Refund & Dispute Policy
This Refund & Dispute Policy explains how refunds work for Symbols (credits) and how we handle disputes and chargebacks.
1. Key rules (summary)
- Unused Symbols: refundable within 30 days from the payment date (subject to the conditions below).
- Used Symbols: non-refundable.
Nothing in this Policy limits mandatory refund rights that may apply under law.
2. Eligibility for a refund
You may request a refund if all of the following apply:
- Your request is submitted within 30 days from the payment date.
- The refund request concerns Symbols that were not used (not spent). If you used part of a top-up, only the remaining unused portion may be refundable.
- We can reasonably verify the payment and the account balance/transactions.
3. What “unused Symbols” means
“Unused Symbols” means the remaining balance of Symbols that have not been spent on Service usage as of the time we review your request. Used Symbols are considered delivered/consumed and are non-refundable.
4. Non-refundable cases
- Symbols already used (spent) for translation/voice/image features.
- Abuse or fraud (including chargeback abuse or repeated refund attempts).
- Requests that cannot be verified with sufficient information.
5. How to request a refund
Please use the in-site “Contact Developer” form (footer) (the “Support Form”) or email us at hello@istranslate.com.
To help us locate your payment, include:
- Your Telegram ID (if you paid via Telegram) or the account identifier you used.
- The payment date (required).
- If available: payment provider (Stripe / Telegram), amount, and any payment/order identifier.
6. Processing time
We aim to respond and process eligible refunds within a reasonable time, typically within 10 business days after receiving the required information.
7. Refund method
- Stripe payments: refunds are processed to the original payment method via Stripe where possible.
- Telegram payments (Tribute / Stars): refunds (if approved) may be processed via the applicable Telegram/Tribute/Stars mechanisms where available and permitted by the provider’s rules. If the original refund method is not technically available, a refund may not be possible; where allowed by law, we may offer a reasonable alternative (for example, restoring unused Symbols) by agreement.
8. Disputes and chargebacks
If you have a billing issue, please contact us first (Support Form or email). Chargebacks increase costs and may lead to account restrictions.
When responding to disputes/chargebacks, we may provide evidence such as:
- payment confirmation records from the provider;
- account crediting logs (top-ups);
- usage logs (debits/spending of Symbols);
- support correspondence.
