Refund Policy

A point pack is a one-time purchase of a fixed number of points. There is no subscription, no trial that converts into a charge, and nothing renews on its own. One point processes one subtitle file once; transcription is billed by the minute of audio.

Purchased points do not expire. They are spent only after the free points granted to your account for that day have been used.

We refund the unused part of a purchase, in full, in either of these cases:

• Within 14 days of the purchase, for any reason, on the points from that purchase you have not spent.
• At any time, if the service failed you: a job that never completed, a result that was not what the tool is documented to produce, or a charge you did not authorise. Tell us what happened and we will look at the job records.

A purchase is refunded to the original payment method by the payment provider that took it. We cannot send it anywhere else.

A point is spent when a processing job is created, and that is the point at which we have done the work you paid for. Spent points are not normally refundable.

If a refund is issued for more than your unspent balance, the shortfall is recorded against your account as a negative balance rather than silently written off. It is cleared automatically by your next purchase before any new points become spendable. You are never asked to pay it, and it does not affect the free points you receive each day.

Send a message through the contact form with the email address on the account and roughly when you bought the pack. You do not need an order number; we can find the purchase from your account.

We aim to answer within a few working days. If we approve it, the provider processes the refund and the timing from that point is theirs, typically a few working days back to a card.

If you raise a dispute with your bank or card issuer, the points from that purchase are removed from your balance when the provider notifies us of the reversal. If the dispute is later resolved in our favour, the points are restored.

We would rather you asked us first. A refund we issue ourselves is faster than a chargeback and leaves your account in a normal state.

Nothing here removes rights you have under the consumer law that applies to you. Where that law gives you a longer cancellation period or a stronger remedy than this policy, that law applies.

Subtools is operated by Valtur Technologies, and this policy is governed by the law of the Arab Republic of Egypt.