Refund Policy

Scope

This Refund Policy is part of the Terms of Service for ExactMusic at getexactmusic.com, operated by Core Matrix, LLC.

It covers one-time credit packs bought on ExactMusic. It does not cover guest previews or credits we grant without a purchase (for example, a signup grant). Complimentary credits have no cash value and are not refundable.

30-day money-back guarantee

If you are not satisfied with a purchased credit pack, you may request a refund within 30 days of the purchase date. The 30 days run from the purchase, not from the last time you signed in.

We review refund requests in good faith. This guarantee is our voluntary promise to buyers and is in addition to any rights you already have under applicable law. It is not limited by a vendor-only matrix of “unused credits only” or “no refund after generation.”

Abuse, fraud, or manipulative refund behaviour may lead us (or the payment processor that is Merchant of Record for your order) to decline a request.

Statutory consumer rights

Nothing in this policy limits mandatory consumer rights that apply to you.

Where European Union or United Kingdom consumer law (or similar rules in your place of residence) gives you a 14-day right of withdrawal for a distance contract, that right remains available on the terms of that law.

For digital content supplied immediately, that withdrawal right may end earlier if you expressly consent to immediate supply and acknowledge that you will lose the right of withdrawal once supply begins, when and as that law allows. We do not invent extra exceptions beyond what applicable law provides. Our 30-day money-back guarantee above is separate from, and does not replace, those statutory rights.

Who handles billing and refunds

Checkout may be completed through Paddle or Stripe. Your receipt and payment confirmation show which processor handled the order. That processor is the party that processes the charge and returns an approved refund to the original payment method.

Paddle orders. For orders processed by Paddle, Paddle.com is the Merchant of Record. Billing, tax invoicing, and refunds for those orders are handled by Paddle. You can contact Paddle Buyer Support at https://paddle.net, or use the “View receipt,” “View your order,” or similar link in your Paddle confirmation email.

Stripe orders. For orders processed by Stripe, Stripe processes the payment and the refund to your original payment method. You can also write to us at the address below and we will handle the request under this policy.

How to request a refund

Email support@getexactmusic.com from the email on your account. Include:

• the purchase date and amount,
• the email used at checkout, and
• if you have it, the receipt, order ID, or last four digits of the card.

We use that information only to find the order.

For Paddle orders, you may also request a refund through Paddle Buyer Support or the links on your Paddle receipt. You can contact both ExactMusic support and Paddle; Paddle remains the Merchant of Record for those orders and processes the return of funds.

How the money is returned

Approved refunds are sent to the original payment method by the processor named on your receipt (Paddle or Stripe). We do not send cash, checks, or store credit in place of that processor refund. The time the refund appears on your statement depends on your bank or card issuer. It is often several business days after the processor accepts the refund, and it can take longer.

If you were charged tax on the refunded amount, tax is refunded as the processor and applicable tax rules require.

Failed generations

A generation that fails does not keep the credits. Credits taken for a failed attempt are returned to your ExactMusic balance. That restore is not a card refund. If a failed attempt still shows as spent, email support@getexactmusic.com and we will correct the balance.

Contact

Core Matrix, LLC
ExactMusic — https://getexactmusic.com
support@getexactmusic.com
Paddle Buyer Support (Paddle orders): https://paddle.net