Refund Policy

1. Failed separations are refunded automatically

If a separation fails for any reason, its credits go back to your balance on their own. You do not need to ask. If you think credits were taken for a job that did not work, email support@demucs.net and we will check.

2. When a purchase can be refunded

A purchase is refundable when both of these are true:

• You ask within 7 days of being charged, and
• You have used less than half of the credits it gave you.

This applies to credit packs and to each subscription charge, including renewals.

3. What you get back

We refund the full amount of that purchase to the original payment method, and the credits from it are removed from your balance.

4. What is not refundable

• Requests made more than 7 days after the charge.
• Purchases where half or more of the credits have been used.
• Free credits, which have no cash value.
• Accounts suspended or closed for breaking the Terms of Service or the Acceptable Use Policy.
• Purchases already disputed with your bank or card issuer.

5. Cancelling a subscription

You can cancel at any time in Settings → Billing. Cancelling stops future renewals; you keep your plan and its credits until the end of the period you have paid for. Cancelling does not refund the current period by itself — if that charge meets the conditions in section 2, ask for a refund as described below.

6. Chargebacks

Please contact us before disputing a charge with your bank; most problems are faster to fix directly. While a dispute is open, we may pause the account involved.

7. How to ask for a refund

Use the refund request page, or email support@demucs.net from the address on your account. We reply within 2–3 business days. Approved refunds go back to the original payment method and usually appear within 5–7 business days, depending on your bank.

8. Changes

We may update this policy. The version in force when you were charged applies to that purchase.