Plaud Refund and Return Policy

Core Device (Plaud Note, Plaud NotePin and Basic Accessories)


1.1 Return Terms and Conditions

  • 30-day no-reason return: Within 30 days from the date of receipt, you may request the return of your product package (core device and basic accessories) and receive a full refund.
  • Return condition requirements: The returned package must be in its original condition and fully functional. All original packaging (accessories and manuals) must be included.
  • Package integrity: Basic accessories purchased together with the core device are part of the package and cannot be returned or refunded separately.
  • Damage or missing components: If a returned item is found to be damaged, missing components, or severely damaged in packaging, Plaud reserves the right to deduct a portion of the refund based on the specific circumstances.
  • Data processing: If core devices store user data, data should be erased before return. After receiving the returned device, Plaud will perform a factory reset to clear all personal data.

1.2 Refund Process

Please contact support@plaud.ai to submit your return request and provide:
  • Order number
  • Product SN (Serial Number)
After customer service review, you will be provided with the return address and operation instructions.
After receiving and verifying the product, Plaud will process the refund within 5-10 business days (depending on bank processing speed).

1.3 Returnless Solution

  • If it is inconvenient for you to return the product, or if you cannot return it for other reasons approved by customer service, you may choose to keep the core device.
  • In this case, Plaud reserves the right to perform necessary management of the core device, including but not limited to closing ongoing service authorization to the order, restoring the device to an unactivated state, or unbinding the device from the account, to ensure complete and compliant after-sales processes.
  • After the above procedures, we will arrange a refund or compensation of any kind based on the specific circumstances.


Accessories


Please note: The terms in this section only apply to Plaud accessories purchased separately. Basic accessories that are part of a product package are not subject to these terms and cannot be returned separately.

2.1 Returnable Accessories

Applicable to separately purchased Plaud accessories, including but not limited to:
  • Magnetic case, pendant, wristband,charging cables
  • Accessory Kit
  • Dedicated replacement components (e.g., clips, magnetic rings, adapters, etc.)

2.2 Return Conditions

  • Accessories must be unused and in like-new condition, without wear, stains, or functional damage.
  • Item must be returned in its original packaging, including tags and inserts.

2.3 Refund Process

  • Contact support@plaud.ai and provide your order number, the name and quantity of accessories you wish to return.
  • After customer service approval, return instructions will be provided.
  • After receiving and verifying the accessories, Plaud will process the refund within 5-10 business days.

2.4 Returnless Solution

  • In specific circumstances approved by customer service (such as when returns are inconvenient), you may choose to keep the accessory. We will arrange a refund or compensation of any kind based on your specific situation.

Plaud Software and Digital Services

Scope of application: This policy applies to all Plaud digital services purchased through our official website (https://au.plaud.ai), Google Play, or Apple App Store, including but not limited to membership subscriptions and transcription quota.

3.1 General Refund Policies

Within 30 days after purchasing Plaud digital services, you are eligible for a full refund if the service has not yet been used or activated. Plaud and relevant payment platforms (such as Apple) reserve the final right of interpretation regarding refund eligibility.

3.2 Refund Application Process

The refund process varies depending on your purchase channel:
A. For services paid through our official website, Google Play, or third parties (such as Stripe) within the Apple App Store:
  • Processing party: Refunds are processed directly by Plaud's official support team.
  • How to apply: Please send an email to support@plaud.ai, and be sure to include your order number and registered email address so we can quickly locate your order.
B. For services paid through Apple's proprietary in-app purchase system:
  • Processing party: All orders and refund requests are managed by the Apple platform, and Plaud cannot directly intervene in your refund process.
  • How to apply: Please submit your refund request directly through Apple's official channel.
  • Official portal: reportaproblem.apple.com
  • Process: Log in with your Apple ID, find the order in the list, and follow the on-screen instructions to submit a question or request a refund.

3.3 Refund Eligibility and Exceptions

You will be eligible for a refund if you meet one of the following conditions:
  • Within 30 days and unused: You submit your request within 30 days of purchasing the service, and the service (membership or transcription quota) has not been used or activated.
  • Service technical failure: Due to Plaud technical issues, you are unable to properly use the purchased service (verified and confirmed by our technical team).
  • Apple review approval: Your refund request for an Apple in-app purchase has been approved by Apple.
We cannot provide refunds in the following situations:
  • The service has been activated, consumed, or used.
  • The refund request is submitted more than 30 days after the date of purchase.
  • The service was not purchased from Plaud's official or authorized channels.
  • Poor service experience is due to the user's personal device performance, unstable network environment, or improper operation.

3.4 Refund Processing Time

  • Refunds processed by Plaud: After your refund request is reviewed and approved, the funds will be returned to your original payment account within 5-10 business days. The actual receipt time may vary depending on the processing speed of different banks or payment platforms.
  • Refunds processed by Apple: The refund timing and progress are entirely determined by Apple. Please refer to Apple's official notifications.