Grodzisk Mazowiecki, Poland.

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.

The Service offers a full refund for a package requested within 14 days of purchase if no minute or AI Token from that package has been used. After use begins, the automated full-refund option may be unavailable; this does not restrict statutory withdrawal with proportionate settlement for performance supplied up to withdrawal or remedies for lack of conformity.

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.

The Service offers a full refund for the current subscription period where the User requests it within 14 days of payment and no minute or AI Token from that period has been used. Once use begins, the automated full-refund option may be unavailable, but statutory withdrawal, proportionate settlement, and complaint rights remain unaffected.

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 at most one active Universal subscription, which covers Captions and Transcription and funds one shared minute balance.

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

A consumer entering into a distance contract generally has 14 days to withdraw without giving a reason. If the consumer expressly requests immediate performance of a paid service and withdraws before full performance, the consumer pays proportionately for performance supplied up to withdrawal. Merely starting the Service does not automatically remove the right; it is lost only after full performance where, before performance began, the consumer expressly consented, was informed of that consequence, and acknowledged it. The Service records the immediate-performance request in checkout-session data.

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.