Short version: you can cancel free before processing starts. After that, if the work is wrong or never arrived, you get it redone or you get your money back. We can never re-send it, because we did not keep it.
The one thing to understand before you buy. We destroy your submitted files as soon as the job finishes. Your results wait encrypted on your private link so you can collect them, and are destroyed when that window closes. A job that fails before delivery is the one other case: your submitted files are held encrypted for up to 24 hours so it can be run again, then destroyed whether it was or not. That is the product — and it means once your window closes we cannot resend a delivery, and we cannot recover a job from our side. Keep your original files, and collect your results while the link is live.
Cancelling before processing starts
Nothing runs until you have been given the price and the scope, and you have agreed to it. Up to that moment you may cancel for any reason or none.
- Nothing has been processed, so there is nothing to charge for.
- If you have already paid, you are refunded in full.
- Anything you uploaded is destroyed, and you get the same destruction certificate you would have received from a completed job.
This window is real, not decorative. Our scope check is automated and runs before any processing begins, so if your material falls outside the published price you are told the number and the reason first — and declining costs you nothing.
Cancelling after processing has started
Once a job begins it usually finishes within a business day, so the window here is short. If you ask us to stop, we stop and destroy the working data, but the job is billable — the compute has been spent and the work cannot be un-done or resold.
If a job is stopped by us rather than by you — a failure, a machine problem, anything on our side — you are not charged, and if you have paid you are refunded in full.
After delivery
Raise anything within 10 days of delivery. There are exactly two remedies, and it is worth being plain that a third one does not exist.
| What happened | What you get |
|---|---|
| The work is defective, incomplete, or is not what was agreed | A redo, or a refund — your choice |
| You paid and nothing was ever delivered | A full refund |
| You lost the delivery, or the password, or the file will not open | Go back to your upload link — while it is live, your results and the password are still there. Once it has closed, a redo from originals you re-send: we then hold neither the results nor a key to them |
A redo means running the job again from files you send us again. It is not a recovery of the first run, because nothing from the first run still exists.
What is not a defect
So that the line is drawn before you buy rather than after:
- Recognition is never perfect. Text extraction and transcription accuracy depend on the quality of what you send. Ordinary imperfection in a difficult source is not a defect. Material we flagged as out of scope before you agreed is not a defect either.
- A result you disagree with is not automatically wrong. If our reconciliation reports a discrepancy, or our screening quarantines a file, that is the service working.
- Turnaround estimates are estimates. Our capacity is deliberately finite. A job that takes longer than expected is not by itself grounds for a refund, though if we have gone badly past what we told you, ask.
Jobs that go astray
If you have paid and something has broken badly enough that we cannot deliver, we would rather find that ourselves than have you chase us. We keep one small record while a job is alive — the job number, your payment reference and your email address — for exactly this reason: so a job that fails can be traced back to the person who paid for it and refunded. That record is destroyed when the job's life ends. It never contains any of your content.
How refunds are paid
To the original payment method, through our payment processor. Card refunds typically take five to ten business days to appear, which is your bank's timing rather than ours.
Chargebacks
Please contact us first. We would rather refund you directly than dispute anything — but a chargeback on a job we already destroyed leaves us with no way to show what was delivered beyond the certificate and receipt you were given.
Asking
Email admin@neverenoughcompute.com or hello@neverenoughcompute.com with your job number, which is on your receipt and your destruction certificate. Both reach the same person. There is no form and no ticket queue.