What changed on 2026-08-21: added Section 1, item 5 clarifying how the used/unused rule applies to Monthly Pass billing cycles, and how it interacts with the wording on our Pricing page — no change to the core no-questions-asked rule for one-off purchases.
This policy explains when a payment made to eventsub — operated by Goh Zi Wei (sole proprietor, Malaysia; SSM registration no. not yet registered with SSM; registration is in progress) ("eventsub", "we", "us") — is refundable, how to request a cancellation or refund, and how long processing takes. It applies to all Pro access purchases for eventsub's live captioning and translation service.
1. The Refund Rule
Full refund, no questions asked — if your Pro access has not been used to run a single captioning session.
No refund — once at least one session has started under your purchase, in full or in part, even if the event ends early or you decide not to continue.
What counts as "used". A session is recorded on our system the moment captioning is started on the event screen for that access password or booking — i.e. a live session record is created and timestamped in eventsub's systems. It does not matter whether the session ran the full expected duration, whether translation was enabled, or whether attendees actually viewed captions. The presence of a session record for your account is the sole and final determinant of eligibility, on both sides: it is how you can check your own eligibility before asking, and it is what we check to decide your request.
Why this line, and not a partial-use one. Each session consumes real-time speech-recognition and translation capacity from third-party providers at the time it runs, and that cost is incurred in full once a session opens regardless of how long it lasts. We are not able to reverse or partially credit that cost after the fact, so the eligibility line is drawn at first use rather than at elapsed minutes.
The five-minute free trial does not count as a paid session and does not affect refund eligibility for a subsequent Pro purchase. Because the trial is provided free of charge, no payment is taken for it, and no refund ever applies to trial usage — refund eligibility only ever concerns paid Pro purchases.
Multi-session or multi-day bookings. If your purchase covers more than one session (e.g. a multi-day conference), the "used" threshold applies per purchase, not per session: once any one session under that purchase has started, the remaining unused sessions in the same purchase are no longer refundable. If you expect to need refund flexibility across separate days, purchase access separately per day.
Subscription billing cycles (Monthly Pass). Each Monthly Pass billing cycle's charge is treated as its own "purchase" for the purposes of this rule. If no session has been run within the current billing cycle, that cycle's charge is eligible for a full refund under this rule, even if a session was run in a previous cycle. Once any session has run within a billing cycle, that cycle's charge is not refundable, regardless of how many further sessions follow in the same cycle. Cancelling a Monthly Pass stops the following cycle's renewal charge; it does not by itself entitle you to a refund of the current cycle — that still depends on whether a session has run in the current cycle, per this item.
2. Cancelling Before Your Event
You may cancel any time before your first session starts and receive a full refund under Section 1.
To cancel, contact us through either channel below with your booking/payment reference:
We will confirm your cancellation and refund eligibility by reply within 1 business day of your request.
3. How to Request a Refund
Send a refund request via WhatsApp (+60 11-5180 5808) or email (gohziwei123@gmail.com) including your name/organisation, the payment reference or receipt, and the event date.
We will check our session records for that access password/booking to confirm whether any session has started.
If no session has started, we will process a full refund to the original payment method.
If a session has started, the request is not eligible under Section 1 and will be declined; we will explain the specific session timestamp found on our records so you can see the basis for the decision.
4. Processing Time
Step
Timeframe
Acknowledgement of your request
Within 1 business day
Eligibility check against session records
Within 2 business days
Refund issued to original payment method (if approved)
Within 7 business days of approval (target; actual credit-back time also depends on your bank/card issuer)
Refunds are returned to the original payment method used at checkout (card, FPX, or other method processed via our payment gateway). We do not issue refunds in cash or to a different account.
5. Non-Refundable Circumstances
Any purchase where at least one session has already started, as described in Section 1.
Dissatisfaction with caption or translation accuracy after a session has run — see the accuracy disclaimer in our Terms of Service; captioning and translation quality is not a basis for refund once a session has started.
Failure to use purchased access before its stated expiry or event date, where the failure to use it was not due to an error on our part.
Issues caused by the customer's own equipment, internet connection, microphone, or venue setup.
6. Service-Side Issues
If a session could not run, or was materially disrupted, due to a fault on eventsub's side (e.g. our platform being unavailable), contact us as soon as possible with the event details. We will review server-side logs for the session and, where our platform is confirmed to be at fault, may issue a full or partial refund or credit at our discretion, even if a session record exists. This is assessed case by case and is separate from the standard rule in Section 1. This section also applies where a Force Majeure Event under Section 10 of our Terms of Service prevents a scheduled session from running.
7. Changes to This Policy
We may update this policy from time to time. The version in effect at the time of your purchase applies to that purchase. Material changes will be reflected by an updated "Last updated" date below.
8. Disputes About a Refund Decision
If you disagree with a decision made under Section 3 or Section 5, you may request a second review by replying to our decision with any additional context, such as evidence relevant to a service-side issue under Section 6.
We will complete a second review and respond within 5 business days of receiving your reply.
If the dispute remains unresolved after this second review, it is handled under the governing law and dispute resolution process in Section 13 of our Terms of Service.