Refund Policy

1. Digital Goods

Credits purchased on GermanLetters are digital goods that are consumed upon use. Once credits are purchased, they are non-refundable. Each credit is used when you request a full transcription of a document page — this process is immediate and cannot be reversed, as it involves real-time AI processing costs.

2. Free Trial — Try Before You Buy

Every new account receives 3 free page credits — no credit card required. We encourage you to use these free credits to evaluate our transcription quality before purchasing additional credits. Additionally, every document upload includes a free quality preview so you can assess the results before committing a credit.

3. Technical Issues

If a transcription fails due to a technical error on our end (e.g., a server error, timeout, or processing failure that prevents you from receiving any result), we will credit your account with the credits that were consumed. To report a technical issue, please contact us at st@mes-beratung.de with your job ID and a description of the problem.

Please note that low transcription quality due to difficult handwriting, poor image quality, or the inherent limitations of AI does not qualify as a technical error. We recommend using the free preview feature to assess quality before spending credits.

4. Expert Transcription

Refunds for the expert transcription service (human-reviewed transcriptions) are handled on a case-by-case basis. If you are unsatisfied with an expert transcription, please contact us and we will work with you to find a resolution.

5. Contact Us

If you have questions about our refund policy or need to report an issue, please reach out to us:

ITEBV GmbH
Email: st@mes-beratung.de