Refund Policy

Effective date: October 4, 2026

In short: You pay for audio processing, not permission to use someone else's music. A credit pack that is completely unused can be refunded on request within 14 days of purchase. Partly used packs are not covered by that voluntary offer, and properly completed processing is normally non-refundable. Cancelling a subscription stops future renewals; it does not automatically refund the current period. Failed jobs are not charged. Mandatory consumer rights and any greater rights under the seller's applicable terms remain protected.

1. Who sells and who refunds

1.1 Credit packs and subscriptions for Tonamorph, when offered, are sold by Paddle, the merchant of record identified on your receipt. Tonamorph (the operator identified in Terms of Service section 1.1; "we", "us") operates the processing service and assists with product and billing issues. The merchant of record processes payments, applicable taxes, refunds and payment disputes under its own applicable terms. This policy does not restrict any greater entitlement under those terms or mandatory law.

1.2 Refunds are made to the original payment method unless another method is agreed or required by law. Applicable tax is included in the refunded amount. For a valid statutory withdrawal, reimbursement is arranged without undue delay and within the applicable legal deadline, normally no later than 14 calendar days after receipt of the withdrawal notice. Bank posting times may differ. We do not postpone the statutory deadline until an internal approval is issued.

1.3 Contact support@tonamorph.com with your account email and order number, or use the seller's support or customer portal identified on your receipt. We accept requests submitted to our support address for handling and, where necessary, forwarding to the seller. Lack of a particular form or job number does not invalidate an otherwise identifiable statutory withdrawal. Do not send payment-card numbers, passwords or API keys.

2. Credits, requested processing and completion

2.1 Purchased credits are credited to your account after payment confirmation. They are an accounting unit for requesting the processing described in the Terms of Service. Adding a balance to your account does not, by itself, mean that all future processing has been performed or that every withdrawal or cancellation right has ended.

2.2 Before you submit a paid job, the applicable credit charge is shown for the selected file and operations. By submitting that job, you request those operations. Credits are reserved when a job is accepted and captured only when the requested processing has completed and its required results have been made available to your account or plugin. A reservation alone is not consumption.

2.3 Properly completed processing is a delivered service even if you later decide not to use the result in a project, change your artistic preferences, or delete your downloaded files. This does not turn an incomplete, defective, materially misdescribed or inaccessible result into a conforming one. The remedies in section 6 and mandatory law remain available.

2.4 The fee is calculated under the per-started-minute tariff in Terms section 4.4; it does not include copyright clearance, licences to third-party recordings or compositions, permission from performers, or a guarantee of acceptance by a distribution platform. A refusal by a rights holder to license your intended use, or a platform action attributable solely to your source material or subsequent use, does not by itself establish a defect in our processing.

3. Statutory withdrawal and early performance

3.1 Where a withdrawal right applies. Consumers in the EEA and UK normally have 14 days to withdraw from an eligible distance contract, subject to the applicable rules, exceptions and required information. Other countries and the seller's terms may provide different or additional rights. These are separate from our voluntary offer in section 4 and ordinary subscription cancellation in section 5.

3.2 Early performance of a service. Where the applicable rules require it, we or the seller obtain your express request before starting paid processing during the withdrawal period, explain any proportionate payment obligation, and obtain acknowledgement of the circumstances in which full performance ends the withdrawal right. If you then withdraw before full performance, only the amount lawfully attributable to the service actually supplied before withdrawal may be retained. The amount is based on the agreed contract price and the applicable method of allocation, not a cancellation penalty. We do not retain such an amount where the required information or express request was missing, or where the law otherwise prohibits the deduction.

3.3 Measuring the supplied part. For a prepaid, quantity-based processing pack, where permitted by law and the seller's terms, the starting calculation is the actual price paid for that pack multiplied by the proportion of its purchased processing credits properly consumed before withdrawal. Promotional credits, failed or released reservations, and credits from other purchases do not increase this deduction. The calculation is reduced where a legal remedy for defective or non-conforming processing requires it. Any previous refund is accounted for so that the same payment is not refunded twice.

For a time-based subscription, any statutory deduction must reflect the actual contract and applicable law. We do not presume an express request for early performance from subscription alone. Consumption of an included allowance does not, by itself, make the entire subscription period performed. A separate full charge for a distinguishable service is included only where separately priced and agreed beforehand, actually provided, and legally permitted. The same performance is not charged twice through both a time-based and a usage-based deduction.

