Short version: failed generations give your credits back automatically. If you are not happy with your first payment, ask within 14 days and we refund it as long as you have used less than a quarter of its credits. You can cancel any plan at any time and keep it until the end of the period you paid for.
Who processes payments
Payments for MusicVivo are handled by Creem, our merchant of record. Creem issues the receipt, collects any sales tax or VAT, and sends approved refunds back to the original payment method. Refunds usually appear within 5 to 10 business days, depending on your bank.
Failed generations
When you press record, the credits for that song are reserved. If the generation fails for any reason, those credits return to your balance automatically, usually within a few minutes. You don't need to contact us.
First subscription payment: 14-day refund
- Ask within 14 days of your first payment for a plan.
- You qualify if you used less than 25% of that period's credits (for example, under 125 of Starter's 500 seconds).
- After the refund, the plan ends immediately and the credits from that payment are removed.
- Tracks generated during the refunded period lose their commercial license and fall back to personal use.
Renewals
Renewal payments are not refundable once the new period has started, because its credits are added to your account straight away. If a renewal charged you after you meant to cancel and you haven't used any of its credits, write to us within 7 days and we will refund it.
Credit top-ups
One-time credit packs can be refunded within 14 days if none of their credits have been used. Partially used packs are not refundable.
Cancelling a plan
Cancel from Billing in the studio at any time. You keep your plan, its remaining credits and commercial use of new tracks until the end of the period you already paid for. Nothing renews after that. Tracks you made while subscribed keep their commercial license after you cancel, as described in the music license.
Your right of withdrawal (EU and UK)
MusicVivo is digital content supplied immediately. When you buy a plan or credits, you ask us to start right away and acknowledge that your 14-day right of withdrawal ends once you start using the credits. The 14-day refund above still applies on top of that, under the conditions listed.
How to request a refund
Email [email protected] from the address on your account and include the date of the payment. We reply within two business days. Chargebacks opened without contacting us first may lead to the account being suspended while the dispute is open.
See also the Terms of Service and pricing.