1. The 14-day withdrawal right
Consumers in the EU, UK, Türkiye, and applicable jurisdictions have 14 calendar days from purchase to withdraw from a purchase without giving any reason. Any translation minutes you have already used are deducted pro rata, as set out in section 2 — using minutes does not cancel your withdrawal right.
2. How the refund is calculated
Because live AI translation performance begins immediately upon initiating a translation session, any translated minutes you have consumed are deducted, calculated pro rata against the amount paid. Completely consumed minute packs are non-refundable due to third-party AI infrastructure costs incurred.
Example: you bought a 600-minute pack and used 60 minutes — 10% of the pack. Your refund is 90% of the purchase price.
3. BYOK License (bring your own key)
The BYOK License is a one-time digital unlock that is activated on your account immediately after purchase and is delivered in full at that moment: from activation on, Voxis runs on API keys you obtain and pay for yourself, so there is no metered service left for us to deliver. For this reason the BYOK License is non-refundable once activated, to the extent permitted by applicable law — the 14-day withdrawal right lapses upon activation under the rules for immediately performed digital content. If activation fails and we cannot activate your license within a reasonable time, you are entitled to a full refund.
4. Store purchases (Microsoft Store)
Purchases made directly through the Microsoft Store or third-party app stores are subject to the respective store's refund terms. You must request refunds directly through your Microsoft Account order history. VoxisLive does not process direct refunds for store transactions.
5. Cancellations
There is nothing to cancel: VoxisLive sells one-time prepaid minute packs, so no subscription renews and there is no billing cycle to stop. Buying a pack is a single charge, and the minutes stay on your account until you use them. If a recurring plan is ever offered, its renewal and cancellation terms will be shown at checkout.
6. Service faults & Outages
If a verified server outage or technical system failure prevents service delivery (unrelated to local network configuration or third-party API rate limits), contact support within 7 days for a minute credit or pro-rata refund.
7. Breach of terms & Fraudulent chargebacks
Accounts or device hashes (device_hash) suspended or banned due to a breach of our Terms of Service (such as fraudulent activity, illegal wiretapping, or reverse engineering) forfeit all remaining minutes without refund. Initiating an unauthorized chargeback results in immediate account suspension and device banning.
8. How to request
Email [email protected] or use the contact page, including your account email and your payment receipt or order reference.