Policy
Terms of Service
Service terms for quotes, ordering, payment, delivery, acceptable use, and Premium ASR plans.
Updated October 2026
Service scope
Soundtoscript provides pay-per-minute transcription, caption, and formatting services for client-supplied audio, video, and supporting documents. Every order passes an automated first-pass draft, a human editor, and a separate QA check. A separate Premium ASR subscription, delivering transcripts produced by our automated production line with no human editing, launches with our new website; its terms appear below.
Client responsibilities
Clients are responsible for submitting files they are authorized to use, providing accurate order details, reviewing quotes before payment, choosing the right service and turnaround, and confirming any special formatting requirements before work begins.
Recordings you send us
You confirm that you have the right to share every recording and document you send us, and that the people recorded were told about, or agreed to, the recording where the law where it was made requires it (some places require every participant's consent). If a recording contains health or other sensitive information, you confirm you have a lawful basis to share it. We do not currently sign HIPAA Business Associate Agreements, so you must not send recordings containing US patients' protected health information. We act on your instructions for these files only to deliver your order, as described in our Privacy Policy.
Your content
You keep all rights in the recordings and documents you send us and in the transcripts and captions we deliver. You give us permission to use them only to quote, produce, check, deliver and support your order, and to keep the records described in our Privacy Policy. We do not use your recordings or transcripts to train AI models without your separate, written permission.
Quotes
Prices, quotes, receipts, and order records are in USD. When you add recordings to the upload form you see an instant estimate. After upload we measure each recording exactly; most quotes are then emailed automatically, usually within minutes, with a secure payment link. Recordings with difficult audio, recordings in a language other than English, rush orders over 60 minutes, and orders without a chosen service are reviewed by our team and quoted within 30 to 60 minutes during business hours (08:00–21:00 UTC). Prices are per billable minute (total audio rounded up to the next minute) with a $3.00 minimum order. A quote and its payment link are valid for 7 days.
Payment
Payment is made online through the secure link in your quote email, by card or M-Pesa through Paystack. You choose the method on the payment page and are taken to the provider's secure checkout to complete it. Prices and receipts are in USD; Paystack payments may be charged in Kenyan shillings at the exchange rate on the day of payment, and your receipt shows the USD amount. We never see or store your card details. One payment is taken per quote.
Payment confirmation
Work begins once the payment provider confirms your payment, and a receipt is emailed to you automatically. Most payments confirm within seconds. Some, such as mobile money or payments your bank checks further, can take a few minutes; the payment page shows that your payment is processing and updates on its own. While a payment is processing, please don't pay again: we hold new payments on the same order until the first one is settled, so you aren't charged twice.
Declined, cancelled, or interrupted payments
If a payment is declined or you cancel it, nothing is charged and your quote stays open until it expires, so you can try again with the same or another method. To protect you, we may briefly pause new payment attempts on an order after several unsuccessful tries. If money has left your account but your order still shows as unpaid, please don't pay again; email support@soundtoscript.com with your order reference and we will check with the provider and confirm.
Duplicate payments
If an order is ever paid more than once, we refund the extra payment in full to the method it was paid with, as described in our Refund Policy. We do not start or charge for additional work because of a duplicate payment.
Turnaround and add-ons
Standard delivery is 2–3 business days from confirmed payment. Rush delivery means delivery within 24 hours of confirmed payment and is charged at the service rate plus 50%. Timestamps (every 5 minutes, every 2 minutes, at each speaker change, or every 30 seconds) are currently included at no extra cost; any future charge for them will be shown in your quote before you pay.
File limits
Each order accepts up to 1 GB of audio or video and up to 100 MB of supporting documents. Larger jobs can be arranged by email.
Limitations
Turnaround estimates, formatting requests, and support responses may depend on file quality, duration, specialized terminology, and order complexity.
Acceptable use
You may not submit files you are not authorized to use, files that infringe another party’s rights, recordings made unlawfully or used to monitor someone without a lawful basis, or content submitted for an unlawful purpose. We may decline or suspend an order that violates this policy.
Limitation of liability
To the maximum extent permitted by law, Soundtoscript’s total liability for any claim arising from these services is limited to the amount paid for the order (or, for a subscription, the current billing cycle) giving rise to the claim. We are not liable for indirect, incidental, or consequential damages.
Data retention
Audio and video files are scheduled for deletion after 90 days, as described in our Privacy Policy. Order, payment, and receipt records are kept for accounting and legal recordkeeping.
Dispute resolution
Before filing a claim, contact support@soundtoscript.com so we can try to resolve the issue directly. Any dispute not resolved this way is subject to the courts and procedures of the Republic of Kenya.
Changes to these terms
We may update these terms from time to time. Material changes will be shown on this page with an updated date. Continued use of the service after a change means you accept it.
Governing law and contact
These terms are governed by the laws of the Republic of Kenya. Soundtoscript Transcription, Landhies H, Landhies Road, Nairobi CBD (Starehe), Kenya · support@soundtoscript.com.