This policy explains when you can get a refund for plans and credits bought on FastZM, how to ask for one, and what happens afterwards.
What it covers
It applies to orders you pay us for directly: buying credits, starting or renewing a plan, and upgrading a plan. It is part of our Terms of Service.
Failed work refunds itself
Credits are charged only once each step of a task succeeds. If transcription or translation fails or times out, the credits set aside for it come back automatically; you don’t need to ask.
If the credits being returned have expired in the meantime, they come back as credits valid for 72 hours, so you can try again.
If transcription succeeds and translation fails, the transcription is charged as usual and the translation can be retried on its own; you won’t pay for the transcription twice.
When you can get a refund
You can ask for your payment back if:
- you bought credits in the last 7 days and haven’t used any of them;
- you started or renewed a plan in the last 7 days and haven’t used any of its credits;
- you were charged twice, or paid but didn’t receive the credits or plan;
- the service was unavailable for a long time through our fault, so you couldn’t use what you paid for.
In the last case, we refund the part you couldn’t use, or, if you prefer, make it up with credits or extra plan time.
When we can’t refund
- purchases more than 7 days old, or whose credits you’ve started using (except the double charges, missing credits and outages above);
- plan upgrades: the unstarted months of your old plan were credited in full, so an upgrade can’t be undone and the difference isn’t refunded;
- credits from gift cards and bonus credits; gift card refunds follow the seller’s terms;
- credits that have expired;
- accounts suspended or closed for breaking our Terms of Service.
A plan you no longer want isn’t refunded automatically: when it ends, it stops granting credits and you aren’t charged again. If it renews automatically, you can turn renewal off any time before it ends.
How to ask
Email us from the address you signed up with, and include the order number, when you paid and why you want a refund. You’ll find the order number under Credits & billing › Orders.
We reply within 3 working days of receiving your request. If we approve it, we refund the amount you actually paid, in the same currency and to the same payment method. How long it takes to arrive depends on the payment provider and your bank, usually 3 to 10 working days.
After a refund
- Credit orders: the credits from that purchase are removed from your account.
- Plan orders: the plan ends immediately, this month’s remaining credits expire and later months aren’t granted.
Chargebacks
If you have a question about a payment, please contact us first; it’s usually quicker. If you open a chargeback with your bank or payment provider instead, your account can’t submit new tasks until it’s resolved, and if the chargeback succeeds, the related credits and plan are taken back.
Your legal rights
If the law where you live gives you more right to a refund, the law applies.
Changes to this policy
When we update this policy, we publish it on this page and change the date. Payments made before an update follow the policy in force when you paid.