--- kind: terms version: 20261006T111923Z language: en effective_at: 2026-10-06T11:19:23Z title: SubLunio Terms of Service --- # SubLunio Terms of Service These Terms govern access to the SubLunio website and official desktop application, and the purchase and use of its subtitle-generation service from sublunio.com. They explain what is supplied, what you pay for, and the responsibilities of both parties. Please read the version in force before placing an order and keep a copy for your records. ## Operator and the agreement The service is operated by Gatsbi AI Limited, a Hong Kong company, under the SubLunio brand at sublunio.com. These terms apply to the SubLunio website and desktop application, your account, purchased credit and each request for subtitle generation. The service is for people aged 18 or over who can enter a contract, or authorised representatives of an organisation. References to we, us and our mean Gatsbi AI Limited. Our company contact address is RM 2502B Floor 25, 148 ELECTRIC ROAD, NORTH POINT, HK. For service, contractual, privacy or refund enquiries, use our contact email, listed in the Contact section at the end of these Terms. We aim to respond within 2 working days. Keep a copy of the terms and the order confirmation applying when you make a purchase. ## The service you receive SubLunio turns speech in media you select into timed subtitles and can translate them into 110+ target languages. Available languages are listed in the target-language selector. Recognition uses a separate source-language list; choosing Auto requests automatic detection within the recogniser’s supported languages. We supply SRT, VTT and ASS subtitle files, in original, translated or bilingual form. Audio extraction and MP3 conversion happen on your device. We receive extracted audio and use speech detection on our server to plan processing. Depending on the configured processing route, necessary audio segments are sent to Groq or through OpenRouter to Google's Gemini models for transcription; Groq may also handle segments that need fallback transcription. Relevant subtitle text, context and glossary terms are sent through OpenRouter to the configured translation provider. We do not supply source videos, a streaming subscription or certified translation. The desktop application can also preview your local video and export a copy with a selectable subtitle track or permanently burned-in subtitles. These video operations run on your device; they do not upload the source video or exported copy to us and do not incur another subtitle-generation charge. ## Compatibility and preparation Common video containers include MP4, MOV, MKV, AVI, WebM and TS. Source videos can exceed 2 GB because file reads are divided into small portions. A filename extension does not guarantee that every codec, encrypted stream, damaged file or browser is compatible. DRM-protected recordings are unsupported. Select an audio track containing the dialogue you want; you can listen to a sample before starting. Guest tasks can be up to 3 hours; account tasks up to 8 hours, subject to the displayed audio-size and processing quotas. Source video size is separate from extracted-audio size. Your device needs sufficient storage and processing resources. Keep the browser open during extraction and upload. The desktop queue can resume supported interrupted stages after a restart. Failed preparation does not create a paid generation. ## Trial preview and full generation The website can generate a free continuous preview of up to 10 minutes, beginning at the first subtitle. A shorter video may be previewed to its end. Guests can try the service without registering or adding credit. The complete extracted audio is uploaded for speech detection, but transcription and translation initially process the excerpts needed to produce the preview. A guest can submit one free preview before signing in with a verified email address. The free allowance is a cumulative maximum of 10 accepted preview submissions per account or per browser, including guest submissions claimed by that account; reaching either limit prevents additional free submissions. It does not renew daily or on sign-out. A submission counts when the server successfully creates a new preview task, including one later cancelled, deleted, left unfinished or unable to produce subtitles. Invalid or rejected creation requests do not count, and resuming or retrying the same task does not count again. Existing previews and paid full generation remain available subject to the other service conditions. New free submissions require a browser verification check. Short-lived activity from a shared public IP may require guests to sign in, without merging those users or permanently blocking that address. Free processing is also subject to shared daily capacity; cancelling or deleting an accepted task does not restore that capacity. These free-service limits do not change paid-credit refund rights below. Browser identification is best-effort; the privacy policy and [cookie inventory](/en/cookies) describe the limited identifiers used. Continuing the same task reuses completed preview work while preparing the remaining subtitles. The full-generation price covers the entire video, including the previewed portion. A signed-in user may choose direct full generation; the desktop application uses direct full generation without a trial. Before paid processing starts you must expressly request immediate performance and acknowledge the effect on applicable cancellation rights. ## USD pricing and account credit Full generation costs USD $1 per hour of measured media duration, rounded upward to the nearest cent: 36 seconds corresponds to one cent. A 90-minute video costs $1.50 and a 125-minute video costs $2.09. Displayed prices include tax. The final duration comes from server-side audio decoding rather than a client estimate. A different target language is a separate task charged for the whole video; selecting multiple formats for one completed task does not create another generation charge. If you actively cancel an unfinished task, the partial-work calculation described below replaces the full-generation charge. You can add $1–$100 in whole-dollar credit amounts, or pay the shortfall for one previewed video. A card