Refund Policy

Generation failures

When a generation fails before a usable asset is saved because of a MediaMuse or provider error, the credits reserved for that task are returned automatically. This credit reversal is not a cash refund. Tasks requiring billing or persistence review remain on hold until they are reconciled.

Subscription payment refunds

Subscription charges are generally non-refundable once credits have been granted or used. We may approve a refund for a duplicate charge, an incorrect charge, or another case required by applicable law.

To request a review, submit a support ticket within 7 days of the charge and include the order number and reason. Do not include full card details. The merchant of record may request additional information and makes the final payment-network determination.

Credits after a cash refund

If a cash refund is approved, unused credits granted by that purchase are revoked. If the purchase credits have already been used, the account may be paused for manual review instead of being given an unexplained negative balance.

Non-refundable items

Except where required by law, we do not provide cash refunds for:

• Credits already consumed by completed generations.
• A change of mind after substantial use of the plan.
• Failure caused by prohibited content, unsupported input, or a breach of our terms.
• Exchange-rate differences, bank fees, or taxes handled by the merchant of record.

Processing time

Approved refunds are submitted to the original payment method. Bank and card-network processing times vary and are outside MediaMuse's control.

Contact

Submit requests through Support Tickets in your account or email support@mediamuseai.com.