Refund & Cancellation Policy
Tapemoon is a digital service: your plan and credits are available as soon as payment is confirmed, and every render uses paid AI compute. This policy explains when you can ask for a refund and how to cancel. It is part of our Terms of Service.
At a glance
| What you bought | When you can request a refund |
|---|---|
| Subscription payment (first payment or renewal, monthly or yearly) | Within 14 days of the charge. |
| Credit pack | Within 14 days of purchase. |
| Duplicate or mistaken charge | Always. Full refund of the extra charge. |
| Service outage | If the Service is unavailable for more than 72 consecutive hours for reasons within our control: a prorated refund or credit for the affected time. |
What is not refundable
- Payments more than 14 days old, except for the duplicate charges and outages above.
- Partial periods: canceling stops future charges but does not refund the rest of the current month, or of the current year on a yearly plan.
- Dissatisfaction with the creative result of a render. AI outputs vary; try the free plan before you pay.
- Accounts suspended or terminated for breaking our Terms or Acceptable Use Policy.
Failed renders are not charged: if a render fails because of a fault on our side, its credits go back to your balance automatically.
Your legal rights
Nothing in this policy limits a refund or withdrawal right you have under the consumer law of your country. If you are in the EU, the UK or another country with a statutory withdrawal period for digital services, you have 14 days to withdraw from a purchase. At checkout we ask you to agree that the Service starts immediately; once you use credits from that purchase, the withdrawal right ends for the part already used, as the law allows.
How to cancel a subscription
- In the app: Studio → Billing → Cancel subscription.
- By email: write to support@tapemoon.com from your account email.
Cancel at least 3 business days before your renewal date to be sure the next charge is stopped. You keep your paid plan until the end of the period you paid for, then move to the free plan. We email you a confirmation when you cancel.
How to request a refund
Write to support@tapemoon.com with your account email, the order or transaction ID from your receipt, and the reason. We reply within 2 business days and process approved refunds within 5 business days.
Refunds are issued through Waffo Pancake, our payment provider, to the original payment method. Card refunds usually appear within 3–10 business days, depending on your bank; refunds to a payment account usually appear within a few days. A refund removes the unused credits from that payment (a partial refund removes the same share of the credits it bought), and a full refund of a subscription payment also cancels that subscription.
No fees. We do not charge any fee to cancel a subscription or to process a refund.
Please contact us before opening a dispute or chargeback with your bank. Most billing problems are solved faster by email.