Refunds & Cancellation

Subtitl is a digital product. Your licence is issued and usable the moment your payment succeeds, so purchases are generally non-refundable. This page sets out exactly what that means, when we do refund, and how the Monthly subscription renews and how to cancel it.

1. No free trial

We do not offer a free trial of either plan. We say so plainly here, and on the pricing section, so that you can decide before you pay rather than after. If you are unsure whether Subtitl fits your workflow, email support@subtitl.ai before buying and we will answer honestly — including telling you if it is not a good fit.

2. Lifetime licence (one-time purchase)

2.1 The Lifetime licence is a single, one-time charge. The amount and the currency are shown to you at checkout before you pay, and are recorded on your invoice. It never renews.

2.2 Once a Lifetime licence has been delivered to your account, it is not refundable. Delivery happens immediately on successful payment, and the software is fully functional and offline-capable from that moment. There is no cooling-off period and no partial refund.

2.3 The exceptions in section 4 still apply.

3. The Monthly plan (recurring subscription)

3.1 The Monthly plan is a recurring subscription. When you subscribe, you authorise us to charge your payment method, automatically each month until you cancel, the amount shown to you at checkout before you pay. That amount and its currency are recorded on your invoice and shown on your account page.

3.2 How to cancel. You can cancel at any time, yourself, from the Plan section of your account — no email required and no reason needed. You may also email support@subtitl.ai if you would rather we did it for you.

3.3 What cancelling does. Cancelling stops all future charges. It does not cut off your access immediately: you keep using Subtitl until the end of the billing month you have already paid for, and the subscription then ends. You are not charged again after you cancel.

3.4 No refund for the current month. Because you keep access for the remainder of the month you paid for, we do not refund or pro-rate the current month when you cancel. We also do not issue partial refunds for days you did not use.

3.5 If a renewal charge surprises you. If you meant to cancel and a renewal went through, email support@subtitl.ai promptly. We are not obliged to refund a validly authorised renewal, but we would rather deal with an honest mistake fairly than argue over a single month's charge — tell us what happened and we will look at it.

3.6 Failed renewals. If a monthly charge fails, Razorpay may retry it. If it keeps failing, the subscription ends and access stops. You can subscribe again whenever you like, at the price then current.

3.7 Price changes. If we change the Monthly price, the new price applies only to billing months after we have told you, and never retroactively. You can cancel before it takes effect.

3.8 Changing your Device count. Increasing the number of Devices on the Monthly plan takes effect immediately — you receive the additional Devices straight away. Where your mandate can be updated directly, the changeover charge for the remainder of the billing period is determined and collected by our payment gateway as part of that update, and is not refundable once the change has been applied. Where it cannot — UPI Autopay, see clause 3.9 — we calculate and show you a pro-rata amount before charging it, and it is likewise not refundable once the new mandate is confirmed, for the same reason: you already have the additional Devices. Decreasing the number of Devices is not charged, and is therefore not refundable; you keep the Devices you already have until the end of the period you have paid for.

3.9 An unfinished Device-count change. Where your plan is paid by a method whose mandate cannot be amended — UPI Autopay, for example — changing your Device count requires you to approve a new mandate in your payment app, as described in clause 6.7 of the Terms. If you have paid the pro-rata amount but do not complete that approval, the change never takes effect, and you can cancel it from your account page and have that amount refunded in full. You can also do this from the account page at any time before you approve. If you are charged and neither the change nor the refund appears, contact us and we will resolve it — do not pay a second time.

3.10 The Monthly credit against a Lifetime Licence. When you move from Monthly to Lifetime, the unused remainder of your current billing period is credited against the Lifetime price, as described in clause 6.8 of the Terms. That credit is a reduction in the amount you pay for the Lifetime Licence. It is not a cash refund, it cannot be paid out separately, and it does not carry over to anything else. If you later obtain a refund of the Lifetime Licence under section 4, the refund is of the amount you actually paid, not of the list price.

4. When we do refund

These are the situations in which we will refund a delivered purchase. Both are assessed case by case, on the facts. (A different case — an incomplete Device-count change that never took effect — is refunded automatically and is covered in clause 3.9, not here.)

4.1 Delivery failure. If your payment succeeded but you did not receive a working licence — the licence never appeared in your account, or it cannot be activated for a reason on our side — that is our failure to deliver. Tell us and we will first try to fix it, because in most cases the licence can simply be issued or repaired. If we cannot give you a working licence, we will refund the payment in full.

4.2 Verified unauthorised charge. If a payment was made using your card or account without your authorisation, and that is verified with our payment gateway, we will refund it.

4.3 These exceptions do not cover buyer's remorse, a change of mind, buying the wrong plan, discovering that your computer or host application is not supported (the requirements are published on the download page before you buy), or dissatisfaction with transcription accuracy on difficult audio.

5. How to raise a case

5.1 Email support@subtitl.ai from the email address you used to buy, and include:

• the payment reference or order ID from your payment confirmation;
• the date of the payment and the amount;
• which plan you bought; and
• a short description of what happened — for a delivery failure, what you see in your account and any error the Subtitl Manager application shows.

5.2 We aim to respond within 2 business days. We will tell you what we have found and what we are doing about it.

5.3 We do not promise a fixed resolution timeline, because a delivery failure is usually fixed by issuing a working licence rather than by refunding, and how long that takes depends on the cause. We would rather commit to answering you quickly and honestly than to a deadline we might miss.

5.4 Where a refund is approved, it is returned to the original payment method through our payment gateway. The time it takes to appear on your statement is set by your bank or card issuer, not by us; it is commonly 5–10 business days.

6. Chargebacks

If you believe a charge is wrong, please contact us first. We can almost always resolve it faster than a bank dispute, and we would rather fix the problem than argue about it. We reserve the right to suspend a licence that is the subject of a chargeback until the dispute is resolved.

7. If we discontinue Subtitl

7.1 If we ever stop selling or supporting Subtitl, Lifetime licences already issued keep working. The software is offline-first, so an activated licence continues to function on your device as it is. We do not owe future updates, new features or support after that point, and discontinuation is not itself a ground for a refund of a Lifetime licence.

7.2 We would stop billing Monthly subscriptions and cancel them, so nothing further would be charged. You would keep access for the remainder of the billing month you had already paid for.

8. Your statutory rights

Nothing on this page limits any right you have under the Consumer Protection Act, 2019 or other applicable consumer law that cannot be excluded by agreement. Where such a right applies, it applies regardless of what this policy says.

9. Contact

Utkarsh Singh (sole proprietor), trading as Subtitl
Muzaffarnagar, Uttar Pradesh, India
Email: support@subtitl.ai — we aim to respond within 2 business days.

Full contact details are on our Contact page. See also our Terms & Conditions.