Refund & Cancellation Policy
Effective and last updated: October 15, 2026 · PullSubtitle (www.pullsubtitle.com)
This policy explains how to cancel a PullSubtitle subscription and when you can get a refund. It forms part of our Terms of Service. Orders are processed by our online reseller & Merchant of Record, Waffo Pancake, who also handles order-related inquiries and returns.
1. Try before you pay
Every account starts on the Free plan with free credits, so you can test PullSubtitle on real videos before subscribing. Videos without captions or speech never use credits. Please use the Free plan to check that your videos work before buying a subscription.
2. Cancelling your subscription
You can cancel at any time, and it only takes a moment:
- Sign in and open your Dashboard.
- Under Current plan, click Cancel subscription and confirm.
You can also email contact@pullsubtitle.com from your account email and we will cancel it for you within 2 business days.
After you cancel: - your plan and remaining credits stay active until the end of the period you have already paid for; - you will not be charged again; - when the period ends, your account moves to the Free plan and unused plan credits expire.
Cancelling does not by itself refund the current period; see below for when refunds apply.
3. When you can get a refund
Because PullSubtitle is a digital service delivered immediately, subscription fees are generally non-refundable once a billing period has started, except in these cases:
| Situation | What you get | Conditions |
|---|---|---|
| New subscriber guarantee | Full refund of your first payment | Requested within 7 days of the first charge, and no more than 20% of that cycle's plan credits used (100 on Starter, 300 on Pro) |
| Annual plan, within 7 days | Full refund | Same 20% usage condition |
| Annual plan, within 30 days | Pro-rated refund of unused months | At our discretion, when usage has been low |
| Duplicate charge or billing error | Full refund of the incorrect charge | Always |
| Service outage within our control of 72+ consecutive hours | Pro-rated refund or credit for the affected period | Always |
| Statutory consumer rights (e.g. EU/UK 14-day withdrawal) | As required by law | Where the law of your country applies |
4. What is not refundable
- Monthly renewals after the first payment, once the new period has started (cancel before the renewal date to avoid being charged).
- Annual fees requested more than 30 days after the charge.
- Credits on their own: credits have no cash value and are not refunded separately.
- Accounts suspended or terminated for breaching our Terms or Acceptable Use Policy.
- Situations outside our control, such as a platform removing a video or no longer exposing captions.
5. How to request a refund
Email contact@pullsubtitle.com from the email address on your PullSubtitle account with: - the date and amount of the charge (or the order ID from your receipt), and - a short reason for the request.
We acknowledge requests within 2 business days. Approved refunds are issued by our Merchant of Record, Waffo Pancake, to the original payment method and usually appear within 5–10 business days, depending on your bank. When a subscription payment is refunded, the related plan and its remaining credits end immediately.
6. Disputes
If something looks wrong on your statement, please contact us before opening a dispute with your bank. Most issues are resolved quickly, and disputes can delay a refund. Your card statement may show Waffo Pancake as the seller, because Waffo Pancake processes orders for PullSubtitle as our Merchant of Record.