Last updated: October 13, 2026

This Policy explains how ElevenSong handles credit restoration for failed generations, refund requests, subscription cancellations, unauthorized or duplicate charges, payment disputes, and fraud for purchases made on elevensong.com. It is part of our Terms of Service. Nothing here limits a refund, cancellation, withdrawal, or other consumer right that cannot lawfully be excluded.

ElevenSong sells digital access to its AI music studio through credits. Credits can be used across every tool: song generation, lyrics, extending tracks, vocal removal and stem splitting, music videos, and WAV conversion. Credits are normally added to your account shortly after the payment provider confirms payment, and they are used up as your requests are processed.

The details shown before you pay, including the credits included, the billing interval, and the validity period, form part of your purchase. Unless checkout says otherwise:

• Annual plans are paid once, do not renew automatically, and provide credits valid for 12 months
• Monthly plans renew automatically each month until cancelled, and each month's credits are valid for one month
• Credit packs are one-time purchases, do not renew, and provide credits valid for one month

Unused credits expire at the end of their validity period and do not roll over. Free starter credits and invitation rewards have no cash value and are never refundable.

You can cancel a monthly plan at any time from your billing settings or by contacting us. Cancellation stops the next renewal. Credits already issued for the current month stay available until they expire, and the current month is not normally refunded once its credits have been delivered.

If you forgot to cancel and have not used any credits from the latest renewal, contact us promptly. We will review the request and may refund that renewal.

Annual plans and credit packs do not renew, so there is nothing to cancel.

We review each refund request individually. A refund may be available when:

• The same order was charged more than once because of a verified billing error
• A payment was unauthorized and the claim can be verified
• Payment completed but the credits or plan were not delivered and we cannot fix it within a reasonable time
• The purchase was materially different from the checkout description and we cannot provide a reasonable correction
• The law requires a refund, cancellation, withdrawal, or other remedy

Where it fully resolves the problem and the law allows, we may first offer to activate the order, restore missing credits, or correct the billing error.

Except where the law requires otherwise, we normally do not refund:

• Credits already used for completed songs, lyrics, extensions, stem splits, music videos, or WAV conversions
• A completed result you dislike, for example because of the melody, vocals, genre, mix, lyrics, or how your prompt was interpreted
• Stems or extensions that sound different from what you hoped for because of the quality of the audio you uploaded
• A change of mind after credits were delivered or used
• Unused credits that expired after the validity period disclosed at purchase
• A release that a streaming platform, distributor, or content-identification system rejected or flagged
• Problems caused by an unsupported device, your network, browser settings, lost credentials, or a third-party service outside our reasonable control
• Restrictions or termination resulting from fraud, account sharing, payment abuse, uploading audio you have no right to use, or another material breach of the Terms
• Bank, card, or exchange-rate fees charged by your financial institution

Using part of your credits does not usually entitle you to a proportional refund of the rest. We may make a discretionary exception in a special case, but doing so once does not oblige us to do it again.

Because credits and studio access are supplied immediately, you may be asked at checkout to request immediate performance. In some countries you may have a statutory withdrawal period unless you expressly request immediate performance and acknowledge its effect. Any such right applies according to local law. Statutory remedies for a service that is not supplied, is not as described, or fails a legal guarantee remain available where they cannot be waived.

A request can fail or be blocked because of model-provider downtime, a safety filter, an unsupported or damaged audio file, queue load, a network error, or an account restriction. When our records confirm that a request failed before a usable result was delivered, the credits charged for it are normally restored to your balance automatically, and the failed item in your library shows that no credits were used. If this does not happen, contact us with the approximate time and the item from your library.

For an isolated failed request, restoring credits rather than refunding the plan or pack is the normal remedy. A queued or slow request is not a failed one. A completed song is not considered failed only because it contains artifacts, mispronounced lyrics, or differs from what you imagined.

Email [email protected] from the address linked to your account and include:

• Your account email
• The order number shown on your Orders page, or the payment-provider reference
• The payment date and the plan or pack purchased
• A short description of the issue
• Any relevant screenshots, with sensitive payment details removed

Please contact us promptly after you notice the issue. We may check account activity, order status, credit use, generation logs, support history, and payment-provider records, and we may decline a request that cannot be verified or involves abuse, while preserving your legal rights. Approved refunds normally go back to the original payment method, and your payment provider and bank control when the funds appear. Credits from a refunded order are removed from your balance.

If you see a charge you did not authorize, tell your payment provider and contact us as soon as possible. Please never send a full card number or security code.

Where practical, contact us before opening a chargeback so we can fix an access or billing problem. A payment dispute may require us to restrict the disputed credits or account while the processor reviews the claim. We may give the processor, bank, or card network the order, login, credit-use, policy, and communication records relevant to the dispute. A good-faith dispute does not by itself violate our Terms, but knowingly false information, dishonest chargebacks after credits were used, stolen payment methods, or coordinated dispute abuse may lead to termination and recovery of losses where the law allows.

We may review orders and account activity for stolen payment methods, unauthorized access, false billing details, multiple accounts used to collect free starter credits, invitation-reward abuse, account sharing or resale, automation abuse, and other suspicious activity. Where reasonably necessary to prevent fraud or protect the Service, we may delay fulfillment for verification, decline an order, reverse credits or invitation rewards that were improperly issued, restrict payment methods, suspend access, or terminate accounts. Serious fraud, child-safety violations, non-consensual intimate content, security attacks, or other illegal activity may be reported to processors, platforms, or authorities.

Fraud controls can make mistakes. If you believe an order or account was restricted in error, contact us.

We may update this Policy to reflect product, payment, fraud, or legal changes. The revised version applies from when it is posted, and we will update the date above. A change will not remove a mandatory right that applied when you purchased.

For billing errors, refunds, subscription questions, unauthorized charges, or payment disputes, contact [email protected].