Refund Policy
How refunds work at VoxScriber: request via support, case-by-case analysis, return through the same payment method, and what happens to your cycles.
Refund requests are handled by support, on a case-by-case basis — there is no self-service refund button. This article explains how to request one, what is usually eligible, and what happens technically with your payment and cycles when a refund is approved.
How to request
Open a billing ticket
Go to /support/ticket, choose the billing category, and describe the case: which purchase, when, amount, and reason. If you have proof (e.g., duplicate payment), attach it.
Case analysis
The team checks the transaction on your internal statement: what was paid, how many cycles were credited, and how much has been consumed. Already-used cycles correspond to service provided — that's the main criterion in the analysis.
Executing the refund
Once approved, the refund is made through the same payment method used for the purchase. How long it takes for the money to appear depends on the card issuer or bank — it's not controlled by us.
What happens to your cycles
When the refund is confirmed by the payment processor, the corresponding cycles are removed from your balance:
- Partial refunds remove cycles proportionally to the amount returned;
- The removal never leaves your balance negative;
- Cycle reversal is not instant with the request — it happens when the refund confirmation arrives, automatically for card payments.
PIX is processed manually: automatic refunds cover card payments (Stripe). PIX payment refunds are executed manually by the team in the provider's dashboard — they can take longer than card refunds. If the purchase generated an invoice, the corresponding NFS-e also needs to be canceled (in some cases, with a manual write-off at the city hall).
What does not generate a refund
- Normal subscription cancellation — it already guarantees access until the end of the paid period, with no new charge; there is no refund of the current cycle;
- Consumed cycles — delivered transcriptions are service provided;
- Generic dissatisfaction without attempting support — technical issues almost always have a solution; talk to us first.
Paid twice by mistake or were charged incorrectly? These are the fastest cases to resolve — open the ticket with both receipts and the analysis is straightforward.
Frequently asked questions
How long does it take for the money to come back?
It depends on the payment method: card refunds follow the card issuer's timeline; PIX refunds are processed manually by the team. We don't promise a fixed time — follow up through the ticket.
I requested a refund — do I lose my cycles?
The cycles from that purchase, yes: when the refund is confirmed, they are removed proportionally to the amount returned (without leaving a negative balance). Cycles from other purchases are not affected.
I canceled my subscription — do I get the current month back?
Not automatically: cancellation keeps your access until the end of the paid period. Exceptional cases can be evaluated by support.
I used part of my cycles — can I still request a refund?
You can request one; the analysis considers usage. What has already been transcribed is service provided, so refunds tend to be proportional to the unused portion, at the analysis's discretion.
Does the refund cancel my invoice?
The NFS-e from the refunded purchase is canceled by the team. Depending on the city hall, cancellation may require a manual write-off, which takes a few days.
Keep learning
- How to cancel your subscription - End-of-cycle cancellation
- Statement and history - Check your transactions
- Invoice (NFS-e) - Cancellation and reissue of invoices
- Pay with PIX - How PIX purchases work
Didn't resolve your question? Open a ticket and we'll get back to you quickly.