transaction has a $1.00 minimum; any amount above the task price remains in your balance. Existing balance is applied first. Credit has no scheduled expiry, cannot earn interest, cannot be transferred between users and is not a bank deposit. There is no subscription or automatic renewal. Direct full generation reserves the estimated price plus the configured margin, with a minimum extra reservation of one cent, after the uploaded audio is probed. Before transcription begins, the decoded duration determines settlement: an excess reservation returns to your balance; a shortage requires more credit. If processing cannot start because balance or capacity is insufficient, follow the task status; do not start a duplicate upload to resolve it. ## Stripe payments, records and receipts Stripe hosts the payment page and processes your payment details. SubLunio does not receive or store full card numbers or card security codes. Available payment methods depend on the checkout session and your region. Banks may apply their own currency-conversion or card charges; those are not extra subtitle fees imposed by us. We never request a password, card security code or recovery credential by email. A redirect from checkout is not proof of payment. Credit is issued only after the payment is verified and recorded. A single verified payment is credited once, including when notifications are delayed or repeated. When immediate continuation was agreed, the task resumes if its audio, entitlement and capacity remain valid; otherwise the credit stays available and the task page explains the next step. Receipts, available invoices, payment identifiers and refund status are accessible in your account. ## Processing time and service quality Processing time varies with duration, speech density, selected languages, your device, upload speed, queue length and provider availability. Progress indicators describe a processing stage and may restart for a later stage; they are not an unconditional completion-time guarantee. No particular deadline is binding unless expressly agreed for your order. Subject to our express commitments in these Terms and applicable law, AI-generated output is provided on an “as is” basis. It may contain errors, omissions, mistranslations or text not supported by the source audio. We do not guarantee that it is entirely accurate, complete, error-free or suitable for every intended use. Review and, where necessary, correct the output before publication or reliance. Nothing in this paragraph excludes our obligation to provide the agreed service with reasonable care and skill or any non-excludable rights and remedies. Review the free preview and check the final subtitles before relying on them, including speaker identification and timing. Do not use this consumer tool as the sole basis for medical, legal, emergency or other safety-critical decisions. ## Accounts, guest recovery and desktop devices Sign in with an email verification code, your email and a password you have set, or supported Google sign-in. An eligible guest task is attached to your account during sign-in, so you can pay and continue without re-uploading within the audio-retention window. Keep a guest recovery key private: it can recover an eligible unclaimed task. Signing in after the task has expired cannot recreate deleted audio. The desktop application connects to the same account using your email and password, a short-lived device code that you confirm in your browser, or an email code where available. Confirm only a connection you started and verify the displayed code. You can revoke devices in account settings. You are responsible for protecting your password and email account and for promptly reporting suspected unauthorised access to our contact email. We may require renewed verification before sensitive account changes. ## Temporary audio, saved subtitles and local copies Server audio normally expires 24 hours after task creation and is removed after the full result is completed, or earlier when it is no longer needed for processing or recovery. Starting full generation, including with existing account credit, or awaiting payment confirmation may extend this window so the task can continue; the task’s displayed deadline is authoritative. Audio retention and subtitle-record retention are different. Account subtitle records remain available until deletion; guest records expire after 7 days. A browser may cache its own prepared MP3 in site-private storage for playback without another upload. Cached audio is eligible for reuse for up to 7 days and may be evicted sooner by the browser or to free disk space. Once expired, it is no longer reused and is removed when the website next runs its cache cleanup. Files may remain on disk longer while the website is closed or cleanup cannot complete. You can clear them through account settings or browser storage controls. The desktop application holds queue state and temporary audio locally and removes temporary media after completion or cancellation when that setting is enabled. Local video playback caches, exported videos and recovery copies have separate lifetimes; exported files and recovery copies remain until you remove them. Deleting a server task or account does not automatically erase desktop files. Keep your source video and downloaded subtitles; the service is not a permanent backup. ## Cancellation rights Your cancellation rights depend on the law applicable to your order and the circumstances of the transaction. Where mandatory consumer law gives you a cancellation period, we will honour it, including its rules on when the period starts and ends, how to cancel and any exceptions. Write to our contact email with a clear cancellation request before the applicable deadline. You do not have to use a special form or give a reason where the law does not require one. For consumers covered by EU distance-selling rules, the usual cancellation period for a service contract is 14 days after the contract is agreed. Where those rules require reimbursement, we will reimburse without undue delay and within 14 days of receiving your withdrawal notice, subject to any lawful deduction described below. Your request to start processing does not by itself waive a statutory cancellation right. Early performance, a deduction