Terms

1.⁠ ⁠TERMS AND CONDITIONS

1.1 Acceptance of Terms

These Terms and Conditions govern the provision of transcription services by our company. By accessing, engaging, or utilising our services, the client expressly agrees to be bound by these Terms and Conditions in full. If the client does not agree to any part of these Terms, the client must refrain from using our services.

1.2 Nature of Services

Our company provides transcription services which involve the conversion of audio or video content into written text through a combination of artificial intelligence technology and human transcribers and proofreaders. While every reasonable effort is made to ensure accuracy and quality, the client acknowledges and agrees that the service is subject to inherent limitations, including but not limited to audio clarity, background noise, multiple speakers, accents, and technical constraints. Accordingly, absolute or perfect accuracy is not guaranteed.

1.3 Client Responsibilities

The client is solely responsible for ensuring that all materials submitted for transcription are lawful, appropriate, and free from any content that may violate any applicable laws or regulations. The client further warrants that they possess all necessary rights, permissions, or authorisations to submit such materials for transcription. The company shall not be held responsible for any legal consequences arising from the content submitted by the client.

1.4 Payment Terms

All services are provided on a prepayment basis unless otherwise agreed in writing. Work shall only commence upon receipt of full payment. Any quotation provided is subject to change without prior notice and may vary depending on the complexity, quality, and duration of the audio or video file submitted.

1.5 Turnaround Time

Turnaround times provided by the company are estimates only and are dependent on the length, quality, and complexity of the content as well as the company’s current workload. While reasonable efforts will be made to meet the estimated deadlines, the company shall not be held liable for any delays caused by factors beyond its reasonable control.

1.6 Ownership and Intellectual Property

Upon full payment, ownership of the final transcript shall be transferred to the client. However, the company retains the right to retain copies of the work for internal quality control, training, and archival purposes. The company undertakes to maintain strict confidentiality in respect of all client materials and shall not disclose any such materials to third parties except where required by law or with the client’s prior written consent.

1.7 Confidentiality

The company shall treat all client information as confidential and shall take reasonable measures to safeguard such information. No client materials shall be shared with any third party without prior consent, except where required by applicable law.

1.8 Limitation of Liability

The company shall not be liable for any indirect, incidental, special, or consequential damages arising from the use of its services, including but not limited to loss of profits, business interruption, or loss of data. In any event, the total liability of the company shall not exceed the total amount paid by the client for the specific service in question.

1.9 Governing Law

These Terms and Conditions shall be governed by and construed in accordance with the laws of Malaysia. Any disputes arising out of or in connection with these Terms shall be subject to the exclusive jurisdiction of the courts of Malaysia.

⸻

2.⁠ ⁠CANCELLATION POLICY

2.1 Cancellation by Client

The client may request cancellation of an order at any time; however, the acceptance of such cancellation shall be subject to the stage of work completed at the time the request is made. Where cancellation is requested prior to the commencement of work, the company may, at its discretion, approve a full cancellation subject to administrative considerations.

2.2 Cancellation After Work Commencement

In cases where work has already commenced, the company reserves the right to deduct reasonable charges corresponding to the amount of work already completed. The client acknowledges that once the transcription process has reached an advanced stage, including editing or proofreading, cancellation may no longer be possible.

2.3 Cancellation by Company

The company reserves the right to cancel any order at its sole discretion where the submitted content is found to be unlawful, inappropriate, or in breach of applicable regulations or company policies. In such cases, the company may issue a partial or full refund depending on the extent of work completed, and shall not be held liable for any resulting loss or inconvenience.

⸻

3.⁠ ⁠REFUND POLICY

3.1 General Refund Position

Due to the nature of digital and customised services, all payments made are generally non-refundable once the transcription process has commenced. However, the company may, at its sole discretion, consider refund requests under specific and limited circumstances.

3.2 Eligible Refund Situations

Refunds may be considered where the service has not been delivered, where a technical failure on the part of the company prevents completion of the work, or where the final deliverable does not substantially conform to the agreed specifications. In such instances, the company shall first attempt to rectify the issue through reasonable revisions before considering any refund.

3.3 Revision and Quality Concerns

Where the client is dissatisfied with the quality of the transcript, the client must submit a request for revision within the stipulated timeframe following delivery. The company shall review and make reasonable corrections where the issue falls within the company’s responsibility. Refunds shall only be considered where the company is unable to address valid concerns after reasonable attempts at revision.

3.4 Non-Refundable Situations

No refunds shall be granted in cases where dissatisfaction arises from factors beyond the company’s control, including but not limited to poor audio quality, unclear speech, overlapping speakers, or incomplete instructions provided by the client. Refunds shall also not be granted where the client has already approved the final transcript or failed to raise concerns within the stipulated revision period.

3.5 Refund Processing

Any approved refund shall be processed within a reasonable period of time, subject to the payment method used and applicable banking procedures.

⸻

4.⁠ ⁠SERVICE DELIVERY POLICY

4.1 Service Process

The company delivers its transcription services through a structured process designed to ensure quality and efficiency. Upon receipt of the client’s audio or video file, the company utilises artificial intelligence tools to generate an initial draft transcript. This draft is then reviewed and refined by trained transcribers who are responsible for structuring the text, identifying speakers, and correcting obvious errors. Following this stage, the transcript undergoes a further round of review by proofreaders to ensure that it meets the company’s quality standards before final delivery to the client.

4.2 Turnaround Time

Turnaround times are determined based on the length and complexity of the submitted material and will be communicated to the client at the time of order confirmation. These turnaround times are estimates only and may be subject to change depending on workload, technical issues, or other unforeseen circumstances.

4.3 Delivery Method

All completed transcripts are delivered electronically through the company’s designated client portal or via email. The company shall not be responsible for delays or failures in delivery caused by incorrect contact details or technical issues on the client’s side.

4.4 Quality Standards

The company strives to maintain a high standard of accuracy and presentation in all deliverables. However, the client acknowledges that minor discrepancies may still occur due to the nature of transcription work. The client is entitled to request revisions within a specified timeframe after delivery, provided that such requests relate to errors made by the company and not to changes in the original content.

4.5 Revision Policy

The company shall make reasonable efforts to address all valid revision requests promptly. However, revisions are limited to corrections of errors attributable to the company and shall not include requests for substantial reworking or alterations of the original content.

4.6 Client Cooperation

The client is required to cooperate fully with the company by providing clear instructions, accurate information, and properly formatted files. Any failure to do so may result in delays or reduced quality of the final deliverable, for which the company shall not be held responsible.