Refund Policy

1. Who handles refunds

The Songvela support team receives refund requests at support@songvela.com.

2. Contact us first

Before opening a payment dispute, contact support@songvela.com with the checkout email, payment reference, and a clear description of the issue. We aim to respond within three business days.

3. Fourteen-day unused-purchase window

You may request a full refund within 14 days of purchase only when no song credit or voice credit from that purchase has been used. We verify the purchase and its usage before approving a refund.

Once any unit from a purchase has been consumed, that purchase is non-refundable. This rule applies even if unused units remain.

4. Generation problems

If a technical failure consumes a credit without delivering the requested result, our first remedy is to restore that credit so you can try again. Subjective dissatisfaction with AI-generated lyrics, style, voice, pronunciation, likeness, or artistic quality is not a refund reason.

A monetary refund may be considered when a permanent technical problem prevents us from delivering the purchased service and a credit restoration or replacement cannot reasonably fix the problem.

5. Processing refunds

For Stripe purchases, approved refunds are initiated through Stripe to the original payment method. For a purchase whose receipt names songvela.com as seller, that company is responsible for processing the approved refund through the relevant payment method. Bank or card processing times are controlled by the payment provider. A request may be declined where the purchase was used, the request is outside the applicable window, or fraud or abuse is reasonably suspected.

6. How to request

Email support@songvela.com from the purchase email where possible. Include your purchase email and the checkout or payment receipt reference. Do not send full card numbers or security codes.