for work already provided or the end of a cancellation right must be permitted by applicable law, and we must meet any required information, request, consent, acknowledgement and confirmation conditions. We will not treat payment, a preview, acceptance of these Terms or a download alone as proof that those conditions have been met. ## Failures, cancellations and refunds A permanent generation failure releases the refundable generation charge to your balance once. Some provider interruptions are retryable and temporarily retain the charge during the retry window shown on the task. If the failed task is not resumed before that window ends, its generation charge is automatically returned to the balance during routine processing. Actively cancelling a running or failed, unfinished task instead applies the partial-work calculation in the Running task cancellations section below. Already saved source subtitles and translations remain available for the cancelled task, subject to the normal retention rules. A completed, delivered task is not undone by cancelling or deleting its record. For refunds to the original payment method, write to our contact email with your account email, payment ID, requested amount and reason where required. Unused paid credit is not automatically refundable solely because you change your mind or decide not to use the service. We review voluntary refund requests case by case; approval is not guaranteed. Mandatory rights, remedies for service failures or incorrect charges, and refund commitments applicable to an earlier payment remain protected. Promotional or compensatory credit has no cash refund value. A refund in progress reserves the relevant balance and its status is visible in payment history. See the Refunds and cancellation policy section within these Terms for eligibility, cancellation rights and quality complaints. ## Your media, intellectual property and permitted use You retain your rights in material you lawfully submit. You give us the limited permission necessary to copy, transmit and process the audio and text for your requested task and its support, security and lawful retention needs. This permission is not a transfer of ownership or permission to publish your private subtitles. You must have the rights and permissions needed to process the recording, including relevant copyright, privacy and performer permissions. Personal viewing, possession of a file or technical ability to upload it does not automatically establish every required right. We do not grant rights in source dialogue or guarantee that generated text is free of third-party rights. Distribution, publication or commercial use of a resulting subtitle remains your responsibility under applicable law. The SubLunio name, website design and original service code remain subject to their owners' rights. Third-party open-source components remain governed by their respective licences. Nothing in these Terms removes rights granted by those licences, including access to corresponding source or notices where applicable. ## Acceptable use and security Use the service only for recordings you are lawfully entitled to process. Do not submit unlawful recordings, abusive surveillance, exploitation of minors, non-consensual intimate material or material prohibited by applicable law. Do not infringe intellectual-property, privacy or performer rights. Do not attempt to identify or harm people through an unlawful use of generated text. Do not forge payments, access another user’s tasks, disclose stolen session or recovery credentials, submit malicious files, bypass quotas, scrape private account information, resell unauthorised access or disrupt the service. Report a suspected vulnerability privately to our contact email. Measures taken to protect the service should be proportionate to the identified risk. ## Suspension, deletion and changes We may pause new work while investigating a payment dispute, suspected abuse, security issue or legal obligation. We will provide an explanation where lawful and practicable and consider information you provide. A restriction does not automatically extinguish a consumer’s valid refund or other mandatory rights. Restoring dispute funds does not override a separate justified account restriction. You can export your account data and request deletion after re-verification. Deletion revokes sign-in methods and devices immediately, cancels unfinished work and initiates removal of account information and subtitle records within five minutes. Remaining credit is forfeited on your explicit confirmation. If you want unused credit refunded, write to our contact email before deletion; any pending refund or payment under review must be resolved first. Necessary financial and contract records, including retained payment, account and agreement identifiers, and protected backups are handled for the purposes and periods described in the privacy policy. Changes to prices apply to future orders and do not retroactively change a paid task. Material changes to service terms or data practices will be announced appropriately. A revised page does not replace a consent required for a new purpose. You can stop using the service if you do not agree, without losing rights attached to earlier purchases. ## Liability and mandatory protections Nothing in these Terms excludes or limits liability that cannot lawfully be excluded or limited, including liability for fraud, fraudulent misrepresentation, or death or personal injury caused by negligence. Nothing removes mandatory consumer remedies, data-protection rights or other non-excludable rights. A general disclaimer elsewhere on the website cannot override this section. We are responsible for losses for which the law makes us responsible, including reasonably foreseeable loss caused by our breach where the applicable test is met. You should take reasonable steps to minimise avoidable loss, such as keeping your original video and downloading a completed result. We do not promise that all internet, device or independent third-party failures are under our control. Nor do we use a third party as a blanket excuse for our own contractual obligations. There is no automatic limitation of every consumer claim to the small price of a single subtitle task. ## Complaints, applicable