Refund Policy

This Refund Policy explains when and how refunds are available for purchases made on TranscriptLabs. It applies in addition to our Terms of Service.

1. Operator

Refunds are issued by the operator of the Service:

NODE Piotr Nowicki
al. Komisji Edukacji Narodowej 36, lok. 112B
02-797 Warszawa, Poland
NIP (VAT): PL9512304601 · REGON: 147233931
Email: info@transcriptlabs.io

2. Free credit on signup

Every new account receives 1 free credit on signup, intended to let you evaluate the Service before any purchase. No card required.

3. Automatic credit returns (system failures)

Credits are automatically returned to your balance — without you needing to ask — when our system fails to deliver a paid-for action. This includes:

• AI provider outage: if Anthropic is unavailable and we cannot generate your report
• Empty model response: if Claude returns no content (rare; usually retryable)
• Server error during generation: if our infrastructure fails mid-generation

These credit returns are processed automatically. They are not legal "refunds" — they are part of the Service we promised to deliver.

4. Right of withdrawal — Consumers and sole traders contracting outside their professional scope

If you are a Consumer within the meaning of Art. 22¹ of the Polish Civil Code (a natural person buying outside the scope of any business activity), or a sole trader entering into a contract that does not have a professional character for you (przedsiębiorca na prawach konsumenta, within the meaning of Art. 38a of the Polish Consumer Rights Act — e.g. a CEIDG-registered freelancer whose business activity does not cover the type of service purchased), you are entitled to withdraw from a distance contract within 14 days of purchase under EU Directive 2011/83/EU and the Polish Consumer Rights Act (ustawa o prawach konsumenta).

Important — when this right does and does not apply:

• If you have NOT used any credits since purchase: you may withdraw within 14 days and receive a full refund of unused credits to your original payment method.
• If you have used any credit (generated any report): the right of withdrawal is exhausted with respect to the entire pack. This is because at checkout you expressly consented to immediate execution of the digital service and acknowledged that you would lose the right of withdrawal once execution begins (Art. 16(m) of Directive 2011/83/EU; art. 38 ust. 1 pkt 13 ustawy o prawach konsumenta z dnia 30 maja 2014 r.).

To withdraw, email info@transcriptlabs.io from the account email or use the withdrawal form template in our Terms of Service(Annex). If you are claiming the protection as a sole trader contracting outside your professional scope, please state this in your message; we will rely on your public CEIDG entry to verify. Refunds are processed via Stripe and typically arrive in 5–10 business days.

5. No refund for used credits

Credits that have been used to generate reports are not refundable. Once a report is generated, we have already incurred the AI provider cost on our end and the digital service has been performed. This applies to all user categories — Consumers, sole traders contracting outside their professional scope, and Business users alike.

If you believe a generated report is materially defective (e.g. entirely irrelevant to the channel analyzed, or contains obvious systemic errors caused by us), email us within 7 days of generation and we will review on a case-by-case basis. We may at our sole discretion offer a courtesy credit. This is a goodwill gesture, not a contractual obligation.

6. Business users contracting in their professional scope

If you are a Business user contracting in your professional scope — that is, a legal entity, organizational unit, or a natural person / sole trader whose purchase does have a professional character for them (the type of service purchased falls within their actual professional activity, including PKD codes disclosed in CEIDG) — the statutory right of withdrawal under EU consumer law does not apply.

Such users are entitled only to the automatic credit returns described in Section 3. Other refunds may be granted only at our sole discretion.

Note: a CEIDG-registered sole trader whose purchase falls outside their professional scope is treated under Section 4 above (przedsiębiorca na prawach konsumenta), not under this Section 6.

7. Disputes and chargebacks

Before initiating a chargeback with your bank or card issuer, please contact us — most issues are resolved within 24–48 hours. Chargebacks initiated without first contacting us, or chargebacks for transactions where the right of withdrawal has been validly waived, may result in account suspension and reporting to Stripe and credit-card networks.

8. Refund processing

Approved refunds are issued to the original payment method via Stripe. Funds typically appear within 5–10 business days, depending on your bank or card issuer. We do not charge fees for refunds.

9. Out-of-court dispute resolution

The European Commission's Online Dispute Resolution (ODR) platform was discontinued on 20 July 2025 and is no longer available. Consumers and sole traders contracting outside their professional scope may instead pursue any of the following out-of-court routes:

• In Poland: the Powiatowy (Miejski) Rzecznik Konsumentów in your place of residence, the Wojewódzki Inspektorat Inspekcji Handlowej (free consumer-dispute mediation), or NGOs such as Federacja Konsumentów (federacja-konsumentow.org.pl).
• In other EU/EEA Member States: your local European Consumer Centre (ECC-Net) — see commission.europa.eu — ECC-Net.

Use of out-of-court routes is voluntary; this does not affect your right to bring a claim before the courts.

10. Contact

Refund requests, complaints, or questions:
Email: info@transcriptlabs.io
Subject line: "Refund request — [your account email]"
We respond within 1–2 business days; final decisions within 14 days.