Delivery & Refunds
How the files reach you, how to change your mind, and how the money comes back. Where the regulations set the words, the words are reproduced rather than paraphrased.
Every clause on this page is captioned. The clause is the wording, in the words that bind; the dark bar underneath it says the same thing the way it would be said out loud, exactly as a caption carries the sense of what was spoken. Where the two seem to differ, the clause is what applies, and we would rather you asked than worked around it.
This edition 16 September 2026
What arrives, and how
The files named in your order confirmation: an SRT file, a WebVTT file, or a copy of your video with the captions rendered into the picture, in whatever combination was ordered.
They arrive attached to an email, or as a download link where they are too large to attach. A link stays live for the period stated in the email carrying it, and a fresh one is issued free of charge if it lapses before you have the files. We send to the address on the order unless you tell us another one in writing beforehand.
Nothing is posted. There is no physical item in an order and therefore no delivery charge, no carrier and no tracking number.
Files by email, or a link if they are big. Nothing comes through the letterbox.
The date they are due
The date is in the written quotation and repeated in the order confirmation. It runs from the day your recording, your spellings and anything payable up front are all with us, not from the day of the enquiry.
Where no date has been agreed and you order as a consumer, the work is carried out within a reasonable time, as section 52 of the Consumer Rights Act 2015 requires. Every quotation settles a date before anything is transcribed, so that rule is a backstop rather than the normal route.
The date is in your quotation, and it starts counting when we have everything from you.
Nothing has arrived
- Check the address we have been writing to, and whatever folder your mail filter uses.
- Tell us at operations@subtitleflow.org and we send it again, to another address if you prefer.
- If it still has not reached you, set us a further reasonable period in writing. Where that passes as well, you may ask for a reduction in the price under section 56 of the Consumer Rights Act 2015, and where the failure is serious you may end the contract and have back everything paid for what was not supplied.
Tell us and we will send it again. If we still do not deliver, you can ask for money back for what you did not get.
How payment is taken
Prices are in pounds sterling (GBP). The quotation names one total, that total includes any tax due on it, and nothing is added to it afterwards.
Payment is by bank transfer against an invoice, by card, or through PayPal, on the secure payment link in the email we send. This website takes no payments and has no checkout: card details are entered on the payment provider's own page, are handled by that provider, and never reach us.
One figure in pounds, tax inside it. You pay by invoice or payment link, never on this site.
Changing your mind
If you order as a consumer you have 14 days from the day the contract is made to cancel, without giving a reason. The two blocks that follow set that out in the words the regulations lay down.
Two things are worth knowing before you read them.
- If you ask us to start inside those 14 days, you keep the right to cancel, and you pay a proportionate amount for the work done up to the moment you tell us.
- If you ask for files to be handed over straight away and give the consent described under Files handed over straight away, the right to cancel stops applying to those files once supply has begun.
Nothing else takes the right away, and we never ask anyone to give it up as a condition of ordering. On a business order the 14-day right does not apply, and cancellation works as the terms of service describe.
Consumers get a fortnight to change their mind. Asking us to start early does not cost you the right; it means paying for the part that was done.
Right to cancel
Statutory wordingYou have the right to cancel this contract within 14 days without giving any reason. The cancellation period will expire after 14 days from the day of the conclusion of the contract.
To exercise the right to cancel, you must inform us (SubtitleFlow LTD, 167-169 Great Portland Street, London, England, W1W 5PF, operations@subtitleflow.org) of your decision to cancel this contract by a clear statement (e.g. a letter sent by post, fax or e-mail). You may use the attached model cancellation form, but it is not obligatory.
To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.
Reproduced from the model instructions on cancellation in Schedule 3 to the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. The options the model footnotes are completed for a contract for services: the period runs from the day the contract is made, and our name, address and email are inserted where the model directs. The paragraphs the model provides for goods, their return and any deduction for handling them, are not reproduced, because nothing in an order is a physical item. Nothing else in the wording is altered.
A clear message saying you are cancelling is enough, and email counts. What matters is the day you send it, not the day it reaches us. The form the wording calls attached is set out further down this page, under Model cancellation form, and using it is optional.
Effects of cancellation
Statutory wordingIf you cancel this contract, we will reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).
We will make the reimbursement without undue delay, and not later than 14 days from the day on which we are informed about your decision to cancel this contract.
We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement.
If you requested to begin the performance of services during the cancellation period, you shall pay us an amount which is in proportion to what has been performed until you have communicated us your cancellation from this contract, in comparison with the full coverage of the contract.
Reproduced from the model instructions on cancellation in Schedule 3 to the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. The options the model footnotes are completed for a contract for services: the period runs from the day the contract is made, and our name, address and email are inserted where the model directs. The paragraphs the model provides for goods, their return and any deduction for handling them, are not reproduced, because nothing in an order is a physical item. Nothing else in the wording is altered.
