Policy
Refund Policy
How refunds are reviewed for paid orders, failed payments, cancellations, and delivery problems.
Updated October 2026
Duplicate payments
If your order is paid more than once, the extra payment is refunded in full. You don't need to qualify for it: when we see a duplicate, our team refunds it and emails you to confirm. If you notice one first, email us with your order reference and we'll sort it out straight away.
Payments that didn't go through
A declined or cancelled payment is not charged, so there is nothing to refund. If your bank or provider shows a charge for a payment that our checkout reported as failed, contact us before paying again: we will confirm the payment with the provider and either apply it to your order or refund it.
Eligible review cases
Refund requests may also be reviewed for failed order starts, accidental payment, file issues identified before work begins, or a documented delivery problem. Each request is reviewed on its own facts.
Completed work
Completed transcription or caption work is reviewed case by case. Corrections are normally handled first, since a formatting or accuracy issue is often faster to fix than to refund.
How a refund is decided
Refunds are reviewed and approved by our team, not issued automatically. A refund can only be approved for a payment that has been verified as paid and has not already been refunded, and we ask for a written reason so we can review it properly.
Refund amount and method
An approved refund returns the full amount you paid for that order; we do not currently offer partial refunds. Refunds go back through the original payment method (your card or M-Pesa, through Paystack), not as store credit. If you were charged in Kenyan shillings, the refund is made in the same currency for the amount charged.
Provider timing
Bank, card, Paystack, or mobile money timing can vary after we submit a refund, usually from a few days up to a few weeks for cards. You will receive an email confirmation once it has been submitted.
How to request a refund
Email support@soundtoscript.com (or use the contact form) with your order reference and the reason for the request. We will confirm receipt and let you know the outcome, or what else we need, within a few business days.
Governing law
This policy is governed by the laws of the Republic of Kenya.