Refund Policy

Last updated: April 16, 2026

This Refund Policy applies to subscription payments made to Buir Lake Laboratories Limited for the Vox service. It should be read together with our Billing Policy and Terms of Service.

1. General Position

Vox is a subscription service billed monthly. As a general rule, subscription fees are non-refundable once a billing period has begun, because the service is made available to you from the moment of payment and you can use it throughout the period you have paid for.

We recognise, however, that there are specific circumstances where a refund is fair and appropriate. Those circumstances are listed in Section 2 below.

2. Circumstances Where a Refund Is Available

2.1 Duplicate Charges

If you are charged more than once for the same billing period due to a technical error, you are entitled to a full refund of the duplicate charge. We will process this automatically if we detect the duplication, but you should also contact us if you notice it on your payment statement before we do.

2.2 System Errors

If a confirmed error on our side prevented you from using the service for a material portion of your billing period and the issue was not resolved within a reasonable time, you may request a full or partial refund for that period. A "system error" means a confirmed, server-side service failure — not poor transcription quality in a single session, network issues on your local connection, or a temporary outage of less than 24 hours. We will assess each request on its merits.

2.3 First Subscription — Minimal Usage Within 7 Days

If you subscribe for the first time to a paid plan, and you request a refund within 7 calendar days of the subscription start date, and your total usage during that period was minimal (under 10 minutes of processed audio), we will issue a full refund as a courtesy. This applies once per account and is intended as a goodwill gesture for users who subscribed and then discovered the product was not suitable for their needs before making meaningful use of it.

After 7 days, or if usage exceeded 10 minutes, the general no-refund position applies even on a first subscription.

3. Circumstances Where a Refund Is Not Available

The following situations are not eligible for refunds:

• Normal usage periods: You used the service as intended during the billing period, regardless of whether you later decided you no longer need it.
• Change of mind after extended use: You used the service substantially and then decided you preferred not to continue the subscription. Cancellation for future periods is always available; a refund for a period already in use is not.
• Forgetting to cancel: Renewal charges issued after a billing period begins are not refundable on the basis that you forgot to cancel before the renewal date.
• Dissatisfaction with AI output quality: AI transcription and polishing quality is inherently variable. Dissatisfaction with the quality of a particular session's output is not grounds for a refund, provided the service functioned correctly.
• Downgrade requests: Choosing to downgrade to a lower plan does not entitle you to a refund for the current period. The downgrade takes effect at the next billing period.
• Free plan: There is no charge for the Free plan, and no refund applies.

4. How to Request a Refund

To request a refund, email support@buirlake.com with the subject line "Refund Request". Please include:

• The email address associated with your Vox account.
• The date of the charge you are disputing (as shown on your payment receipt or bank statement).
• The reason for the refund request, referencing the applicable circumstance in Section 2.

Refund requests must be submitted within 30 calendar days of the charge in question. We cannot process requests for charges older than 30 days.

5. Review Process and Timeline

We will acknowledge your request within 2 business days. A decision will be communicated within 5 business days of receipt. If the request is approved, the refund will be initiated promptly. Refunds are issued via the original payment method used at the time of the charge. Depending on your card issuer or payment provider, the refund may take an additional 5 to 10 business days to appear on your statement after we initiate it.

6. Refund Currency

Refunds are issued in the same currency as the original charge. If you were charged in a local currency equivalent to USD, the refund will be in that local currency at the exchange rate used for the original charge. We do not compensate for exchange rate fluctuations between the charge date and the refund date.

7. Statutory Rights

Nothing in this policy limits any rights you may have under applicable consumer protection legislation in your jurisdiction. If applicable local law provides for refund rights beyond those described here, those rights are not affected by this policy.

8. Contact

For any refund enquiry, contact us at support@buirlake.com. We will always try to handle your request fairly and promptly.