Billing, cancellation & refunds
Everything billing lives in Settings → Billing, including the plan cards and checkout.
On this page
How do I change plans or buy more credits?
Pick a plan from the plan cards in Settings → Billing (checkout is handled by Stripe). Moving up to Pro takes effect at once: the extra credits arrive straight away, and the price difference for the rest of the month is on your next invoice. Moving down to Starter takes effect when the period you’ve paid for ends: you keep Pro and its credits until then, and Keep Pro on the Billing page cancels the change before that date. Need more credits without changing plans? Credit packs never expire: Small (30,000 credits / €19), Medium (100,000 / €55), Large (300,000 / €149).
How do I cancel?
Cancel anytime from billing settings, with no questions and no exit fees. You keep your plan, its features and its remaining credits until the end of the period you’ve paid for, then drop back to Free. Cancelling stops the next payment but doesn’t refund the current one.
When can I get a refund?
When something went wrong on our side. Email support@transept.ai during the billing period it happened in, tell us which document or payment it concerns and what went wrong, and we check it against the job or payment record. If a single job went wrong, we usually return the credits it used. We refund a payment when:
- A technical fault blocked your work and we couldn’t fix it within 3 business days: a job that failed or stalled, a file that wouldn’t import or export, or output that’s plainly defective (the wrong language, passages missing or left untranslated, garbled text, lost formatting).
- We charged you by mistake: a double charge, a renewal after you cancelled, or the wrong amount.
What happens to my top-up credits if I cancel?
Credits you bought in a credit pack aren’t forfeited — they stay on your account and still never expire. Unused monthly plan credits stay usable until the end of the period you’ve paid for and then lapse, the same way they reset at the end of any billing cycle.
If I cancel, do I lose my documents and translations?
No. Cancelling keeps paid features until the end of the current billing period and then drops you to Free. Your documents, translations, glossaries, and styleguides are retained until you delete them or delete your account.
What if I just don’t like how a translation reads?
A preference for different wording or style isn’t grounds for a refund, which is why the Free plan gives you 5,500 credits a month to try the quality before you pay. Output that is actually defective, such as the wrong language or missing passages, counts as a fault: tell us, and we fix it, return the credits, or refund.
Can I withdraw from a purchase within 14 days?
Yes, if you’re a consumer in the EU. You can withdraw from a plan or a credit pack within 14 days of buying it, without giving a reason, by emailing support@transept.ai. Because you ask us at checkout to start right away, we refund what you paid minus the share of its credits you’ve already used. Purchases made for a business aren’t covered. The Terms of Service have the details.
Does Transept store my card details?
No. Stripe handles all card data under PCI DSS Level 1, and Transept never sees or stores full card numbers. Stripe is listed as Transept’s payments sub-processor at /subprocessors.
Will I be told before the price changes?
Yes. Transept notifies you of any pricing change at least 30 days in advance.
Still stuck? Ask Literess in the app, or write to support@transept.ai.