When hours come back and when money does.
Effective October 28, 2026 for accounts created on or after that day. For accounts created before October 28, 2026, this version takes effect on November 27, 2026; until then, version 1.1 applies. This text may be updated. The date changes when it does.
Hours back for our mistakes. If a job fails or has to be run again because of a problem on our side, you are never charged for the failed run. If you were charged hours for it, contact us and we will add those hours back to your account.
Free trial. Nothing is charged during the free trial, so there is nothing to refund. If you cancel during the trial, nothing is charged, and your trial hours stay until day 30 or until you use them. Buying hours during your free trial ends the free hours; your plan still starts on day 30 unless you cancel.
Monthly plans. You can cancel any time, and your plan stays active until the end of the month you paid for. Your plan hours, including any that carried over, end on that day. Hours you bought, such as extra hours and hour packs, stay usable until 12 months from the day you bought them. We do not give partial refunds for unused days or hours. If you were charged by mistake, such as a renewal right after you canceled, contact us within 30 days and we will make it right.
Yearly plans. Yearly plans are paid up front. You can get a full refund within 14 days of purchase. A full refund ends the plan. After 14 days there is no refund, and your plan runs to the end of the year you paid for.
Hours you buy. If you have not used any of the hours from a purchase, you can ask for a full refund within 48 hours of buying them. This includes extra hours, hour packs, and automatic top-ups. Once hours from a purchase have been used, that purchase cannot be refunded.
A refund takes back the hours it paid for. When we refund money, the unused hours that payment bought are taken back from your account, in proportion to the part refunded. Hours you already used stay used.
Card disputes. If you think a charge is wrong, please contact us first. If a card dispute is decided in your favor, it is handled like a refund: the unused hours that payment bought are taken back.
Anything else. If something went wrong, write to us. We look at every request individually and want you to be happy with TranscriptLive.
How to ask. Email support@transcriptlive.com with the email address on your account and the date of the charge. Approved refunds go back to the original card, usually within 5 to 10 business days.
TranscriptLive, LLC, 1870 The Exchange SE Ste 220 PMB 186382, Atlanta, Georgia 30339-2171 US
Email TL Support at support@transcriptlive.com. TL Support replies within 1 business day, and the same day when possible for an urgent billing problem. For what we keep and when it is deleted, see our Data Promise.