Updated October 28, 2026. Read these policies alongside the account, job and checkout details for your request. Purchase availability and terms must be confirmed before payment.
Which kind of request is this?
| Situation | What to check | Where to go |
|---|---|---|
| Confirmed technical failure | The existing job’s final state and released credit or trial reservation. | Job-status help |
| Stop another subscription renewal | Current plan, renewal date and cancellation confirmation. | Billing |
| Ask for money back | The original order and a separate purchase review. Requesting is not confirmation of a completed refund. | Contact support |
| Delivered clip needs review | Full output, affected timestamps and a description of timing or visual defects. | Result troubleshooting |
If a generation technically fails
A job that cannot deliver a valid, complete, playable file with the expected audio does not consume paid credits or the free generation. Its original reservation is released after terminal failure is confirmed. A free output with missing or broken watermark processing is not a successful trial delivery.
When a provider response is uncertain, the job may need reconciliation before final settlement. Check the task page before retrying. A late callback must not consume a free entitlement that has already been restored and reserved by another job.
If reserved credits expire while processing
Valid allocations return to their original credit batch on technical failure. An allocation that expired during processing is recorded separately, with eligible compensation tied to the same order and job; the compensation window is seven days. The same allocation is never refunded twice.
User-requested cancellation does not extend a credit batch’s expiry. A new monthly cycle does not change how an already reserved job settles.
If a delivered result does not suit your project
Send the job reference and a description of the problem through Contact. Explain whether you see timing issues, facial artifacts, unexpected trimming or another defect. Review the complete clip with sound before reporting it.
A successfully delivered clip does not automatically become a technical failure because you prefer another creative result. Subjective quality reports need individual review; they do not provide unlimited retries or reset a consumed free entitlement.
Requesting a cash refund
Request a purchase review within 14 calendar days of the original pack payment or the relevant subscription payment. Each purchase or paid monthly period is reviewed separately. Fully unused purchases are eligible for a full refund within this window.
For a partly used pack or monthly purchase, we manually calculate the eligible amount from its original price before tax and the proportion of its original purchased credits that remains unused and unexpired. We round down to the smallest currency unit and cap the amount at the part of that payment not already refunded. Previously revoked credits are not counted again. Any tax adjustment is reviewed against the original payment.
Annual purchases are reviewed against the paid year, issued and consumed credits, and remaining monthly access. We confirm the eligible amount before processing. A refund review pauses further monthly grants from that payment while it is unresolved.
Credits consumed by successfully delivered jobs are not automatically refundable. Technical failures, duplicate charges and defective delivery are reviewed separately. Pending jobs must settle before the final amount is calculated. Technical credit returns and cancellation of renewal do not themselves issue a cash refund.
Email support@musetalk.app with your account email and order reference. We review the original order, related credit batches and delivered work, then provide a decision and, if approved, the refund’s processing status. Do not send your card number or security code.
A request or a “processing” status is not confirmation that money has arrived. Payment-provider completion and your bank’s posting time are separate stages.
Cancellation and partial use
Cancel a subscription in Billing to stop its next renewal. The current paid cycle continues, and independent unexpired packs remain available. Cancellation does not automatically issue a refund.
Any approved refund is linked to its original purchase. Related unused credits may be frozen while the review is pending and revoked after a successful refund. A failed refund must be reconciled; unrelated purchase credits are not removed. Total cash refunds cannot exceed the original payment. These commercial conditions apply wherever we offer the service and do not limit mandatory rights under applicable law.