Refund Policy
Effective date: September 9, 2026
This page shows this edition as last amended on 3 October 2026; earlier wordings are kept and available on request.
In short: Credits are delivered the moment you pay. If you bought a 50-credit pack and have not used any of it, ask within 14 days and we will refund it in full. Once credits are used, packs are normally not refundable. Subscriptions can be cancelled at any time; you keep access until the end of the period you paid for, and we do not refund that period. If a job fails, you are never charged a credit. All refunds are processed by Paddle, the seller of record, back to your original payment method. Nothing here removes rights you have under the consumer law of your country.
1. Who sells and who refunds
1.1 Credit packs and subscriptions for Tonamorph are sold by Paddle as merchant of record. It is the seller on your receipt, it collects any VAT, GST or sales tax, and it executes every refund. We (Gregory Diachenko) decide, in line with this policy and the law, whether a refund is due, and instruct Paddle to make it.
1.2 Refunds go to the payment method you used, normally within 5–10 business days after approval; your bank may take longer to show it. A refund includes any tax charged on the refunded amount.
1.3 To request a refund, email support@tonamorph.com with the email address on your account and the order number from your receipt. You can also use the customer portal of Paddle linked in your receipt.
2. Credits are delivered immediately
When your payment is confirmed, the credits are added to your account and can be used straight away. Adding credits does not, by itself, mean that all future processing has been performed or that every withdrawal right has ended. The applicable rules, the product purchased, required information and choices, and the processing actually supplied determine the effect of early performance under section 3.
3. Statutory right of withdrawal (EU, UK and similar laws)
3.1 If you are a consumer in the European Economic Area or the United Kingdom, you normally have 14 days from the day of purchase to withdraw from a distance contract without giving a reason.
3.2 Credit packs. Where a statutory withdrawal right applies, we honour it. For a service, a lawful proportionate deduction for the part actually supplied before withdrawal is made only where the required information and express request for early performance were obtained and the applicable rules permit it. Failed jobs, unused credits, promotional credits and processing charged to other purchases do not justify a deduction from the relevant pack. Where a purchase qualifies for a digital-content exception, we rely on that exception only if all its requirements have actually been met, including required prior express consent, acknowledgement and confirmation. Adding credits or accepting general Terms is not treated as sufficient by itself. Missing conditions cannot be supplied retrospectively through this policy. Our voluntary policy in section 4 does not limit statutory rights.
3.3 Subscriptions. Where a statutory withdrawal period applies to your initial subscription, you may withdraw within that period. We do not presume an express request for early performance from subscription alone. Any deduction requires the applicable conditions to have been met and must reflect the part of the actual subscription supplied before withdrawal, based on the agreed price and contract structure. Using an included credit allowance does not by itself fully perform a time-based subscription. A separate service charge is included only if separately agreed and priced beforehand and otherwise permitted by law; the same performance is not deducted twice. Ordinary renewal does not automatically create a new withdrawal period, but additional rights under applicable law or the merchant of record's terms remain protected. Cancellation of future renewals is described in section 5.
3.4 How to withdraw. Send a clear statement to support@tonamorph.com (you may use the model form below), or use the withdrawal or cancellation function in the customer portal of Paddle. Sending your statement before the 14 days expire is enough.
Model withdrawal form — To Gregory Diachenko, 36 Brodetsky Street, Tel Aviv-Yafo 6905155, Israel, support@tonamorph.com: I hereby give notice that I withdraw from my contract for the purchase of the following: [credit pack / subscription], ordered on [date], order number [number]. Name of consumer: […]. Address of consumer: […]. Date: […].
3.5 Consumers in other countries (for example Australia, Canada, Brazil, Japan and Korea) have their own statutory remedies for digital purchases; nothing in this policy limits them.
4. Our voluntary refund policy for credit packs
Whether or not a statutory right applies, we offer the following:
4.1 Unused pack, within 14 days: full refund. If you bought a credit pack within the last 14 days and none of its credits have been used, we refund it in full on request. Because subscription credits are spent before pack credits, buying a pack while you hold subscription credits does not normally consume the pack.
4.2 Partly used pack: no pro-rata refund as a rule. We may make an exception at our discretion, for example if the Service was materially unavailable for a prolonged period or the results were unusable for a reason on our side. Ask us; we read every request.
4.3 Free, promotional and referral credits are never refundable and have no cash value.
4.4 Accidental duplicate purchases. If you bought the same pack twice by mistake, tell us within 14 days and we will refund the duplicate provided its credits are unused.
4.5 We may decline refunds where we see a pattern of buying, using and refunding, or where the account has breached the Terms of Service (/legal/terms).
5. Subscriptions
5.1 Cancel any time. Cancel through the customer portal of Paddle (link in your receipt email and in your account page) or by emailing support@tonamorph.com. Cancellation stops future renewals; it does not end the current period.
5.2 No refund for the current period. You keep access and your remaining subscription credits until the end of the period you have paid for. Unused subscription credits expire at the end of that period, as they do every month.
5.3 Missed cancellations. If you meant to cancel but were charged for a renewal, contact us within 7 days of the renewal charge; if no subscription credits from that renewal have been used, we will refund it.
5.4 Price changes. If we increase the subscription price, you will be told at least 30 days in advance and may cancel before the new price takes effect.
6. Failed and faulty jobs
6.1 Failed jobs cost nothing. A credit is only captured when a job completes successfully. If a job fails on our side, the reserved credit is released automatically and your balance is restored.
6.2 Faulty results. If a job completed but the result is unusable because of a fault on our side (for example an empty or corrupted stem), tell us at support@tonamorph.com within 30 days with the job ID, and we will re-credit the job. This is a credit refund to your balance, not a cash refund.
6.3 Quality of AI output. Separation and transcription are automated and imperfect. Results that are musically disappointing but technically complete are not "faulty" for the purpose of 6.2, and we do not refund credits for them. If you have a consumer-law right to a remedy for digital content that does not conform to the contract, that right is not affected.
7. Chargebacks
7.1 Please contact us before asking your bank or card issuer to reverse a payment. Most problems can be fixed faster by us than through a dispute.
7.2 If you file a chargeback, Paddle handles the dispute. While it is open we may suspend processing on your account, and if it is decided against us we remove the credits corresponding to the disputed amount. If the chargeback is later reversed in our favour, we restore them.
7.3 Repeated or abusive chargebacks are a breach of the Terms of Service and may lead to account closure.
8. If we discontinue the Service
If we discontinue Tonamorph entirely, we will refund the unused portion of any credit pack purchased in the preceding 12 months, pro rata to the unused credits, and any prepaid subscription period that will not be delivered, as set out in section 14.3 of the Terms of Service.
9. Taxes and currency
Refunds are made in the currency and amount originally charged, including tax. Exchange-rate differences and bank fees on your side are not refunded.
10. Your statutory rights
This policy sits alongside, and does not reduce, any rights you have as a consumer under the law of the country where you live, including the EU and UK rules on withdrawal and on digital content, and Israel's Consumer Protection Law 5741-1981. If a statutory right gives you more than this policy, the statutory right prevails.
11. Contact
Gregory Diachenko · 36 Brodetsky Street, Tel Aviv-Yafo 6905155, Israel · support@tonamorph.com · https://tonamorph.com