3.4 Digital-content exception. Where a particular purchase legally qualifies as the supply of digital content without a tangible medium, a withdrawal exception applies only if all relevant requirements are met, including prior express consent to early supply, acknowledgement of the resulting loss of the withdrawal right and the required confirmation. We do not assume that calling a balance 'credits' or providing a downloadable result is sufficient to make the entire purchase subject to this exception. Adding credits or accepting general Terms is not treated as sufficient by itself. Missing conditions cannot be supplied retrospectively through this policy.

3.5 Subscriptions and renewals. Statutory withdrawal must be distinguished from ending future renewal. An ordinary monthly renewal does not automatically create a new withdrawal right in every jurisdiction. Any additional right for a trial conversion, renewal, changed contract, or transaction under local law or the seller's terms is nevertheless honoured.

3.6 How to withdraw. Send an unequivocal statement to support@tonamorph.com or the merchant of record, or use the applicable online withdrawal function in the seller's customer portal. Sending a valid notice within the applicable period is sufficient. A support investigation does not extend the time for us or the seller to act on that notice. An online withdrawal route, where legally required, is separate from a button that only stops future renewals.

Optional model withdrawal statement: To Paddle, using the contact details on my receipt, with a copy to support@tonamorph.com: I give notice that I withdraw from the following contract: [purchase or subscription]. Order date: [date]. Order number, if available: [number]. Consumer name: [name]. Consumer address, where required: [address]. Date: [date]. Signature only if sent on paper.

4. Our voluntary refund policy for credit packs

4.1 Completely unused pack: full refund within 14 days. Request a refund within 14 calendar days of buying a pack and we will arrange a full refund if none of that pack's purchased credits has been consumed. Use of free credits, subscription credits or a different pack does not by itself disqualify this purchase. Credits covered by the refund are removed from the balance.

4.2 Partly used pack: no automatic voluntary refund. Once any purchased credits from a pack have been properly consumed, that pack is outside the unused-pack offer. We do not promise a voluntary pro-rata cash refund merely because you change your mind. We or the seller may consider an exception, including a partial refund, based on the circumstances. This provision does not override section 3, section 6, mandatory law or the seller's applicable terms.

4.3 Promotional credits. Free, promotional and referral credits have no cash redemption value. Their use is not treated as paid consumption when valuing a statutory deduction. Corrections to an incorrectly charged paid job are not reclassified as free promotional credits to reduce a refund entitlement.

4.4 Accidental duplicate purchases. Tell us within 14 days if you bought the same pack twice by mistake. We will arrange a refund of an unused duplicate. Independent rights concerning duplicate or unauthorised charges are not limited by this offer.

4.5 Abuse. We may decline a discretionary refund where there is substantiated fraud or abuse, including a knowingly false claim that delivered processing was never supplied. A genuine statutory withdrawal or good-faith payment dispute is not, by itself, abuse. Mandatory rights are not forfeited merely because an account is restricted.

5. Subscriptions

This section applies to subscriptions when they are offered.

5.1 Cancel future renewals at any time. Use the merchant's customer portal or contact support@tonamorph.com. Ordinary cancellation takes effect at the end of the paid billing period; the subscription does not renew after that. Any right to earlier termination or reimbursement under applicable law or the seller's terms takes priority.

5.2 Current period. Ordinary cancellation does not automatically refund the current period or convert unused subscription credits into cash. Access and unused subscription credits continue until the period ends, when subscription credits expire under the agreed plan. Separately purchased pack credits are not cancelled by ending a subscription.

5.3 Unused accidental renewal. Contact us within seven calendar days of an unwanted renewal charge. If none of the subscription credits from that renewal has been used, we will arrange a refund of that renewal. This voluntary offer does not narrow statutory or seller-provided rights.

5.4 Price changes. A subscription price change takes effect only from your next renewal after we have given you at least 30 days' notice by email, and you may cancel before the new price applies. A price change does not affect credits you have already bought, and it does not reprice processing already delivered.

6. Failed, faulty or disputed processing

6.1 Failed jobs cost nothing. If a job does not complete, its reservation is released. A duplicate capture, a system-generated retry, or a retry we authorise to correct the same fault must not charge you twice for the same agreed performance.

