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 and plans
Minute packs are single charges: there is nothing to cancel, and their minutes stay on your account until you use them.
Plans (subscriptions: Plus, Premium or Ultra) renew automatically until you cancel. You can cancel at any time, in one step, in the billing portal on your account page. Cancellation takes effect at the end of the current paid period: no further charges are made, and the plan and its minutes stay available until then. Plan minutes still unused when the plan ends expire; pack minutes do not. A plan upgrade charges the prorated difference for the rest of the current period; that payment is refundable on the same terms as the plan itself — within 14 days of it, with the minutes already used deducted pro rata as set out in section 2.
14 days to change your mind. Consumers in the EU, the UK, Türkiye and applicable jurisdictions may withdraw from a plan within 14 calendar days of its first payment, without giving any reason. Because the service is digital and starts immediately after payment, by paying you agree that it begins right away. Your withdrawal right still applies: the plan minutes you have already used are deducted pro rata from the refund, as set out in section 2, and the refund is calculated on the amount you actually paid, including any introductory price. If you move from a monthly plan to a 3-month, 6-month or annual billing period, the same right applies again to the first payment for the longer period: you may withdraw within 14 calendar days of that payment, on the terms above.
3-month, 6-month and annual plans. These plans are paid in a single payment at the start of the period, and their minutes are added month by month. If you withdraw from one of them within the 14 days above, the months of the paid period that have not yet started are refunded pro rata, with the minutes already used deducted as in section 2. After those 14 days, cancelling the plan ends it at the end of the paid period; the remaining months are not refunded.
Apart from the cases above and service faults (section 6), cancelling a plan does not refund the period you are in; it ends the plan when that period ends.
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.