Refund Policy

1. Refunds for Unused Credits

You may request a refund for an unused Credit package by emailing [email protected]. Each request is reviewed against the order and Credit usage records; purchases are not automatically refunded.

• All Credits from the order must remain unused. Credits already consumed are not unused Credits.
• Your paid Credit balance must be sufficient for us to deduct all Credits in the package.

Once any Credits from a package have been used, even partially, that purchase is not eligible for a refund under this policy. Partial refunds are not supported.

For eligible and approved refunds, a service fee of 6% of the amount actually paid for the order is deducted, and the remaining amount is returned. Free and promotional Credits cannot be redeemed for cash. These conditions are subject to applicable law and the consumer rights described below.

2. Used Credits

Credits that have already been consumed for music generation are generally non-refundable. They have been used to provide the AI generation service.

Disliking a generated track or finding that it does not meet your personal expectations does not by itself make used Credits refundable or mean that a technical failure occurred. This does not affect any rights that cannot be excluded under applicable law.

3. Failed or Technically Unsuccessful Generations

If generation fails because of MuseHey, our AI service provider, or another technical issue and no usable result is generated, you should not lose the Credits for that failed generation. Once the failure is confirmed, any Credits charged for it are automatically restored to your account.

This is Credit restoration, not a cash refund. If your Credits have already been restored, you normally do not need to submit a separate refund request. If they have not been restored, contact [email protected] with the task ID.

If the AI service provider has successfully generated the music but transferring or saving the audio file fails, MuseHey automatically retries the file transfer. This is not treated as a failed generation and does not trigger Credit restoration. Contact support if your music remains unavailable.

4. Duplicate or Accidental Purchases

If a technical issue or repeated action caused you to buy the same Credit package more than once, or you made an accidental purchase, contact [email protected]. We will review the relevant orders and usage records. Duplicate or accidental purchases are not automatically refunded; the eligibility rules above and applicable law still apply.

5. How to Request a Refund

To request a refund, please contact us at [email protected]. To help us find your purchase and review your request, please include:

• Account email
• Order number or transaction reference, if available
• Purchase date
• Credit package purchased
• Reason for the refund request

Do not send full credit or debit card numbers, CVV/security codes, passwords, verification codes, or other sensitive payment information by email.

6. Refund Processing

We review your order and Credit usage before approving a refund. Approved refunds are generally processed within 5–10 business days after approval.

The time for the refunded amount to appear in your bank or payment account may vary depending on your payment provider or financial institution.

7. Credits and Refunds

• Refunds for eligible purchases are normally returned to the original payment method, subject to the service fee described above.
• The Credits associated with a refunded purchase are removed from your account.
• After requesting a refund, do not continue using the Credits associated with that request, as this may affect eligibility.

8. Chargebacks and Disputes

Before initiating a chargeback or payment dispute, you are encouraged to contact MuseHey Support at [email protected] so that we can review the issue and attempt to resolve it. This does not restrict your right to raise a dispute or exercise any legal rights.

9. Consumer Rights

Nothing in this Refund Policy limits any mandatory consumer rights or remedies that apply under applicable law, including statutory withdrawal or refund rights and rights relating to defective or misdescribed services. Where applicable law provides otherwise, those requirements prevail.

10. Contact

For refund requests or questions about this policy, please contact [email protected].