law and disputes Send a complaint to our contact email, identifying the relevant task or order and the outcome you seek. We will acknowledge and investigate it within a reasonable time, request only relevant evidence and provide an explanation of the outcome. This informal route does not prevent you from seeking a statutory remedy, contacting a regulator or bringing a claim. We do not claim membership of an ombudsman or alternative dispute scheme that has not been confirmed. Subject to mandatory protections, these Terms are governed by the laws of the Hong Kong Special Administrative Region. If you are a consumer resident elsewhere, this choice does not deprive you of mandatory protections that apply in your place of residence. The courts of Hong Kong have non-exclusive jurisdiction, and a consumer may use a competent court available under mandatory jurisdiction rules. No compulsory private arbitration or class-action waiver is imposed by this page. ## General provisions and notices If a provision is unenforceable, the remaining provisions continue so far as lawful; an invalid consumer restriction is not rewritten to the operator's maximum advantage. A delay in enforcing a right is not necessarily a waiver. A transfer of the operator's business must not materially reduce your existing consumer rights. The Privacy Policy explains processing of information and is not a substitute for a service description or a cancellation notice. These Terms and the Privacy Policy are maintained in English. Translated interface labels are provided for convenience; a language difference must not be used to reduce mandatory rights or override a clear representation made to you before purchase. If you need clarification, write to our contact email before committing to the order. Keep the version supplied at purchase, together with the order information; you can print or save this text page. ## Optional cancellation notice and related documents To: Gatsbi AI Limited (SubLunio), using our contact email listed below. I notify you that I wish to cancel my contract for the following subtitle-generation order: [order or task identifier]. Date ordered: [date]. Name: [name]. Contact email: [email]. Date of notice: [date]. Signature: [only if sent on paper]. This wording is optional; any clear statement meeting applicable requirements is acceptable. The linked Privacy Policy explains how we handle personal information. [SubLunio Privacy Policy](/privacy) ## Refunds and cancellation policy Request help with a payment by writing to our contact email. This policy explains eligibility, how funds are returned and rights that remain protected by law. ### Scope and the payment being refunded This policy covers SubLunio account credit and single-video payments processed through Stripe. It is part of the information supplied before purchase and should be read with the service terms. It applies to the payment identified in your request, not to a different account or new order. A policy change does not retrospectively remove a right attached to an earlier payment. We honour the refund commitments in the Terms accepted for that payment, including any more favourable refund window or conditions in an earlier version. Completed full generation is charged in USD by the measured duration of the whole video. A free preview is not a discount on that completed full-generation price. Active cancellation of an unfinished task has the separate partial-work calculation below. Where the minimum card transaction exceeds the video cost, the unused portion is account credit, with the same refund rules as other unused paid credit. You can see a task charge separately from the card payment in your account. ### When a refund is available Unused paid credit is intended for future subtitle generation and has no scheduled expiry. Use the free preview before paying and add only the credit you expect to use. Subject to mandatory rights and the Terms accepted for your payment, changing your mind or deciding not to use the service does not give an automatic right to a refund. We do not offer a fixed-period money-back guarantee for change-of-mind requests. You may write to our contact email to request a voluntary refund. We review the payment details, service use and reason for the request case by case; approval is not guaranteed. For an approved refund of unused credit, the amount is limited to the unused paid balance and the unrefunded amount of the corresponding payment. When several payments are relevant, support normally allocates a voluntary refund against the newest suitable payment first, while respecting the Terms accepted for each payment. Promotional or compensatory credit is not cash and has no cash refund value. A permanent failure to deliver a paid generation returns the relevant generation charge to your balance automatically, once. A retryable interruption can retain its charge during the retry window shown on the task. If the failed task is not resumed before that window ends, the charge is automatically returned to the balance during routine processing. Active cancellation is settled as described below. If we cannot deliver a paid generation, you may request a refund of the affected paid charge to the original payment method instead of keeping the restored credit. A duplicate or incorrect payment or charge will be investigated and corrected in full where confirmed. These remedies and any refund required by law are separate from discretionary change-of-mind refunds; write to our contact email so we can verify and resolve the payment. ### Running task cancellations You can cancel an unfinished task from the website or desktop application, including a failed task that is still eligible for a retry. Cancellation stops further processing. We charge only for audio segments successfully transcribed and saved before cancellation. We combine their original audio time ranges, count any overlap once, and apply the usual USD $1 per hour rate to that combined duration, rounding the total upward to the nearest cent once. We do not round and charge each segment separately. Failed or unprocessed ranges are not charged; if no paid range was successfully transcribed, the cancellation charge is zero. When you cancel full generation continued from a free preview, ranges already completed in that free preview are excluded from the cancellation charge. Saved source subtitles and any completed translations are retained; text awaiting translation is not presented as a completed translation. The amount already reserved or charged above the cancellation charge returns to your account balance once. This balance adjustment is separate from a refund to your original payment method. The statutory rights and more favourable commitments attached to an earlier payment described in these Terms remain protected. ### Delivered subtitles and quality concerns A completed generation supplies subtitle files for the video, language and settings you selected. AI results can contain recognition, translation or timing errors. Trying a representative preview helps assess suitability, but does not remove mandatory rights to a service supplied as agreed and with reasonable care and skill. We do not generally refund completed, delivered generation solely because you changed your mind after expressly requesting immediate performance and giving any legally required acknowledgement. If output materially differs from the agreed description, write to our contact email with a task ID and examples. We will investigate fairly and, where appropriate, offer reprocessing, correction, a price reduction or a refund. Reporting a problem does not require you to surrender statutory remedies. ### How to request a refund Send your refund request to our contact email. Include your account email, payment ID, requested amount and a short reason where required. You do not need to give a reason when exercising a statutory cancellation right that does not require one. Copy the payment ID from account payment history. There is no self-service refund button in the website or desktop application. Never send full card numbers, passwords or verification codes. We aim to respond within 2 working days. We may request proportionate information to establish ownership or clarify the transaction. An incomplete request does not automatically waive a statutory cancellation deadline. Keep a copy of your message and order confirmation. Support will explain the decision and any remaining step. ### How approved refunds are paid An approved refund goes to the original payment method. We do not deduct a processing or handling fee from the approved amount. This does not create an automatic entitlement to a voluntary refund. The corresponding credit is reserved from the balance while the refund is processed so that the same funds cannot also be spent on a new task. Payment history displays refund status and service email confirms relevant changes. Banks and payment methods typically take several working days; five to ten working days is an estimate, not a guaranteed banking deadline. If Stripe reports failure, the reserved amount returns to the balance or enters a clearly identified support investigation. If the original method cannot receive a refund, we will contact you about a lawful alternative or retaining the credit. We do not ask for an additional release fee. ### Statutory cancellation rights If mandatory consumer law gives you a right to cancel an order or unused credit, you may exercise it within the period set by that law. A clear notice to our contact email is sufficient; a special form and an explanation are not required unless applicable law says otherwise. We will make any required reimbursement within the applicable statutory deadline. These rights are not subject to our discretion over voluntary refunds or limited by our change-of-mind policy. Any deduction for service provided during a statutory cancellation period, or the end of a cancellation right after performance, applies only where permitted by applicable law and all required conditions have been met. A deduction for partial performance must be proportionate. Viewing a preview, paying, accepting general terms or opening a download is not by itself a universal waiver. Mandatory rights for faulty or misdescribed service remain. ### Account closure, disputes and restrictions Request a refund of unused credit before deleting the account. Deletion requires acknowledgement that remaining balance will be forfeited; any pending refund or payment under review must be resolved first. Account closure cannot defeat a valid statutory right. A suspension for misuse is assessed under the terms and does not automatically cancel every refund entitlement. Please write to our contact email first if a payment looks wrong; many issues can be resolved without a bank dispute. You retain any right to contact the payment provider. During a dispute we may reserve disputed funds, pause new generation and submit relevant service and payment records. The resolution is applied to the ledger once. Any separate security restriction is reviewed on its own basis. ### Operator and policy questions The operator is Gatsbi AI Limited, a Hong Kong company providing the SubLunio service at sublunio.com. Write to our contact email for refund, cancellation or policy questions. This policy does not exclude mandatory consumer rights in your place of residence. If wording appears inconsistent with an order confirmation, tell us so the actual transaction and applicable rights can be checked. This refund policy forms part of these Terms and shares the same version and effective date. You can print or save this full text. The terms explain service delivery and liability, the privacy policy explains payment information, and the pricing page gives examples of duration-based charges. ## Agreement versions and payment records The effective date and permanent version URL identify this edition. The Terms and Privacy Policy displayed for a payment are recorded when the checkout is created; a later publication does not replace those recorded documents. Published editions remain available through the version history. The payment page requires an explicit confirmation of the linked Terms and acknowledgement of the linked Privacy Policy. Requests using existing credit have their own confirmation before generation. ## Contact Contact email: support@sublunio.com. Use this address for service, contractual, privacy, cancellation and refund enquiries. We aim to respond within 2 working days; any shorter mandatory deadline still applies.