Refund Policy

*Your satisfaction is important to us*

This Refund Policy explains how refunds, cancellations, credits, top-ups, AI generations, and billing issues are handled for TrackScene Studio.

TrackScene Studio is an AI-powered music video creation platform that uses credits, subscriptions, rendering, exports, and third-party AI processing services. Because AI generation and video rendering can create real processing costs as soon as credits are used, subscription payments and consumed credits are generally non-refundable except where required by law or expressly approved by us under this policy.

Eligible users are also provided with a Free Preview so they can evaluate TrackScene Studio before purchasing a paid subscription.

Our Refund Approach

We want users to have a fair and positive experience with TrackScene Studio.

If you experience a billing issue, technical problem, duplicate charge, or believe you were charged incorrectly, please contact us at support@trackscene.ai and we will review your request.

Refunds are not automatic and are assessed according to this Refund Policy, your account usage, the nature of the issue, and any applicable consumer laws.

Because TrackScene Studio incurs real AI processing costs when generations are performed, using paid credits may affect eligibility for a voluntary refund.

Initial Subscription Payments

Initial subscription payments are generally non-refundable once paid access has begun and paid credits have been used for AI generation, video generation, rendering, processing, exports, or other credit-consuming activities.

TrackScene Studio provides eligible users with a no-card Free Preview so they can evaluate the platform before subscribing to a paid plan.

We may, at our discretion, consider a refund of an initial subscription payment where:

The request is made promptly after purchase
The paid subscription is unused or essentially unused
No meaningful AI generation, rendering, processing, or export activity has been performed using paid credits
No completed paid-plan export has been created
The request is made from the email address connected to the TrackScene Studio account
The account has not violated our Terms of Service, Acceptable Use rules, or other applicable policies

Meeting these conditions does not create an automatic entitlement to a refund.

Once paid credits have been materially consumed, a voluntary refund will normally not be provided.

Nothing in this section limits any refund or remedy that may be required under applicable consumer law.

Subscription Renewals

Subscription renewals are generally non-refundable.

You can cancel your subscription at any time before your next billing date to avoid future charges.

Cancelling your subscription stops future renewals but does not normally terminate the billing period you have already paid for. You may continue to access the features and remaining credits included with your paid plan until the end of the current billing period, unless otherwise stated.

We do not normally provide refunds for:

Forgetting to cancel before renewal
Not using the service during a billing period
Changing your mind after a renewal has been processed
Cancelling after the renewal payment has already been processed
No longer requiring the service
Failing to use all credits included with your plan

If you believe a renewal charge was made incorrectly, contact us at support@trackscene.ai and we will review the issue.

Credits and Top-Ups

Credits and top-ups are used to generate, render, process, and export content through TrackScene Studio.

Credit pack purchases and top-ups are generally non-refundable once the credits have been issued and any portion of those credits has been used.

We may consider a refund of an unused credit pack at our discretion where:

The request is made promptly after purchase
None of the purchased credits have been consumed
The purchase was not made as part of fraudulent, abusive, or prohibited activity

We may also provide a refund or credit adjustment if:

You were charged incorrectly
A duplicate payment was made
Credits were not added to your account after successful payment
A confirmed TrackScene Studio platform error prevented you from using purchased credits

Monthly subscription credits form part of your subscription service and do not have a separate cash value.

Unused credits may expire, reset, or become unavailable according to your plan details, billing period, subscription status, or the terms shown at the time of purchase.

AI Generations and Consumed Credits

Credits pay for the AI processing required to perform a generation, render, export, or other credit-consuming action.

They do not guarantee a particular artistic, creative, commercial, streaming, or marketing outcome.

When an AI generation or processing request successfully completes, the credits used for that action are considered consumed even if:

You do not like the result
The result does not fully match your prompt or expectations
You decide not to use the generated content
You later regenerate, replace, or modify the content
You choose a different AI model or creative direction afterwards
The generated output does not achieve your intended artistic or commercial result

Successfully consumed credits are not normally restored or refunded.

Failed Generations and Technical Issues

AI generation can occasionally fail because of technical or provider-related issues.

If credits are deducted for a generation or processing action that fails because of a confirmed TrackScene Studio platform error, we may, at our discretion:

Automatically restore the affected credits
Manually restore or replace the affected credits
Assist with regeneration
Provide another appropriate remedy
Review the issue for a possible refund in exceptional circumstances

Examples of technical issues may include:

Failed rendering caused by a confirmed platform error
Credits deducted where no generation was successfully performed
Export failure caused by a system fault
Account access problems caused by a TrackScene Studio platform fault
Payment succeeding without the corresponding plan or credits being provided

A generation that successfully completes but produces an unwanted or unsatisfactory creative result is not considered a failed generation solely because the result did not meet subjective expectations.

Before requesting a refund because of a technical issue, please contact support so we can investigate and attempt to resolve the problem.

Generated Content and Creative Results

TrackScene Studio uses artificial intelligence to help generate music videos, lyric videos, scenes, captions, visual assets, motion clips, and exports.

Because AI-generated results can vary, we do not guarantee that every output will match your exact artistic expectations, commercial goals, or personal preferences.

