Refund Policy

Updated

This policy explains payment refunds, reserved credits, credits returned after a failed request, and what happens when you cancel subscription renewal.

Cash refund eligibility

A refund review under our standard policy requires both of these account usage limits:

  • Fewer than 5 generated songs.
  • Fewer than 200 credits consumed.

Both conditions must be met. Having exactly 5 generated songs or exactly 200 credits consumed is outside these limits. Deleted songs still count. Credits returned after a failed request are excluded from consumed credits.

Requests are reviewed individually. Meeting these limits does not automatically issue a refund. This policy does not limit your applicable statutory consumer rights.

Approved subscription refunds

An approved refund returns the full amount of the selected payment. Only unused credits issued by that payment are removed. Credits from other payments and promotional gifts are preserved.

A refunded payment no longer provides subscription access or future monthly credits. Access paid for by other valid payments is kept. Canceling renewal alone does not end the period you already paid for.

Credits returned after a failed request

Credits returned for a failed generation are restored to your creto balance. This does not refund a subscription payment. Promotional credits, including a signup gift, are not a cash purchase.

Subscriptions and accumulated credits

Credits accumulate and are not cleared at renewal. Annual subscriptions receive monthly credits on their subscription anniversary date, using the last day of a shorter month. Canceling renewal keeps your paid access and scheduled monthly credits until the end of the period you paid for.

Reserved credits and unconfirmed requests

We reserve the quoted credits while a paid request is confirmed. Reserved credits reduce your available balance but are not a completed charge. A definite rejection releases the reservation to its eligible original sources. If confirmation is uncertain, check the request and Billing before submitting again; closing a page does not cancel accepted work. We do not automatically repeat paid submissions.

How to request a review

Email support with your account email, payment receipt or transaction reference, and the reason for your request. If a payment is missing from Billing, include its receipt or transaction reference so we can review it. Do not send full card details or passwords. For Waffo purchases, the contact details on your receipt and Waffo’s Buyer Terms provide its order support process. Historical Creem purchases retain Creem’s Buyer Terms. Refunds are processed by the original payment provider.

These usage limits do not override statutory consumer rights or mandatory refund obligations. The time it takes to receive an approved refund depends on the payment provider and your bank.

creto is the music service at www.songcreative.com, based in Hong Kong. For account, privacy or billing questions, contact support@songcreative.com.