Money back within 14 days of telling us, by the way you paid, with nothing deducted for the refund itself. The wording mentions delivery costs because the same model text covers sellers who post things; on an order here there are none to refund. If we had already started at your request, you pay for that part and the rest comes back.
Files handed over straight away
Our wordingWhere you buy digital material that is made available to you straight away, we ask for your express consent in the order confirmation: consent to the supply beginning immediately, and an acknowledgement that you will lose your right to cancel once supply has begun. If you give that consent and we begin to supply the material, the 14-day right to cancel no longer applies to it.
If you do not give that consent, we will not begin supplying the material until the 14-day cancellation period has ended, and you keep your right to cancel during that period.
Losing the right to cancel does not affect your legal rights if the material is faulty, not as described, or not fit for a purpose that you made known to us before you bought it. In those cases you may be entitled to a repair or replacement, a price reduction, or a refund under the Consumer Rights Act 2015.
This is our description of the position set by regulation 37 of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, under which the right to cancel is lost only where supply of digital content begins during the cancellation period with the consumer's express consent and acknowledgement. It is our wording, not the regulation's: there is no checkout on this site, so both the consent and the acknowledgement are taken in the written order confirmation instead.
Want the files immediately? Say so in writing when you accept the quotation, and you give up the right to cancel those files once they start coming. Say nothing, and we wait out the fortnight and you keep it. Either way, faulty files are still faulty files.
How to cancel
A clear statement is enough. Write to operations@subtitleflow.org, or post a letter to the registered office, saying who you are, what you are cancelling and when you ordered it.
The model form below may be used, but you do not have to use it. What counts is the day you send the message, so one sent on the fourteenth day is in time. Every cancellation is acknowledged in writing, so that you have a record of it.
One email is enough. The form is there if you prefer a form.
Model cancellation form
Statutory wordingTo SubtitleFlow LTD, 167-169 Great Portland Street, London, England, W1W 5PF, operations@subtitleflow.org:
I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]/for the provision of the following service [*],
Ordered on [*]/received on [*],
Name of consumer(s),
Address of consumer(s),
Signature of consumer(s) (only if this form is notified on paper),
Date
[*] Delete as appropriate.
The model cancellation form set out in Part B of Schedule 3 to the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, reproduced word for word, with our name, address and email inserted where the form directs. Copy it into an email, or print it and post it.
When the money comes back
- Within 14 days of the day we are told, and sooner where we can.
- By the same means you paid: a card payment to the card, a PayPal payment to the PayPal account, a transfer to the account it came from. Anything else only if you expressly agree to it.
- Free of charges. Nothing is deducted from a refund, by us or by the payment provider.
- Where you asked us to start during the cancellation period, we keep an amount in proportion to the work done up to the moment you told us, and return the rest. We show how that amount was worked out.
Back the way it came, inside a fortnight, with nothing taken off the top.
If the files are not right
These are the remedies the Consumer Rights Act 2015 gives a consumer. They apply whatever else is written on this site, and losing the right to cancel under Files handed over straight away does not touch them.
- The captioning, as a service. If it has not been carried out with reasonable care and skill, you may require repeat performance: the work done again, at no cost to you, within a reasonable time and without significant inconvenience (section 55). Where that is impossible, or is not done in a reasonable time, you may require a reduction in the price, of up to the whole of it (section 56).
- The files, as digital content. If they are not of satisfactory quality, not fit for a purpose you made known to us, or not as described, you may require a repair or a replacement; and where that is impossible, or is not done within a reasonable time and without significant inconvenience, a reduction in the price or, in the cases the Act provides for, a refund (sections 42 to 45).
- On a business order, we put right anything that does not match the order. Tell us within a reasonable time of handover and it is dealt with.
Whichever applies, the practical route is the same: write to operations@subtitleflow.org, name the file and say where it differs from what the order describes. A timecode is the quickest possible way to show us, because it takes us straight to the cue.
If the work is wrong, we do it again or give money back, depending on what is wrong. Send a timecode and we will be looking at the same thing you are.
Complaints
Write to operations@subtitleflow.org, or by post to the registered office. Every complaint is acknowledged in writing and answered in full within 14 days; where it needs longer, we say so inside those 14 days and say when to expect the answer.
We do not belong to an alternative dispute resolution scheme, so none is named here. If a complaint cannot be settled between us, you remain free to take the matter to court.
Write in, get an answer within a fortnight, and the courts stay open to you.
This edition
The date of this edition is at the head of the page. A changed page is published here carrying a new date, and the edition that applies to your order is the one in force on the day your order confirmation was sent. We send a copy of it on request.
Your order runs on the version that was live when you ordered.
Anything on this page that is not clear: write to operations@subtitleflow.org and we will answer it in writing. A term you do not understand is a term you have not agreed to.