Refund Policy.
1. Payment Processing & Merchant of Record
All payments for SongUp AI (www.songupai.com) subscriptions and credit purchases are processed by Lemon Squeezy, our authorized Merchant of Record.
As the Merchant of Record, Lemon Squeezy handles all billing, invoicing, sales tax/VAT collection, and payment processing on behalf of SongUp AI. This means that charges on your bank or credit card statement will appear under Lemon Squeezy's name. Lemon Squeezy is responsible for ensuring compliance with global payment regulations, consumer protection laws, and tax obligations.
By purchasing a subscription or credit top-up, you agree to Lemon Squeezy's Terms of Service and Privacy Policy in addition to the terms outlined on this page.
2. Refund Policy
SongUp AI provides access to GPU-intensive generative AI services. When you purchase a subscription or credit top-up, you are purchasing immediate access to server compute capacity and digital processing tools. Because of the nature of these digital services, we generally do not offer refunds for services that have already been delivered or consumed.
When refunds may be granted:
- Duplicate or Erroneous Charges: If you were accidentally billed twice for the same transaction, we will issue a full refund for the duplicate charge. Please contact us within 14 days of the charge.
- Service Not Delivered: If a verified, prolonged platform outage prevented you from accessing any services during a significant portion of your billing period, we may issue a partial or full refund at our discretion.
- Cooling-Off Period: In jurisdictions where a statutory cooling-off or cancellation period applies (e.g., EU consumer protection law), you may request a refund within the applicable timeframe, provided you have not substantially used the services. For the purposes of statutory “cooling-off” periods, “substantial use” is defined as the consumption of more than 5% of a monthly credit allotment or the execution of more than three (3) generation requests.
- Corrupted Output: If a server error results in a completely unusable or corrupted file and our system fails to auto-refund your credits, our support team can manually reconcile the credit deduction.
When refunds are not applicable:
- Aesthetic Dissatisfaction: If a generated song, image, video, or vocal output does not meet your subjective creative expectations, this does not qualify for a refund. AI-generated content is inherently variable and experimental.
- Credits Already Consumed: Credits are considered spent once a generation request is submitted to our processing cluster, regardless of whether you ultimately download or publish the result.
- Change of Mind: Refunds are not available simply because you no longer wish to use the service after credits have been allocated to your account, unless a statutory right applies.
3. Subscription Cancellation
Cancelling Your Plan
You may cancel your subscription at any time via your Account Settings. Cancellation stops your payment method from being charged on the next billing date. Your premium access and remaining credits will remain available until the end of your current billing period.
Continued Access & Expiration
If you cancel mid-cycle, your account retains its premium status and you may utilize your existing credit allocation until the expiration date of the current billing period. Unused monthly credits do not hold monetary value and do not roll over after cancellation.
4. How to Request a Refund
If you believe you are entitled to a refund under the conditions outlined above, please follow these steps:
- Contact our support team at support@songupai.com with your account email, a description of the issue, and any relevant transaction IDs.
- Allow up to 5 business days for our team to review your request and respond.
- If your refund is approved, it will be processed through Lemon Squeezy and returned to your original payment method. Processing times may vary depending on your bank or payment provider.
We encourage you to contact our support team before initiating a chargeback or payment dispute with your bank. We are committed to resolving billing issues fairly and promptly.
5. Chargeback & Dispute Policy
We understand that billing issues can occur, and we are always happy to assist. However, we ask that you contact our support team before filing a chargeback or payment dispute with your bank or card provider.
Filing a chargeback without first attempting to resolve the matter directly with us may result in:
- Suspension of your account pending investigation.
- Revocation of commercial licenses for any content generated under your account if the chargeback is found to be unsubstantiated.
- Permanent Blacklisting: Accounts associated with fraudulent chargebacks will be permanently blacklisted from the SongUp AI ecosystem and all future affiliated platforms.
We will always cooperate with Lemon Squeezy's dispute resolution process and provide all relevant evidence to ensure a fair outcome.
Support & Dispute Resolution
If you believe your situation qualifies for a legitimate infrastructure exception (e.g., a critical server double-charge or ongoing generation failure), please contact our teams directly:
Copyright © 2026 SongUp AI - www.songupai.com