At ScriptEase Support, we take pride in delivering accurate, professional, and timely stenographic and secretarial services. Our mission is to ensure that every client receives results that not only meet but exceed their expectations. Because our services are digital in nature, delivered electronically, and often involve time-sensitive events such as meetings, conferences, or consultations, traditional “returns” are not possible. However, we understand that circumstances may arise where adjustments, revisions, or refunds need to be considered. This policy outlines the conditions and processes that govern such cases.

General Principles

1. Digital Service Nature – Unlike physical goods, our services result in digital outputs such as transcripts, summaries, reports, or documentation. Once delivered, these products cannot be returned in the usual sense, as they cannot be “unused.”
2. Commitment to Quality – We guarantee that our transcripts and documentation will be accurate to the best extent possible given the quality of the provided source material (audio, video, or live event).
3. Client Satisfaction First – Our priority is ensuring client confidence and satisfaction. Whenever possible, we aim to resolve concerns through revisions or clarifications before considering refunds.

Refund Eligibility

Refunds may be considered in the following situations:

• Service not delivered: If, due to technical issues, scheduling errors, or unforeseen circumstances, the promised service was not delivered at all.
• Significant deviation from agreement: If the delivered service substantially differs from what was agreed upon in writing (for example, missing sections of an event, incomplete transcription, or failure to apply agreed formatting standards).
• Technical errors: If a system malfunction or error on our side results in unusable or corrupted files that we cannot promptly correct.

To request a refund, the client must submit a written request within 7 calendar days of delivery, clearly stating the reason and attaching supporting details.

Non-Refundable Cases

Certain circumstances do not qualify for refunds:

• Change of mind: If the client decides they no longer need the service after delivery, the completed work remains non-refundable.
• Low-quality source material: If the provided audio or video was unclear, heavily accented, noisy, or otherwise made transcription impossible to a high standard, we cannot be held responsible. In such cases, we will still deliver the best possible result, but refunds will not apply.
• Approved services: Once a service has been accepted, approved, or actively used by the client (e.g., publishing transcripts, distributing reports), it is no longer eligible for a refund.
• Scope changes: Requests for content outside the original scope (such as translating the transcript, reformatting into specific templates, or adding additional sections not originally agreed upon) are treated as new services, not refund cases.

Revisions and Corrections

We believe in improvement and refinement before resorting to refunds. For this reason:

• Minor corrections: Small fixes, such as correcting typos, speaker names, or formatting issues, will always be handled free of charge if reported within 3 days after delivery.
• Substantial revisions: If larger adjustments are needed but still fall within the original agreement (e.g., refining timestamps, clarifying misheard words), we will make them promptly without extra charge.
• Beyond the original scope: If the client requests additional edits that were not part of the original agreement (e.g., restructuring the transcript into an article or presentation), extra fees may apply, but the client will be informed and asked for approval before any work is done.

Processing Refunds

• If a refund is approved, the amount will be processed within 10 business days via the same payment method originally used.
• The exact time frame for funds to appear in the client’s account depends on the bank or payment provider, which may add processing delays.
• In partial refund cases, a percentage of the fee will be retained to cover the portion of work already completed. For example, if half of an event was successfully transcribed, a 50% refund may apply.
• In cases of recurring or subscription services, refunds will only apply to the unused portion of the plan, not to work already delivered.

Dispute Resolution and Client Support

Our goal is always resolution through dialogue and cooperation:

• Clients are encouraged to first request a revision or clarification before applying for a refund.
• Our support team will carefully review all requests, examining transcripts, audio, and delivery records.
• If necessary, we may request additional information from the client to verify the issue (such as timestamps, examples, or notes).
• Every case is treated individually, with fairness and professionalism as the guiding principles.

Final Notes

By using ScriptEase Support services, clients acknowledge and accept that:

• Our responsibility is to deliver accurate and timely digital services within the agreed scope.
• Refunds are an exception, not a norm, and will only be granted under clear and justified circumstances.
• The fastest and most efficient way to resolve issues is through communication, and our team is always ready to assist.

We are dedicated to creating a positive experience and ensuring that your trust in our stenographic and secretarial support is fully justified.