VoCalm Refund Policy

This Refund Policy explains the circumstances under which you may be eligible for a refund of your VoCalm time credit purchases, how to request a refund, and the process we follow to evaluate and process refund requests.

This Refund Policy is incorporated into and forms part of our Terms of Service. By purchasing time credits from VoCalm, you agree to this Refund Policy.

• Contact: [email protected]
• Website: https://vocalm.io

1. Overview and Scope

VoCalm's Credit System

VoCalm operates on a time-based credit system rather than a traditional subscription model:

• Credits are measured in time units (hours, minutes, seconds)
• Credits are purchased as one-time purchases, not recurring subscriptions
• Credits are consumed when you use the Service
• No automatic renewals or recurring charges

Available Plans

2. Understanding VoCalm Credits

How Credits Are Used

Credit Lifecycle

• Credits are added to your account immediately upon payment confirmation
• Credits are available for use as soon as they appear in your balance
• By default, credits do not expire
• Credits cannot be transferred between accounts
• Credits cannot be converted to cash except through eligible refunds

3. Refund Eligibility Criteria

Full Refund Eligible Circumstances

You may be eligible for a full refund in the following circumstances:

Technical Failures

• Widespread service outage preventing credit usage
• Complete system failure preventing access to purchased features
• Payment processed but credits not added to your account

Documentation Required: Description of the issue, date/time, screenshots or error messages

Unauthorized Charges

• Unauthorized transaction on your payment method
• Evidence of account compromise leading to unauthorized purchase
• Multiple charges for a single intended purchase

Service Not as Described

• Features advertised are not available or functioning
• Purchased credit amount differs from what was added to account
• Timeframe: Within 7 days of purchase for unused credits

Partial Refund Eligible Circumstances

Unused Credits

Eligibility:

• Credits purchased but not used (or partially used)
• Request made within 30 days of purchase
• No Terms of Service violations

Calculation Formula:

Refund Amount = (Unused Seconds ÷ Total Purchased Seconds) × Purchase Price

Example:

• Purchased: Practitioner Plan (2 hours / $14.99)
• Used: 45 minutes
• Unused: 1 hour 15 minutes (75 minutes)
• Calculation: (75 min ÷ 120 min) × $14.99 = $9.37 refund

Quality Issues

Persistent Technical Problems:

• Repeated audio quality issues affecting multiple sessions
• Consistent transcription failures
• Narration generation failures affecting service usability

Requirements: Issue must be reported within 30 days, documented with examples, and reproducible

NOT Refund Eligible

The following circumstances are not eligible for refunds:

Used Credits - Normal Use

• Sessions completed successfully
• Narrations generated without technical issues
• Credits consumed through normal, intended use
• Subjective dissatisfaction with session content or AI responses
• Personal preference or buyer's remorse after using credits

User-Caused Issues

• Poor internet connection or network problems
• Device incompatibility or outdated browser
• Microphone permission denied or hardware issues
• User error (e.g., accidentally ending session early)

Time Elapsed

• More than 30 days have passed since purchase (for partial refunds)
• More than 60 days have passed since purchase (for any refund)

4. Refund Request Process

Step 1: Contact Support

Email: [email protected]
Subject Line: "Refund Request"

Include in your email:

1. Account email address (used for VoCalm authentication)
2. Purchase date and transaction ID (from payment confirmation)
3. Amount paid and plan purchased
4. Detailed reason for refund request
5. Description of any issues experienced
6. Supporting documentation (screenshots, error messages, etc.)

Step 2: Review Process

Timeline: Support team reviews requests within 2-3 business days

Review Steps:

1. Verification of account, purchase details, and credit usage
2. Investigation of any technical issues or claims
3. May request additional information
4. Internal review of logs and system records

Step 3: Decision Notification

Approval Decision:

• Refund amount calculated and communicated
• Processing timeline provided
• Unused credits may be removed from account

Denial Decision:

• Explanation of why refund was denied
• Reference to specific policy provisions
• Alternative options (if applicable)

Step 4: Refund Processing

If approved:

1. Unused credits removed from account balance
2. Refund initiated through Stripe payment processor
3. Refund processed to original payment method
4. Confirmation email sent with refund details

5. Processing Timeline and Methods

Refund Processing Timeline

Refund Methods

• Primary Method: Refunds processed through Stripe to original payment method
• Same credit/debit card or payment method used for purchase
• If original payment method unavailable, contact support for alternatives

6. Special Circumstances

Medical Emergency or Hospitalization

User unable to use service due to medical emergency or hospitalization may be eligible for refund with appropriate documentation (medical note, hospital discharge papers). Contact [email protected] with subject "Special Circumstances - Medical".

Service Discontinuation

If VoCalm permanently discontinues the Service:

• Minimum 30 days advance notice provided
• All unused credits automatically refunded
• 100% of unused credit value refunded
• No request necessary (automatic processing)

7. EU Consumer Rights

14-Day Withdrawal Right

Under EU Directive 2011/83/EU, consumers in the European Economic Area (EEA) have the right to withdraw from distance sales contracts within 14 days without giving a reason.

Application to VoCalm:

• Eligible Users: Residents of EU/EEA member states
• Withdrawal Period: 14 calendar days from date of purchase
• Partial Use: Proportional refund available for partially used credits

Proportional Refund Formula:

Refund = Purchase Price × (Unused Credits ÷ Total Credits)

How to Exercise Your Withdrawal Right:

1. Email: [email protected]
2. Subject: "EU Withdrawal" or "EU Right of Withdrawal"
3. Include: name, email, purchase date, transaction ID, country of residence
4. Refund processed within 14 days of receiving withdrawal notice

8. Chargebacks and Disputes

Contact Us First

We strongly encourage you to contact VoCalm support before initiating a chargeback with your bank or payment provider.

Why Contact Us First:

• Most issues can be resolved quickly through support
• Chargebacks may result in account suspension
• Chargebacks incur fees that may affect your refund amount
• Faster resolution through direct communication

Chargeback Consequences

If You File a Chargeback:

• Account access suspended immediately pending investigation
• Credits frozen and unavailable for use
• Investigation initiated by VoCalm

9. Contact Information

Refund Inquiries

• Email: [email protected]
• Subject Line: "Refund Request" or "Refund Inquiry"
• Response Time: 2-3 business days
• Business Hours: Monday-Friday, 9:00 AM - 5:00 PM EET (Eastern European Time)

Summary

This Refund Policy provides clear guidelines for refund eligibility and procedures for VoCalm's time-based credit system. Key points:

• ✅ Full refunds for technical failures, unauthorized charges, or unused credits (within 7 days)
• ✅ Partial refunds for unused portions (within 30 days)
• ✅ Special circumstances considered (medical emergencies, service discontinuation)
• ✅ EU consumers have 14-day withdrawal right with proportional refunds
• ❌ No refunds for used credits, user-caused issues, or Terms violations

Questions? Contact [email protected]

BY PURCHASING TIME CREDITS FROM VOCALM, YOU ACKNOWLEDGE THAT YOU HAVE READ, UNDERSTOOD, AND AGREE TO THIS REFUND POLICY.

Related Documents

• Terms of Service - Complete terms governing your use of VoCalm
• Privacy Policy - How we collect, use, and protect your information
• Legal Disclaimer - Additional disclaimers about service limitations