Cancelling a subscription
SonicStem Pro is a recurring subscription. Where you cancel depends on who sold it, and your account in the app links you to the right place — you do not need to ask us to cancel on your behalf.
- Sold through Link (Stripe Managed Payments): your subscription is managed and cancelled through Link, which also handles your payment methods, invoices, and receipts.
- Billed directly through Stripe: your subscription is managed and cancelled from the Stripe billing portal.
Cancelling stops the subscription from renewing. It is not a request for a refund. We describe what cancelling does rather than how any particular provider's screens are laid out, because those can change.
Access for the rest of the period
Where cancellation is scheduled for the end of the billing period, the subscription ends on the date you have already paid through. Your Pro access and your remaining credits for that period continue until that date rather than stopping immediately. The app shows the date the current period ends.
Because the period you paid for is not cut short, cancelling on its own does not produce a refund.
Stopping future renewals
After the scheduled end date, the subscription does not renew and you are not billed again. Your account remains, but without Pro access and without a new credit allowance.
You can subscribe again later if you want to.
Cancelling vs. closing your account
These are separate actions. Cancelling the subscription stops billing but leaves your account in place. If you also want your account and its data removed, that is a separate request — see the Privacy Policy.
Credits you have used
Processing credits that have been used are not refundable. A tool run that completed and produced results has consumed the processing it was charged for, whether or not you were satisfied with the quality of the output. Automated separation, transcription, and detection are imperfect by nature, and an imperfect result is not by itself a failed run.
Credits you have not used
Your credit allowance resets at the start of each billing period. Credits are a per-period allowance rather than a stored balance, so unused credits do not roll over, expire at the end of the billing period they belong to, and no credit balance remains after a subscription ends.
Credits are not currency, have no cash value, and cannot be transferred, sold, or exchanged for money.
Duplicate or erroneous charges
If you believe you were charged twice for the same billing period, charged after cancelling, or charged an amount that does not match the plan you signed up for, contact us. We will look at the billing record for your account and at what Stripe recorded.
Where we confirm a charge was genuinely duplicated or made in error, we will correct it. We are not promising an automatic refund without review — each case is checked first.
Processing that failed on our side
If a tool run fails because of a fault on our side, the credits reserved for that run are released rather than charged. Credits are reserved when a run starts and are only charged when it completes, so a run that does not complete should not leave a charge against your allowance.
If you can see that credits were taken for a run that never produced results, tell us and we will investigate and correct the balance.
Processing that failed on the file
A run can also fail because of the file rather than the service — for example an unsupported format, a corrupt or truncated file, a track longer than the duration limit, a file over the size limit, or audio that contains nothing usable for the tool you chose.
In these cases the same reservation behaviour applies: a run that does not complete releases its reservation. But we do not offer compensation beyond that for uploads that could not be processed, and a completed run on a poor-quality source is still a completed run.
Supported formats and limits are shown in the app. Checking that a file plays correctly before uploading it avoids most of these cases.
Discretionary refunds
Outside the situations described above, refunds are considered case by case, and we may decline a request. We do not operate a refund guarantee, a money-back trial, or a fixed refund window.
Nothing in this policy affects any refund or cancellation right you have under the consumer law that applies to you.
Billing disputes
If something on your bill looks wrong, please contact us before raising a chargeback with your bank or card issuer. A chargeback is usually slower than us correcting the charge directly, and it can result in the account being suspended while the dispute is open.
Chargebacks, reversed payments, fraud, and abuse of the service or the credit system may affect your access, including suspension or termination of the account involved.
Your bank, Stripe, and Link may also have their own dispute processes, which are not controlled by us.
How to ask for help
Email support@sonicstem.com from the email address on your SonicStem account. Where a purchase was sold through Link, receipts, payment methods, and payment-related requests may be handled by Link support, and we will tell you when that is the case. Your account, credits, tools, and technical problems always stay with us.
It helps to include:
- The email address on your SonicStem account.
- The date and amount of the charge you are asking about.
- What you expected to happen, and what happened instead.
- For a credit question, roughly when you ran the tool and which tool it was.
Do not send your full card number, card security code, or your password. We never need them and cannot use them.
This page describes how SonicStem currently operates, written in plain language.