Refund policy

The short version

If you bought credits within the last 14 days and no session has drawn on them, write to us and we refund the purchase in full. No form, no reason required.

Once a session has spent even part of that purchase, it is no longer refundable. That is what the free hour is for: you get an hour of real session time on signup, before any card is involved, so nobody has to buy CueStream to find out whether it works on their machine.

What you are actually buying

Credits, in one-time packages. There is no subscription, nothing renews, and we do not keep a card on file to charge later. You buy a package, the credits land in your account, and that is the end of the transaction until you choose to buy another. See pricing for the current packages.

One credit is one hour of live session coverage, metered in 10-minute blocks as you use it. Purchased credits never expire, so an unused balance is not something you lose by waiting.

When you get a full refund

Both of these have to be true:

• You are within 14 days of the purchase.
• No session has drawn on that purchase. The credits are exactly as they arrived.

Then the whole payment goes back, to the card or method you paid with. We do not ask why, and asking does not affect your account or anything else you have bought.

When we cannot refund

Once a session has spent any of the purchase, the package is final. A single 10-minute block counts. This is not a technicality we hide behind: live session time is bought from speech-to-text providers at the moment it runs, so it is already spent by the time you have finished the interview, and there is nothing left to return.

Nor can we refund a purchase older than 14 days, credits you were given rather than bought (the free hour and any referral bonus have no cash value), or a balance you would simply rather have as money. Credits do not expire, so an unused one keeps working whenever you come back to it.

An answer you did not like is not a fault. CueStream puts a suggestion on your screen in real time; what you do with it in the room is yours, and we make no promise about the outcome of any interview.

If something actually went wrong

The rules above are about changing your mind. They are not how we handle a failure. If the app did not transcribe, answers never arrived, a session was billed that you never ran, or you were charged twice, that is on us and the 14 days do not apply. Write in, tell us roughly when it happened, and we will put it right with a refund or replacement credits, whichever suits you.

Your statutory right of withdrawal

If you are a consumer in the EU or the UK, you have a legal right to withdraw from an online purchase within 14 days, and nothing on this page takes it away.

There is one thing worth knowing about how it interacts with credits. When you start a session, you are asking us to begin supplying the service immediately, and under the same consumer rules the right of withdrawal falls away to the extent the service has already been performed. In practice that lands in the same place as the policy above: untouched purchase, full refund; session already run, that part is performed. Depending on where you live you may have further rights that override this page, and where they do, they win.

How to ask

Email support@cuestream.app from the address on your account, and say roughly when you bought and which package. We reply within 3 business days.

An approved refund goes back through Stripe to your original payment method. Stripe and your bank decide how fast it settles from there, which is usually 5 to 10 business days. The matching credits come off your balance when the refund is issued.

If you are thinking about a chargeback, please write to us first. A dispute takes weeks and locks the account while the bank decides; the email above is faster in every case we have seen.

Changes to this policy

We update the date at the top when this changes. The version that applies to any purchase is the one that was published on the day you bought.

Anything not covered here, or a case that does not fit any of it, still goes to support@cuestream.app. We would rather answer an awkward question than have you guess.