Captioning Refund Policy

✓ The refund request is only valid within 15 days after the output is delivered to the client.

✓ A client may return the order with a quality issue, but will be subjected to additional fees: 30% for proofreading and 50% for rework (calculated based on the total cost).

✓ The returned order with a quality issue will be subjected to a round of proofreading.

✓ Files with Grade A (Excellent) and B (Good) are the ones only entitled for a refund.

✓ Refunds will be approved only if after proofreading, the captions or subtitles do not meet our usual standards for quality. A revised copy will need to be submitted by the client.

✓ Our refund policy does not cover orders that are rush or with Difficult quality videos.

✓ Our refund policy does not cover the returned order if the client approves that transcripts and/or translations first before we begin the captioning or subtitling.

✓ Our accuracy guarantee does not cover orders that are rush or with Difficult quality videos, which are also not eligible for any rework.

✓ The turnaround time starts only upon the completion of the payment, and not from the time of file upload.

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