Refund Policy
- A file that fails to process gives its minutes back automatically.
- Minutes spent on a finished file aren't refunded.
- An unused pack, or the first payment of a plan with no minutes used, can be refunded within 14 days.
- Duplicate charges and minutes missing after a payment are always put right.
Failed files
If a file fails to process, the minutes it held return to your balance on their own. You don't need to ask.
Minutes you've used
Minutes pay for the work of separating your file, billed by the second. Once minutes have been spent on a finished file, they aren't refunded. If the result is broken, or the music clearly wasn't removed, try the stronger pass on the result page at no extra cost, or contact us and we'll look at it.
Minute packs
Pack minutes never expire. You can get a full refund for a pack within 14 days of buying it, as long as none of its minutes have been used.
Monthly and yearly plans
Minutes. A plan adds its minutes every month, on both monthly and yearly billing. Plan minutes expire when the next month's minutes arrive; they don't roll over. When you have plan minutes and pack minutes, plan minutes are used first.
Cancelling. You can cancel at any time from your account under Credits & billing. Your plan keeps running until the end of the period you've paid for, and minutes on hand stay until they expire. Nothing renews after that.
Changing plans. Moving to a bigger plan on the same billing interval happens straight away: you pay the difference for the rest of the period and get the extra minutes at once. On monthly billing that's the full month's difference; on yearly billing it's the difference for the months left, the current one included. Moving to a smaller plan, or switching between monthly and yearly, takes effect at your next renewal.
Plan refunds. The first payment of a plan can be refunded within 14 days if none of its minutes have been used. Renewals and upgrade charges aren't refunded, except for billing mistakes.
Billing mistakes
If you were charged twice, or paid and didn't get your minutes, we'll always fix it: by adding the missing minutes or refunding the extra charge, whichever you prefer.
How to ask for a refund
Contact us from the email on your account and tell us what you bought and when. Refunds go back to the original payment method and usually show up within 5–10 business days. Minutes from a refunded purchase are removed from your balance.
Changes to this policy
If we change this policy, we'll post the new version on this page. Purchases are covered by the policy in place when you made them.