Refunds are not normally provided solely because:

You do not like the creative result
The AI output was not what you expected
You changed your mind after generating content
You later prefer a different generation or creative direction
Similar content could be generated for another user
Your video did not achieve a particular marketing, streaming, sales, or social-media result
A third-party platform rejected, removed, demonetised, restricted, or limited your content

You are responsible for reviewing, editing, approving, and deciding how to use generated output.

Free Preview

TrackScene Studio may provide eligible users with a Free Preview so they can evaluate the platform before purchasing a paid subscription.

Free Preview credits:

Have no cash value
Cannot be exchanged for money
Cannot be refunded
May expire according to the Free Preview terms
May be limited to selected generation models or features
May include watermark, resolution, export, or other restrictions
May be limited to one preview allowance per eligible user

Using the Free Preview gives eligible users an opportunity to evaluate TrackScene Studio before purchasing a paid plan.

Use of the Free Preview does not create an entitlement to a refund after a user subsequently chooses to purchase and use a paid subscription.

Plan Limits, Watermarks, and Export Quality

TrackScene Studio plans may include different limits and features, including:

Monthly credit allowances
AI generation models
Motion and image generation options
Export resolutions
Watermark settings
Release asset access
Storage allowances
Processing capabilities
Feature availability
Usage limits

Refunds are not normally provided because of plan limits, credit consumption rates, or feature differences that were clearly disclosed before purchase or displayed on our pricing pages or within the platform.

This includes, but is not limited to:

Watermark requirements
Resolution limits by plan
Credit allowances
Generation credit costs
Export limits
Release asset restrictions
Feature differences between plans
AI model availability
Processing or generation limits

Please review the applicable plan details and use the Free Preview, where eligible, before purchasing or upgrading.

Cancellations

You may cancel your subscription at any time through your account settings, subscription management or billing portal, or by contacting us at support@trackscene.ai.

Cancelling your subscription:

Stops the subscription from automatically renewing at the end of the current billing period
Does not automatically refund your current or previous subscription payment
Does not normally terminate access you have already paid for
Normally allows you to continue using your paid plan until the end of the current billing period

After cancellation:

Your plan will remain active until the end of the current paid billing period unless otherwise stated
You may continue using remaining subscription credits during that period
Future subscription charges will stop
Unused monthly subscription credits may expire or become unavailable when the billing period ends
You may lose access to paid features, exports, storage, or premium tools when the subscription ends
Your account data will be handled according to our Privacy Policy

Cancelling a subscription and requesting a refund are separate actions. Cancelling your subscription does not automatically create an entitlement to a refund.

Incorrect or Duplicate Charges

Please contact us if:

You were charged an incorrect amount
You were charged more than once for the same transaction
A payment succeeded but the corresponding subscription, plan access, or purchased credits were not provided
You believe an unauthorised or erroneous billing event occurred

We will investigate verified billing errors and provide an appropriate correction, credit adjustment, or refund where applicable.

Account Termination and Policy Violations

Voluntary refunds will not normally be issued if your account is suspended, restricted, or terminated because of a violation of our Terms of Service, Acceptable Use rules, copyright requirements, payment rules, or other applicable policies.

This includes misuse such as:

Uploading content you do not have rights to use
Attempting to bypass plan or credit limits
Abusing credits, refunds, Free Preview offers, or promotional allowances
Creating prohibited or unlawful content
Fraudulent activity
Payment or chargeback abuse
Using TrackScene Studio for misleading, harmful, or infringing purposes

Nothing in this section limits any rights or remedies that cannot lawfully be excluded.

Third-Party Purchases

If you purchased TrackScene Studio through a third-party marketplace, reseller, affiliate platform, app store, or other external provider that processed the payment on its own behalf, refund requests may need to be submitted directly to that provider.

Third-party purchases may be subject to different refund policies, processing times, and conditions.

Refund Processing Time

If a refund is approved:

We will normally process the refund to your original payment method
The associated paid subscription may be terminated immediately
Unused credits associated with the refunded payment may be removed
Access to paid features may end when the refund is processed
Refund processing usually takes approximately 5–10 business days

Your bank, card provider, Stripe, or other payment provider may require additional time before the refund appears in your account.

We are not responsible for processing delays caused by banks, card providers, or payment processors.

Chargebacks

If you have a concern about a TrackScene Studio charge, please contact us before initiating a chargeback so that we can investigate the issue.

We are committed to reviewing legitimate billing concerns fairly.

Fraudulent, abusive, or improper chargebacks may result in:

Immediate account suspension
Loss of access to generated content and credits
Cancellation of active subscriptions
Restriction from future purchases or account creation
Recovery of chargeback fees or other costs where permitted by law

Consumer Law

Nothing in this Refund Policy excludes, restricts, or modifies any consumer guarantee, right, or remedy that cannot legally be excluded.

Where applicable consumer protection law requires TrackScene Studio to provide a refund, cancellation, repair, replacement, service correction, or other remedy, we will comply with those obligations.

Changes to This Policy

We may update this Refund Policy from time to time.

When we update this policy, we will revise the "Last updated" date above.

Significant changes may be communicated by email, in-app notice, or by posting an updated version on our website.

Contact

For refund requests, cancellation requests, or billing questions, contact us at support@trackscene.ai.

Please include:

The email address connected to your TrackScene Studio account
Your order number or invoice number, if available
The reason for your request
Any screenshots or additional details that may help us review the issue