Refunds & Cancellation

Subtitl is a digital product. Your Licence is issued and usable the moment your payment succeeds, so purchases are generally non-refundable. This page sets out exactly when we do refund, how the Monthly plan renews, and how to cancel it. It forms part of our Terms & Conditions.

1. The private beta and trials

1.1 Beta access is free and by invitation, so there is nothing to refund. A Beta Licence lasts for the period stated when it is issued and may be ended early (see the Terms, section 5).

1.2 We do not offer free trials of the paid plans. If you are unsure whether Subtitl fits your workflow, email [email protected] before buying. We will answer honestly, including telling you if it is not a good fit.

2. Lifetime Licence (one-time purchase)

2.1 The Lifetime Licence is a single, one-time charge. The amount and currency are shown at checkout and recorded on your invoice. It never renews.

2.2 Once a Lifetime Licence has been delivered to your account, it is not refundable, except as set out in section 4. Delivery happens immediately on successful payment. There is no cooling-off period and no partial refund.

3. Monthly plan (recurring subscription)

3.1 The Monthly plan is a recurring subscription. When you subscribe, you authorise us to charge your payment method automatically each month, until you cancel, the amount shown at checkout. That amount and its currency appear on your invoice and your account page.

3.2 How to cancel. Cancel at any time from the Plan section of your account. No email or reason is needed. You can also email [email protected] and we will do it for you.

3.3 What cancelling does. All future charges stop. You keep access until the end of the billing month already paid for, and then the subscription ends.

3.4 No refund for the current month. Because you keep access for the month you paid for, we do not refund or pro-rate it when you cancel, and we do not refund unused days.

3.5 If a renewal surprises you. If you meant to cancel and a renewal went through, email us promptly. We are not obliged to refund a validly authorised renewal, but we would rather treat an honest mistake fairly. Tell us what happened and we will look at it.

3.6 Failed renewals. If a monthly charge fails, our payment gateway may retry it. If it keeps failing, the subscription ends and access stops. You can subscribe again at any time, at the price then current.

3.7 Price changes. A new Monthly price applies only from a billing month that starts after we have told you about it, never retroactively. You can cancel before it takes effect.

3.8 Changing your Device count. An increase takes effect immediately, so you get the extra Devices straight away. Because of that, the changeover charge is not refundable once the change is applied. This is true whether the charge was collected by our payment gateway as part of a direct mandate update, or calculated and shown by us for UPI Autopay (see clause 3.9). A decrease is not charged, so there is nothing to refund. You keep your current Devices until the end of the period already paid for.

3.9 An unfinished Device-count change. Where your mandate cannot be changed (UPI Autopay, for example), a Device-count change needs you to approve a new mandate in your payment app (see the Terms, clause 9.7). If you have paid the pro-rata amount but do not complete the approval, the change never takes effect. You can cancel it from your account page and have that amount refunded in full, at any time before you approve. If you were charged and neither the change nor the refund appears, contact us. Do not pay a second time.

3.10 The Monthly credit against a Lifetime Licence. When you move from Monthly to Lifetime, the unused part of your current billing period is credited against the Lifetime price (see the Terms, clause 9.8). The credit reduces what you pay for the Lifetime Licence. It is not a cash refund and cannot be paid out separately or carried over. If you later receive a refund of that Lifetime Licence under section 4, the refund is of the amount you actually paid.

4. When we do refund

We refund a paid purchase in the situations below, assessed case by case on the facts. An unfinished Device-count change is refunded under clause 3.9 instead.

4.1 Delivery failure. Your payment succeeded but you did not receive a working Licence: it never appeared in your account, or it cannot be activated for a reason on our side. We will first try to fix it, because a Licence can usually be issued or repaired. If we cannot give you a working Licence, we refund the payment in full.

4.2 Duplicate charge. You were charged twice for the same purchase. We refund the duplicate.

4.3 Verified unauthorised charge. A payment was made with your card or account without your permission, and this is verified with our payment gateway. We refund it.

4.4 Does not work on a supported system. All three of these must apply:

• you tell us within 7 days of buying that the Software does not work at all;
• your computer and Host Application meet the requirements published on our download page at the time you bought; and
• we cannot make it work within 15 days of your report.

In that case we refund the purchase and end the Licence. We may ask for diagnostic details to investigate.

4.5 What we do not refund. These situations are not covered:

• a change of mind;
• buying the wrong plan or too many Devices;
• a computer or Host Application that does not meet the published requirements (they are on the download page before you buy);
• caption accuracy on difficult audio;
• features you expected but that were never advertised as included;
• Licences ended under the Terms for breach or fraud; and
• problems caused by a later change to macOS, a Host Application or your hardware, by Apple, Adobe or anyone else (section 7).

5. How to raise a case

5.1 Email [email protected] from the address you used to buy, with "Refund" in the subject line, and include:

• the payment reference or order ID from your confirmation;
• the date and amount of the payment;
• which plan you bought; and
• what happened. For a technical problem, include what you see and any error message the Subtitl Manager app or plugin shows.

5.2 We will acknowledge your request within 48 hours and aim to resolve it within one month. A delivery problem is usually fixed by issuing a working Licence rather than by a refund.

5.3 Approved refunds go back to the original payment method through our payment gateway. Your bank or card issuer decides how long it takes to appear, commonly 5 to 10 business days.

6. Chargebacks

If you think a charge is wrong, please contact us first. We can almost always fix it faster than a bank dispute. While a chargeback is open, we may suspend the Licence it relates to. If a chargeback is made without good reason, or after you were refunded, we may end the Licence and the account (see the Terms, section 19).

7. If Subtitl changes or is discontinued

7.1 Changes by other companies. Subtitl runs inside software and hardware made by Adobe and Apple, which they can change without warning. If such a change stops Subtitl working, we will make reasonable efforts to restore it, but it is not a ground for a refund.

7.2 Discontinuation. If we ever stop Subtitl permanently, the Terms (section 8) set out what we will do. We will give at least 90 days' notice where practicable. Monthly subscriptions stop charging, with access to the end of the paid month. For Lifetime Licences, we will use reasonable efforts to release a final version that keeps working without our servers. Discontinuation is not in itself a ground for refunding a Lifetime Licence.

8. Your statutory rights

Nothing on this page limits any right you have under the Consumer Protection Act, 2019 or other law that cannot be excluded by agreement. Where such a right applies, it applies whatever this policy says.

9. Contact and grievances

Utkarsh Singh (sole proprietor and grievance officer), trading as Subtitl
Muzaffarnagar, Uttar Pradesh, India
Email: [email protected]. We aim to respond within 2 business days.

Full contact details are on our Contact page. See also our Terms & Conditions. Earlier version: Refund Policy of 1 August 2026.