Refund policy
Use this page to understand which billing situations belong in plan status, billing help, or support review.
Refund policy
This policy explains when you are charged, how to avoid a charge during your trial, our refund window for paid subscriptions, and how we handle duplicate or mistaken charges. It applies to XNN Translate (formerly StreamTranslate Studio) subscriptions provided by XNN LLC.
Every subscription starts with a 7-day free trial. If you cancel before the trial ends, your card is not charged at all. The first charge only happens when the trial converts to a paid subscription.
Cancel a paid subscription through the Stripe Billing Portal from your account billing page, or through support if the portal is unavailable; it then stops renewing and you keep access until the end of the period you paid for. If you are charged and want a refund, contact us within 14 days of that charge and we will refund it to your original payment method, typically within 5-10 business days.
If you see duplicate payments, a charge after you cancelled, or a clearly mistaken charge, contact support and we will investigate and refund any charge that should not have been made. Card payments are processed by Stripe, and refunds are issued back through Stripe to your original card.
Send a refund request through the support contact route with your account email, the plan, and the charge date. We confirm by email once the refund is issued.
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