1. Purpose
We want paid users to be able to use the service they purchased. If a technical issue that we can reasonably verify prevents you from using a paid feature, you may contact us for after-sales review. We will assess the cause, duration, affected credits, service scope, and actual impact before offering a reasonable solution.
2. When this policy may apply
- A paid subscription cannot access core capabilities such as live transcription and translation, document translation, AI summaries, or content Q&A during its active period.
- Purchased top-up credits do not arrive, are deducted abnormally, or cannot be used because of a system issue.
- A server-side failure, account configuration issue, or product defect prevents access to paid features for a meaningful period.
- A successful payment is not reflected in the account because of a synchronization issue.
3. Situations usually outside compensation scope
The following situations are usually not eligible for automatic compensation, although we may still help troubleshoot:
- Issues caused by local network conditions, device settings, browser permissions, microphone permissions, system-audio permissions, or third-party extensions.
- Recognition or translation quality issues caused by noisy audio, overlapping speakers, accents, damaged files, or unusually complex content.
- Losses caused by user error, account sharing, misuse, violation of our terms, or usage outside the purchased plan.
- Interruptions caused by third-party payment channels, cloud providers, network operators, school or workplace network restrictions, or force majeure events.
- Free, trial, gifted, or promotional credits, unless otherwise stated on the relevant page.
4. How to submit a request
Email support@mouselingo.com. We recommend the subject line “After-sales request + account email + issue date”. Please include:
- Your account email, order time, and plan or top-up type.
- When the issue happened, how long it lasted, affected features, and reproduction steps.
- Screenshots, error messages, order details, or relevant recording/document identifiers.
- Your preferred resolution, such as credit compensation, service extension, order review, or technical assistance.
5. Review process
After receiving your request, we will check account status, order records, feature logs, and available diagnostics. If more information is needed, we may ask you to provide screenshots, steps, or additional context. Complex issues may require reproduction, engineering review, or feedback from a service provider.
6. Possible solutions
- Credit or minute compensation.
- Subscription extension or re-issuing affected benefits.
- Fixing account, order, or credit synchronization issues.
- Alternative guidance to help complete transcription, translation, export, or content Q&A.
- Refund or partial-refund evaluation where applicable law, payment-channel rules, and the specific order conditions allow it.
7. AI accuracy and output quality
Speech recognition, translation, summaries, and Q&A may be affected by audio quality, context, terminology, accent, and model limitations. Unless there is a verifiable system failure, dissatisfaction with AI wording, partial recognition errors, or output that requires human review does not automatically qualify for compensation.
8. Review standard
We aim to handle after-sales issues in a fair, explainable, and traceable way. Compensation is not automatically equal to the full order amount; it depends on the actual service scope affected, impact duration, remaining credits, available alternatives, and whether the issue was reported promptly.
9. Contact
For after-sales requests, contact support@mouselingo.com. This mailbox is operated by SEAFORGED TECHNOLOGIES LTD for Mouselingo product, billing, after-sales, and compliance communications.