Refund Policy

Policy Overview

This Refund Policy applies to all legal technology services offered by TERES, including AI-powered transcription, DASH platform access, and hearing support services. As an ISO-certified provider serving GAR 100 law firms globally, we are committed to service excellence and customer satisfaction.

Our refund policy reflects the specialized nature of legal proceedings and the resources allocated for time-sensitive transcription and document management services.

Refund Eligibility

Eligible for Refund

• Transcription not delivered within agreed turnaround time
• Billing errors or duplicate charges
• Technical failures affecting hearing recordings
• DASH platform outages exceeding SLA commitments
• Quality issues with transcription below 98% accuracy threshold
• Cancellation before transcription work commences

Not Eligible for Refund

• Transcripts already delivered and accepted
• Rush orders cancelled after work begins
• Poor audio quality provided by client
• Force majeure events affecting proceedings
• Completed e-discovery or document processing
• Interpretation services already rendered
• Custom hearing bundle preparation after delivery

Subscription Refunds

DASH Platform Subscriptions

Monthly DASH platform subscriptions are eligible for a full refund if cancelled within 7 days of initial activation. Annual subscriptions qualify for refund within 30 days. Refunds are prorated based on usage and stored document volume.

Transcription Service Packages

Pre-purchased transcription hours are refundable based on turnaround time selection:

• Real-time transcription: Non-refundable once session begins
• 1-day turnaround: 100% refund if cancelled within 2 hours of submission
• 2-day turnaround: 100% refund if cancelled within 6 hours of submission
• 7-day turnaround: 100% refund if cancelled within 24 hours of submission

Enterprise Agreements

Law firms and arbitration centers with enterprise agreements follow custom refund terms as specified in their Master Service Agreement. Minimum commitments typically apply.

Service-Specific Refunds

AI-Powered Transcription

• Full refund if delivery exceeds agreed turnaround time
• 50% refund for accuracy below 98% (with audio quality verification)
• No refund after client approval and download from DASH
• Rush orders (same-day) subject to 25% cancellation fee

Hearing Room Setup & Recording

• Full refund if cancelled 72 hours before hearing date
• 50% refund if cancelled 24-72 hours before hearing
• No refund within 24 hours (equipment already deployed)
• Force majeure exceptions for postponed proceedings

Electronic Hearing Bundles

• Full refund before document processing begins
• Prorated refund based on pages processed
• No refund after bundle uploaded to DASH platform
• Revision requests covered under service agreement

E-Discovery & Document Analysis

• Full refund before data ingestion begins
• 25% refund after initial processing
• No refund after analysis reports generated
• Custom pricing for large-scale reviews

Refund Process

How to Request a Refund

1. Submit a refund request through DASH platform or email
2. Include case reference number and service details
3. Provide audio quality assessment for transcription issues
4. Confirmation within 24 hours (Singapore time)

Processing Time

• Request review: 2-3 business days
• Approval/denial notification: Within 5 business days
• Refund processing: 5-10 business days after approval
• Bank processing: Additional 3-5 business days

Refund Methods

Refunds are issued to the original payment method. For bank transfers, additional information may be required. Cryptocurrency payments are non-refundable.

Cancellation Policy

Subscription Cancellation

Subscriptions can be cancelled at any time through the tenant dashboard. Cancellation takes effect at the end of the current billing period.

Immediate Cancellation

For immediate cancellation with service termination, contact support. This may affect refund eligibility.

Data Retention

Upon cancellation, case materials and transcripts are retained for 90 days in compliance with legal hold requirements. Data deletion follows ISO 27001:2022 certified procedures. Clients may request immediate deletion or extended retention.

Regional Considerations

European Union

EU consumers have a 14-day cooling-off period for digital services. This right is waived if service delivery begins immediately upon subscription.

United States

State-specific consumer protection laws may provide additional rights. California residents may have extended cancellation rights under state law.

Singapore & Asia-Pacific

As a Singapore-based provider at Maxwell Chambers, we comply with Singapore Consumer Protection laws. Australian law firms have additional rights under ACL. Hong Kong and other APAC jurisdictions receive localized support.

Other Regions

Local laws and regulations take precedence where they provide greater consumer protection than this policy.

Exceptions

Special Circumstances

We may consider refunds outside of this policy for exceptional circumstances including:

• Medical emergencies (with documentation)
• Death of account holder
• Natural disasters affecting service area
• Government-mandated service restrictions

Promotional Offers

Special promotional rates or discounted subscriptions may have different refund terms as specified at the time of purchase.

Enterprise Agreements

Enterprise and custom agreements may have specific refund terms that supersede this general policy.

Contact Information

For refund requests and inquiries: