Readback Satisfaction Guarantee
Terms and Conditions

1. Eligibility for Refund
2. Scope of Guarantee
3. Definition of Satisfaction
4. Claim Submission Process
5. Evaluation of Claims
6. Refund Conditions
7. Exclusions from Guarantee
8. Refund Issuance
9. Modification or Termination

1. Eligibility for Refund
   • This satisfaction guarantee applies exclusively to Active Reporting services provided by Readback.
   • The guarantee is valid only for the original purchaser and cannot be transferred.
   • Refund requests must be submitted within [10 days] of the service completion date.
2. Scope of Guarantee
   • The guarantee covers the Active Reporting service, including transcript accuracy and delivery timelines, as advertised.
   • It excludes:
     • External factors, such as poor audio quality due to third-party technical issues.
     • Fees for additional services, such as expedited processing not included in Active Reporting.
     • Circumstances where the dissatisfaction results from customer error, such as failure to provide clear instructions or necessary materials.
3. Definition of Satisfaction
   • Satisfaction is defined as adherence to Readback’s standards for transcript accuracy, clarity of the Readback viewer, and delivery speed (e.g., one-day certified transcripts and rough drafts within one hour, as applicable) allowing attorneys to access the transcripts and double check testimony as well as immediately prepare for summary judgement where applicable. 
4. Claim Submission Process
   • To submit a claim under the satisfaction guarantee, the customer must:
     • Provide written notice via email to [support@readback.legal] or through the Readback platform.
     • Include the order number and deposition date.
     • Specify the reasons for dissatisfaction, detailing specific issues with the service (e.g., transcript errors or missed delivery timelines).
   • Supporting evidence, such as references to errors in the delivered transcript or screenshots, must be included where applicable.
5. Evaluation of Claims
   • Claims will be reviewed within [5 business days] of submission.
   • Readback reserves the right to investigate claims, including consulting with the Guardian assigned to the proceeding, and may request additional information from the customer.
6. Refund Conditions
   • If the claim is approved, Readback will issue a refund for the service fee paid by the customer.
   • Refunds are limited to the service fees associated with the disputed Active Reporting session and do not include ancillary charges, such as convenience fees, travel-related costs, or non-Readback services.
   • Claims will be denied if:
     • The dissatisfaction is based on subjective preferences or minor formatting issues.
     • Clear instructions or materials were not provided, leading to issues with the service.
     • The dissatisfaction is due to factors outside Readback’s control, such as inaudible audio or equipment failure not provided by Readback.
7. Exclusions from Guarantee
   • The guarantee does not apply to services outside of Active Reporting, such as Preserve and Conserve or Fast Reporting tiers.
   • Repeat refund requests from the same customer or cases of fraud or abuse may result in claim denial.
8. Refund Issuance
   • Approved refunds will be processed in the original payment method within [10 business days] of claim approval.
9. Modification or Termination
   • Readback reserves the right to modify or terminate this guarantee at any time, except for claims already submitted within the active guarantee period.

Contact Information:

Email: experts@readback.legal
Telephone: (888) 256-7776
Postal Address:
1414 Main St., 2nd Floor
Springfield, MA 01144