6.2 Technical faults. Report a missing, empty, corrupted or otherwise defective required result to support@tonamorph.com, preferably with the job ID. For our voluntary job-credit remedy, report within 30 days. Once verified, we restore the affected charge or offer an agreed corrective rerun. That reporting window does not shorten any statutory claim period. A credit or rerun does not replace a cash refund or other remedy where the law or the seller's terms require one.

6.3 Algorithmic limitations and artistic preference. Source separation, transcription and musical analysis can produce artefacts and estimation errors. A result is not refundable solely because it is not preferred artistically, does not fit a later project, or requires ordinary further editing, provided the supplied service conforms to the contract and its disclosed functionality. The fact that a file opens or a job has a 'success' status is not conclusive proof of conformity. Material failure to provide an advertised or legally required capability remains subject to the applicable remedies.

6.4 Claims concerning source rights. We do not refund properly performed processing merely because you later discover that you lack rights needed for the source or your intended release. This does not exclude a remedy for our own misleading statement, failure to perform, infringement, or another liability that cannot lawfully be excluded. Content rights are addressed in the Copyright Policy.

6.5 Evidence without indefinite audio retention. We may assess a claim using the agreed job, lifecycle and credit records and any material you choose to provide for support. Our server-side audio retention follows the Privacy Policy; we do not keep all audio indefinitely solely in case of a billing dispute. Scheduled deletion is not, by itself, proof that a disputed result was conforming.

6.6 Quick result refund. If you mark a completed result as unusable in the plugin within 24 hours of its completion, its credits are returned automatically — up to three times in any 30 days, or once for every five completed jobs in that period if that is more, and twice in total before your first purchase. A result marked as unusable only because it was slow is not returned this way. This voluntary option does not limit sections 6.2–6.3 or your mandatory rights.

7. Chargebacks and payment disputes

7.1 Contacting us or the seller may resolve a billing error without a payment dispute, but doing so is not a prerequisite to exercising a lawful bank, card-scheme or consumer right.

7.2 The merchant of record handles chargebacks. Access funded by the disputed transaction may be restricted where reasonably necessary and permitted by the applicable terms. Final refunds and reversals are reconciled with the relevant credits so the same payment does not fund processing twice. We do not treat a lawful refund as an independent new debt solely because the credits have been spent.

7.3 Substantiated fraudulent or abusive disputes may result in proportionate account action under the Terms of Service. A good-faith dispute or statutory withdrawal does not automatically justify forfeiting unrelated paid balances. Any access or credits restricted solely because of a dispute are reconsidered when it is resolved.

8. If we discontinue the Service

If we discontinue Tonamorph entirely, the commercial commitment in the Terms of Service is to refund the unused portion of packs purchased in the preceding 12 months and the paid subscription period that will not be supplied. Any greater statutory entitlement or seller commitment also applies, including to balances outside that commercial window. Properly supplied prior processing is distinguished from undelivered future service.

9. Taxes, allocations and currency

9.1 Refunds use the original transaction currency and include tax attributable to the refunded amount. Conversion differences or charges independently imposed by your bank are not reimbursed by us unless required by law or the seller's terms. We do not deduct our own merchant-processing costs from a mandatory refund where that is prohibited.

9.2 A lawful partial refund is tied to the relevant purchase and actual price paid, including discounts. For example, for a quantity-only pack of 50 paid credits costing US$9 before tax, ten properly consumed paid credits would represent US$1.80, leaving US$7.20 before tax, only where a usage-based deduction is permitted and no other adjustment is required. This is an illustration, not a promise that every partly used pack is refundable or that every subscription is valued per credit.

9.3 Refunds remove or adjust the entitlements funded by the refunded amount. They do not transfer ownership of your original recordings to us or create rights in third-party music. Any effect on access to or use of delivered digital material follows applicable law and the terms governing that material.

10. Mandatory rights and order of priority

10.1 Mandatory consumer rights prevail, followed by any greater entitlement under the merchant of record's applicable terms or an express purchase-specific commitment. This policy supplies the additional commercial rules described above; it does not reduce those protections.

10.2 The terms accepted for your transaction govern that transaction. We do not apply a later, more restrictive refund rule retrospectively. A goodwill exception on one request does not create an unlimited money-back promise for all purchases.

11. Contact

Tonamorph · support@tonamorph.com · https://tonamorph.com
Operator details: Terms of Service, section 1.1.

For the seller's contact details and transaction-support route, see the receipt issued by Paddle.